I was returning from Croatia yesterday, when my flight was cancelled (Croatian Airlines). The whole party then had to be bussed to Zagreb airport, which took a further 2 1/2 hours. Zagreb airport was in chaos, delaying things further. We eventually took off around 1pm. Consequently, me and another traveller both missed our connecting flights to Newcastle. The flight after, at 6.30 pm, was fully booked, so we had no option but to book tickets for the 8.55pm flight, which was also delayed, resulting in me not getting home until 11.30pm last night. This cost us a further £280-300 each per ticket, which was an unexpected and very disappointing end to the holiday. I booked the flights myself, but my travelling companion booked her connecting flights with JY, and they were, in her words 'as much use as a chocolate fireguard' - and told her to book her ticket herself and claim it back on her insurance. This is hardly the response expected, as I would have though JY should be doing the work to get her on another flight - I think this needs pointing out to anyone who mistakenly thinks by booking connecting flights through JY they will help you if you miss your flight, they won't - you are completely on your own and will have to get your own ticket, at your own expense.

I'm presuming JY will be claiming compensation on our behalf from Croatian Airlines and letting us know when this will be in our bank accounts?

A reply at your earliest convenience would be much appreciated.

Regards

Caroline

I have forwarded your comments to a member of our Customer Care team. They are currently investigating this and someone will be in touch with you directly.

Kindest regards,

Julia

I'm very surprised to hear this, as I thought that if you booked your connecting flights with JY that they would sort things out if anything went wrong?!

Julia, I would like clarification on this please - and I'm sure there are plenty of other JY customers who would like to know more about this as well.

Best wishes,

Bob

I was contacted yesterday by your colleague who was under the impression we had been given claim forms at the airport, we had not. I assumed JY would be dealing directly with Croatia Airlines/representatives regarding claiming for us and will advise me of the outcome. I am expecting a call to confirm this soon as I only have 2 weeks to claim compensation according to the Croatian Airlines website.

Regards

Caroline

Should you go ahead and book connecting flights with Just You and there are any problems, our 24 hour helpline will assist with getting you home. In some cases there may be additional costs which you would be able to claim back via your travel insurance.

In the incident mentioned above, I understand that the helpline were able to source flights however, BA were able to offer the customer a special rate direct to the airport.

Kindest regards,

Julia

I'd like to correct you as this is not what happened at all and it is unfair to say something that is not true as I know there are a lot of JY customers who have never travelled before and would be unsure/nervous of what to do when faced with this situation.

The 'helpline', i.e. Jamie, did nothing between us leaving Zagreb airport and arriving at Heathrow and getting to the BA desk after retrieving our luggage and travelling from terminal 2 to 5. My companion, who had purchased her connecting flights via JY was expecting to go to the BA desk to be told she was on the next flight, and given her booking number to obtain her boarding pass. The gentleman on the BA desk informed us nobody had been in touch about us at all. The BA agent quoted me a price for a new ticket based on the difference between what I had originally paid for my ticket, and the cost of obtaining a new ticket, i.e. £280. Upon calling JY, my companion asked what JY had paid for her ticket as the BA agent couldn't see a price and needed this information to work out the price to charge for the new ticket. My companion was at this point advised to get a new ticket herself and claim the cost back from her travel insurance company, therefore she then had to purchase her ticket which was £299. Fortunately my companion had her credit card with her, otherwise who knows how or if she would have got home, not to mention if the last flight had also been fully booked we would have had to find hotel accommodation at short notice and flights the following day. I feel this lack of assistance should be highlighted as I would worry about a single, less travel savvy person who had to encounter our situation. I would be grateful if this is posted on the forum to alert other travellers.

Regards

Caroline

I'm confused and surprised by this incident to be honest - Julia, as you indicate in your response I would expect JY to book new connecting flights, if I missed mine due to a delay or cancellation and to contact me by phone with the new details.  I understand that there might be additional costs in exceptional circumstances, but I would hope that there would not be and would obviously prefer if JY sort it out with their insurance, rather than having to claim through mine.  As JY would have booked the flights for me, I would view this as a whole package and would expect JY to sort it all out for me.  Otherwise, I don't really see the benefit in having JY book the flights in the first place.

Fingers crossed I never end up in this situation, as I would not like the stress that Caroline and her friend encountered.  It would certainly sour the holiday experience for me and the reason I book escorted holidays is so that I do not have to worry about any aspect of the holiday in the knowledge that if anything goes wrong, JY will quickly be on the case to sort things out.

Best wishes,

Bob

PS I know Julia is away at the moment, but I would like reassurance from Mildred, Elisa or someone else over this issue!!

I am so sorry for the misunderstanding.

Just to clarify, Just You do book connecting flights if a customer requests it and if there is a cancellation or a delay, we will rebook the flight and it would come out of your insurance.

If you arrange your own connecting flight and there is a cancellation, it would come out of your own insurance but we will always help you arrange one.

I hope this helps.

Kind Regards,

Mildred.

Good Afternoon Bob,

I am so sorry for the misunderstanding.

Just to clarify, Just You do book connecting flights if a customer requests it and if there is a cancellation or a delay, we will rebook the flight and it would come out of your insurance.

If you arrange your own connecting flight and there is a cancellation, it would come out of your own insurance but we will always help you arrange one.

I hope this helps.

Kind Regards,

Mildred.

Hello Mildred

I am afraid that I don't follow this.

In your first sentence, you say that the cost would come "out of your insurance", whereas in your second sentence you say the the cost could come "out of your OWN insurance" (my emphasis).

I don't see the difference between "your" and "your own" here: I assume that you meant to write "our" in your first sentence?

Like Bob, I would expect that connecting flights, if booked by JY (or TS for that matter) would form part of the "package", so any changes would be made automatically by JY, and JY would also absorb the cost - that to me seems to be the whole point of getting JY to book everything.

Sorry if this seems pedantic, but the point is an important one.

Jim

Good Afternoon Bob,

I am so sorry for the misunderstanding.

Just to clarify, Just You do book connecting flights if a customer requests it and if there is a cancellation or a delay, we will rebook the flight and it would come out of your insurance.

If you arrange your own connecting flight and there is a cancellation, it would come out of your own insurance but we will always help you arrange one.

I hope this helps.

Kind Regards,

Mildred.

Hello Mildred

I am afraid that I don't follow this.

In your first sentence, you say that the cost would come "out of your insurance", whereas in your second sentence you say the the cost could come "out of your OWN insurance" (my emphasis).

I don't see the difference between "your" and "your own" here: I assume that you meant to write "our" in your first sentence?

Like Bob, I would expect that connecting flights, if booked by JY (or TS for that matter) would form part of the "package", so any changes would be made automatically by JY, and JY would also absorb the cost - that to me seems to be the whole point of getting JY to book everything.

Sorry if this seems pedantic, but the point is an important one.

Jim

Hi Jim,

Sorry about that, if a flight is cancelled or delayed, it would come out of the airlines insurance not your insurance.

In an instance where you've missed the flight and it wasn't the airlines fault, it would come out of your insurance.

Sorry for the misunderstanding and I hope this clarifies things.

Kind Regards,

Mildred.

If at the end of the day if the financial compensation is not acceptable do not settle this matter. The final offer should be enough to fully compensate your out of pocket expenses including extras for food and refreshments also a figure for your great inconvenience your claim is with the holiday operator alone (JY) if you do not get anywhere there are plenty of consumer rights people or newspapers who would take up your case. Having said all this JY are great when everything goes right but like every other holiday company they must take responsibility when things do not.

Roger

Thanks for asking this, as I have been puzzled by the response as well!

Hi Mildred,

So just to clarify and to avoid any confusion, if I book connecting flights with JY/TS and on the way back the main flight is cancelled or delayed, JY will organise a new connecting flight and will sort out any costs/claims between yourselves and the airline and I will not be billed or have to claim on my insurance, is that correct?  In the same way, on the way out, if my connecting flight is cancelled or delayed and I miss my main flight, JY will also sort out new arrangements for me without any consequences for me?

Best wishes,

Bob

I'm afraid Mildred's last post makes even less sense, and skirts around the issue. My point is not who's insurance company will be paying out, as this will not happen immediately. When you are standing at the desk and you've missed your flight and need a new ticket for the next available flight (and you've booked connecting flights through JY), WHO IS RESPONSIBLE FOR PAYING FOR THE TICKET?

1) do you have to pay yourself?

Or

2) will JY book and pay for your ticket and they claim the shortfall back via their insurance?

At the end of the day I just wanted to get home, but it's no good saying this or that insurance will pay out as that will take weeks to sort out after the event, it's how are you meant to get home if you've no cash or credit card on you and you're expected to pay for your own ticket?

I agree that if you book connecting flights through JY they should form part of the holiday 'package', and this is why I book my own flights now as we've had this discussion before on the forum. I don't see the point of paying an extra £50-60 to JY, effectively for nothing.

Thanks to Vlatka, my tour guide in Croatia, I have found out other passengers have claimed €250 from Croatia Airlines, but why should Vlatka have to do this when JY haven't even called me back about compensation yet?

I hope this doesn't sound like I'm having a go at JY but it's very important and needs making clear in the brochure, website, and by the agent every time a customer asks about connecting flights.

Regards

Caroline

Good Afternoon Bob,

I am so sorry for the misunderstanding.

Just to clarify, Just You do book connecting flights if a customer requests it and if there is a cancellation or a delay, we will rebook the flight and it would come out of your insurance.

If you arrange your own connecting flight and there is a cancellation, it would come out of your own insurance but we will always help you arrange one.

I hope this helps.

Kind Regards,

Mildred.

Hello Mildred

I am afraid that I don't follow this.

In your first sentence, you say that the cost would come "out of your insurance", whereas in your second sentence you say the the cost could come "out of your OWN insurance" (my emphasis).

I don't see the difference between "your" and "your own" here: I assume that you meant to write "our" in your first sentence?

Like Bob, I would expect that connecting flights, if booked by JY (or TS for that matter) would form part of the "package", so any changes would be made automatically by JY, and JY would also absorb the cost - that to me seems to be the whole point of getting JY to book everything.

Sorry if this seems pedantic, but the point is an important one.

Jim

Hi Jim,

Sorry about that, if a flight is cancelled or delayed, it would come out of the airlines insurance not your insurance.

In an instance where you've missed the flight and it wasn't the airlines fault, it would come out of your insurance.

Sorry for the misunderstanding and I hope this clarifies things.

Kind Regards,

Mildred.

Good morning Mildred

Thanks, that's a lot clearer.

However: although I have no problems with your second statement, it seems to me that your first statement, though true, misses (or sidesteps) the real issue: who claims from the airline's insurance?

It seems to me that, if a customer purchases a package including connecting flights, be they from Dublin or wherever to Heathrow, Borneo to Singapore, Shanghai to Hong Kong or wherever, then it is up to the travel company to rebook the flights and deal with the airlines, so that the whole procedure is transparent to the customer - I would no more expect to have to deal with Aer Lingus, Ryanair or whichever for an altered flight from Dublin to Heathrow than I would with Singapore Airlines for an altered flight from Borneo to Singapore (as happened last May) or with Dragonair for an altered flight from Shanghai to Hong Kong (which may happen to me with TS later this month), as all the flights are included in the package. Or does JY not see it that way?

It is all very well for people to say "claim from the airline": however, even with EU regulations, it is clear from the travel press that claiming from an airline is notoriously difficult for an individual traveller - but presumably a lot easier for a large travel company. In fact, I have an experienced traveller friend (a retired pilot!) who has been struggling to obtain compensation for a cancelled Easyjet flight to Edinburgh which left him stranded in Munich: he has now given up and passed his case to a firm which specialises in claiming from airlines - thereby having to forego a significant percentage of any eventual compensation.

Jim

Hi Jim,

Thanks for asking this, as I have been puzzled by the response as well!

Hi Mildred,

So just to clarify and to avoid any confusion, if I book connecting flights with JY/TS and on the way back the main flight is cancelled or delayed, JY will organise a new connecting flight and will sort out any costs/claims between yourselves and the airline and I will not be billed or have to claim on my insurance, is that correct?  In the same way, on the way out, if my connecting flight is cancelled or delayed and I miss my main flight, JY will also sort out new arrangements for me without any consequences for me?

Best wishes,

Bob

Good Afternoon Bob,

We will always offer you help if you are in that situation but you might still have to pay to get on the next flight and later claim misdeparture on insurance.

We wouldn't have a yes or no answer to whether there will be any consequences for you.

Kind Regards,

Mildred

Between the answers on this thread and the other thread I think I understand the situation now - many thanks for your patience!

Best wishes,

Bob

Hello Bob/Jim/Mildred,

I'm afraid Mildred's last post makes even less sense, and skirts around the issue. My point is not who's insurance company will be paying out, as this will not happen immediately. When you are standing at the desk and you've missed your flight and need a new ticket for the next available flight (and you've booked connecting flights through JY), WHO IS RESPONSIBLE FOR PAYING FOR THE TICKET?

1) do you have to pay yourself?

Or

2) will JY book and pay for your ticket and they claim the shortfall back via their insurance?

At the end of the day I just wanted to get home, but it's no good saying this or that insurance will pay out as that will take weeks to sort out after the event, it's how are you meant to get home if you've no cash or credit card on you and you're expected to pay for your own ticket?

I agree that if you book connecting flights through JY they should form part of the holiday 'package', and this is why I book my own flights now as we've had this discussion before on the forum. I don't see the point of paying an extra £50-60 to JY, effectively for nothing.

Thanks to Vlatka, my tour guide in Croatia, I have found out other passengers have claimed €250 from Croatia Airlines, but why should Vlatka have to do this when JY haven't even called me back about compensation yet?

I hope this doesn't sound like I'm having a go at JY but it's very important and needs making clear in the brochure, website, and by the agent every time a customer asks about connecting flights.

Regards

Caroline

Good Afternoon,

You will have to pay for the ticket.

We might be able to change the ticket without the charge but that isn't guaranteed. It is all dependent on the situation.

We will take all your suggestions on board.

Kind Regards,

Mildred.

This has been a very confusing conversation for us all!!  I've read all Mildred's responses (and Julia's too) and after a bit more thought following her most recent reply, I think I can see where they are coming from.  Only once have I missed a flight (not on a JY tour, it was a Dublin - Heathrow flight for a meeting and I was delayed by motorway chaos en route due to a taxi strike!!).  When I got to the airport, I went to the Aer Lingus desk and explained the situation.  The very nice lady told me that in booking me a new flight, there could be extra charges.  However, when she processed it, there were none - so I can see why Mildred has answered the way she did.  It appears that we are at the mercy of airline computers as to whether a re-booking incurs a charge or not! 

Cheers,

Bob

Good Afternoon Bob,

I am so sorry for the misunderstanding.

Just to clarify, Just You do book connecting flights if a customer requests it and if there is a cancellation or a delay, we will rebook the flight and it would come out of your insurance.

If you arrange your own connecting flight and there is a cancellation, it would come out of your own insurance but we will always help you arrange one.

I hope this helps.

Kind Regards,

Mildred.

Hello Mildred

I am afraid that I don't follow this.

In your first sentence, you say that the cost would come "out of your insurance", whereas in your second sentence you say the the cost could come "out of your OWN insurance" (my emphasis).

I don't see the difference between "your" and "your own" here: I assume that you meant to write "our" in your first sentence?

Like Bob, I would expect that connecting flights, if booked by JY (or TS for that matter) would form part of the "package", so any changes would be made automatically by JY, and JY would also absorb the cost - that to me seems to be the whole point of getting JY to book everything.

Sorry if this seems pedantic, but the point is an important one.

Jim

Hi Jim,

Sorry about that, if a flight is cancelled or delayed, it would come out of the airlines insurance not your insurance.

In an instance where you've missed the flight and it wasn't the airlines fault, it would come out of your insurance.

Sorry for the misunderstanding and I hope this clarifies things.

Kind Regards,

Mildred.

Good morning Mildred

Thanks, that's a lot clearer.

However: although I have no problems with your second statement, it seems to me that your first statement, though true, misses (or sidesteps) the real issue: who claims from the airline's insurance?

It seems to me that, if a customer purchases a package including connecting flights, be they from Dublin or wherever to Heathrow, Borneo to Singapore, Shanghai to Hong Kong or wherever, then it is up to the travel company to rebook the flights and deal with the airlines, so that the whole procedure is transparent to the customer - I would no more expect to have to deal with Aer Lingus, Ryanair or whichever for an altered flight from Dublin to Heathrow than I would with Singapore Airlines for an altered flight from Borneo to Singapore (as happened last May) or with Dragonair for an altered flight from Shanghai to Hong Kong (which may happen to me with TS later this month), as all the flights are included in the package. Or does JY not see it that way?

It is all very well for people to say "claim from the airline": however, even with EU regulations, it is clear from the travel press that claiming from an airline is notoriously difficult for an individual traveller - but presumably a lot easier for a large travel company. In fact, I have an experienced traveller friend (a retired pilot!) who has been struggling to obtain compensation for a cancelled Easyjet flight to Edinburgh which left him stranded in Munich: he has now given up and passed his case to a firm which specialises in claiming from airlines - thereby having to forego a significant percentage of any eventual compensation.

Jim

Good Afternoon Jim,

Just You claims the insurance but it will be returned back to you.

In our guide to flying that you should receive when you book a holiday with us, it states that All flight schedules are advised to us by the airline but flight times are subject to change. Regrettably flight and route changes are beyond our control but we will always be of assistance to you if you contact our customer services team.

Kind Regards,

Mildred.

Good Afternoon Bob,

I am so sorry for the misunderstanding.

Just to clarify, Just You do book connecting flights if a customer requests it and if there is a cancellation or a delay, we will rebook the flight and it would come out of your insurance.

If you arrange your own connecting flight and there is a cancellation, it would come out of your own insurance but we will always help you arrange one.

I hope this helps.

Kind Regards,

Mildred.

Hello Mildred

I am afraid that I don't follow this.

In your first sentence, you say that the cost would come "out of your insurance", whereas in your second sentence you say the the cost could come "out of your OWN insurance" (my emphasis).

I don't see the difference between "your" and "your own" here: I assume that you meant to write "our" in your first sentence?

Like Bob, I would expect that connecting flights, if booked by JY (or TS for that matter) would form part of the "package", so any changes would be made automatically by JY, and JY would also absorb the cost - that to me seems to be the whole point of getting JY to book everything.

Sorry if this seems pedantic, but the point is an important one.

Jim

Hi Jim,

Sorry about that, if a flight is cancelled or delayed, it would come out of the airlines insurance not your insurance.

In an instance where you've missed the flight and it wasn't the airlines fault, it would come out of your insurance.

Sorry for the misunderstanding and I hope this clarifies things.

Kind Regards,

Mildred.

Good morning Mildred

Thanks, that's a lot clearer.

However: although I have no problems with your second statement, it seems to me that your first statement, though true, misses (or sidesteps) the real issue: who claims from the airline's insurance?

It seems to me that, if a customer purchases a package including connecting flights, be they from Dublin or wherever to Heathrow, Borneo to Singapore, Shanghai to Hong Kong or wherever, then it is up to the travel company to rebook the flights and deal with the airlines, so that the whole procedure is transparent to the customer - I would no more expect to have to deal with Aer Lingus, Ryanair or whichever for an altered flight from Dublin to Heathrow than I would with Singapore Airlines for an altered flight from Borneo to Singapore (as happened last May) or with Dragonair for an altered flight from Shanghai to Hong Kong (which may happen to me with TS later this month), as all the flights are included in the package. Or does JY not see it that way?

It is all very well for people to say "claim from the airline": however, even with EU regulations, it is clear from the travel press that claiming from an airline is notoriously difficult for an individual traveller - but presumably a lot easier for a large travel company. In fact, I have an experienced traveller friend (a retired pilot!) who has been struggling to obtain compensation for a cancelled Easyjet flight to Edinburgh which left him stranded in Munich: he has now given up and passed his case to a firm which specialises in claiming from airlines - thereby having to forego a significant percentage of any eventual compensation.

Jim

Good Afternoon Jim,

Just You claims the insurance but it will be returned back to you.

In our guide to flying that you should receive when you book a holiday with us, it states that All flight schedules are advised to us by the airline but flight times are subject to change. Regrettably flight and route changes are beyond our control but we will always be of assistance to you if you contact our customer services team.

Kind Regards,

Mildred.