I think I need a drink at this stage....

Cheers,

Bob

No this is only in a case where a flight included in the Just You tour is cancelled.

Your understanding of the situation is still very much correct.

Kind Regards,

Mildred

I'm going to lie down in a dark room for a while now...

All the best,

Bob

You're really funny!

There most definitely wont be a test on this issue. I think I might struggle too.

Kind Regards,

Mildred.

Please JY make sure that on future tours, managers have clear instructions in the event of cancelled flights

On the Balkan tour I took with TS last year, our flight from Heathrow to Zagreb was delayed by two hours, resulting in us missing the onward flight to Sarajevo.  Shortly after I discovered the delay in the Zagreb flight, I bumped into our tour manager Kristina and she told me she had been in discussion with HQ and they had already booked us on a later flight to Sarajevo and everything was sorted.  We were also given vouchers to use at Zagreb airport for a meal.  I was delighted and impressed that the office had everything sorted so quickly and with absolutely no hassle for us.  I am therefore surprised and disappointed that your TM wasn't on the ball.  I'm sure they will be next time!

All the best,

Bob

I too am confused. Surely the cancelled flight was part of the JY package and any subsequent missed flights should have been dealt with as outlined by Sarah.

I too would like to be reassured that Tour Managers are aware of procedures to be followed in these circumstances.

Lesley

I honestly can't believe I'm reading this, it makes me even more angry/upset. It sounds like you were both on holiday with a completely different company to me. I can't fault my tour guide, although she (like other tour guides) may need more guidance on what to do in this situation. The lady organising our coaches to Zagreb airport, Marina I believe she was called, rang, we presumed, was British Airways on our behalf as when she came off the phone she informed us there were two more flights, one at 18:30 and the last one at 20:55 and told us to go to the desk at Heathrow when we got there (I do not know the conversation details as Marina spoke Croatian). We just assumed new flight tickets would be issued to us, at no extra cost, when we got there.

I have still not received any money as yet, so I've had to pay the £280 out of my savings. I've had to look through the Martin Lewis website regarding compensation from Croatian Airlines, and have completed a claim myself.

I have still not heard anything more from JY, and now feel very disappointed. I think JY, tour managers, and travellers should all be made aware of what will happen when there are unforeseen problems like this as there seems to be no guidance available.

Regards

Caroline

Hi

I too am confused. Surely the cancelled flight was part of the JY package and any subsequent missed flights should have been dealt with as outlined by Sarah.

I too would like to be reassured that Tour Managers are aware of procedures to be followed in these circumstances.

Lesley

Good Morning Lesley,

I can assure you that our tour managers are fully trained and will be aware of procedures to follow in those circumstances as we have a 24 hour duty office available.

Kind Regards,

Mildred.

Vlatka was very efficient at getting us all to Zagreb and onto the plane there. The airline provided us with water, but no proper food, just a very simple airline snack during the flight, which was poor, as the flight cancellation meant that we were considerably delayed.

Re compensation: I have sent aan email claim for 250 Euros to Croatian Airlines, had an acknowledgment, but no payment. I have reminded them and will keep doing so until they pay up! All of our party should be doing the same, as it is clearly compensation that we are entitled to.

I have done the same but had no further update from Croatia Airlines but will be escalating if I have not heard soon. Vlatka did an excellent job getting us on the flight from Zagreb, but JY were woeful, and basically washed their hands of the whole issue as soon as we left Zagreb. Just as well the Martin Lewis site was so helpful as I have received no information from JY about claiming compensation, indeed, they have stated they do not get involved in these issues so we are left to work it out for ourselves.

Hopefully we'll hear something soon.

Regards

Caroline

Is anyone from Just You reading this, and taking any notice? It would be nice to think that, as our whole party was affected, they might be doing something to help. It would also be more likely to encourage us to holiday with Just You in the future!

I have spoken to my colleagues regarding this issue to see how we can offer assistance and I have been told that Croatia Airlines have stressed that claims must come from the passengers only, however should anyone require assistance we will be happy to help, however we should advise that airlines have no time scales to work too in regards to EU claims so can take a few months.

Kind Regards,

Mildred

I used a company called Resolver, via the Martin Lewis site as I trust this site. I received acknowledgements as well, but last week I got an update from Croatia Airlines apologising for the delay and saying they will pay me €250 into my bank account, obviously I've had to provide these details which I was a bit wary about, but I had no choice and, like I stated earlier, I trust Martin Lewis. The compensation may take up to three weeks to go into my bank account, so I'll let you know as soon as I receive it.

I agree, although JY state they can not get involved on our behalf, they have done absolutely nothing to assist at all, not even point us in the right direction as to how to even claim compensation! Thank goodness for the Martin Lewis website, otherwise I would be out of pocket due to the excess on my travel insurance, not to mention the added inconvenience I had trying to get home.

I think this needs to be addressed by JY, and we should be advised what action to take in these situations, as not everyone uses the forum so would not know what to do.

Regards

Caroline

Just an update. Croatia Airlines have now paid €250 (£224) into my bank account as compensation for my cancelled flight. My travel insurance will not pay anything so I'm still £100 out of pocket altogether. I'm happy with Croatia Airlines, and Resolver and the Martin Lewis website, but not so much with JY who wanted nothing to do with it and offered no help/guidance whatsoever.

Going forward I have a few options as I'm not going through this again if I can help it, that is to only choose holidays where all flights are with BA so hopefully they'll be responsible for getting me home without me incurring further expense, booking overnight hotel stays both before and after my holiday, though this would be no good if some other event occurred whereby I was delayed getting back into the UK by a longer duration (i.e. Hurricane, Ash cloud etc), or, my preferred option, only fly from my local airport, especially for short haul tours, as at least then it means I'll be covered from door to door via the ATOL scheme.

It's a shame as there were so many holidays I wanted to do, but I'm not running the risk of this happening again, especially when I was effectively on my own. I worry had I not been able to get on that last flight of the night I would have been stranded in Heathrow overnight or had even more added expense for hotel accommodation and transport between the hotel and airport ?. The reason I book with a travel company, and pay a fortune to do it, is so that I am looked after and feel safe in the knowledge they will help me if anything goes wrong, I was left feeling very disappointed with JY.

Regards

Caroline

Pleased to hear that you have received some compensation for the cancelled flight. I too am seriously considering only doing short haul holidays that go from my local airport. Long haul is a different matter but I will continue to book my own internal flights as,I can see no benefits in getting JY to book for me.

Regards

Lesley

I agree. The price I paid of £280 and my fellow traveller of £299 represented the price difference between the actual cost of the ticket (i.e. around £350) and the amount we had already paid (me buying the original ticket myself, and my fellow traveller via JY) so I can't imagine JY would just fork out nearly £600 for replacement tickets, but they must have known we'd be unable to claim anything back on our travel insurance so it was a complete cop out by them telling us to get new tickets and claim it back on our insurance. I'm presuming if I had all my flights with BA then if the same thing happened again they would make sure I got home safely, as I wouldn't trust JY to do so. I know this severely restricts the number of holidays I can do from now on, but I really can't take the risk of this happening again, especially not if it meant I could be stranded overnight at Heathrow.

Regards

Caroline