In­surer told us we were cov­ered

The Daily Telegraph - Your Money - - FRONT PAGE -

We were caught up in the Bri­tish Air­ways com­puter out­age on Satur­day May 27 and our flight was can­celled.

Our hol­i­day in­sur­ance com­pany Hol­i­daysafe (through Travel Claims Fa­cil­i­ties) will not ac­cept li­a­bil­ity for the cost of our Nor­way pack­age hol­i­day, which was booked separately to our flights.

Our Hol­i­daysafe Premier pol­icy said if we can­celled af­ter a de­lay of 24 hours it cov­ered us for “aban­don­ment”.

Be­fore can­celling our hol­i­day, we called our provider and were told that we were cov­ered. We had paid £3,430 for the tour. SARAH COONEY, HANTS

You had queued for around two and a half hours to drop your bags and were al­ready checked in to your flight.

You were told you would not make your out­bound flight and were redi­rected to an­other queue to re­book. You were in this queue for an­other four hours. Then the air­port staff said that you should leave the air­port and try and re­book via phone or come back the next day. There was noth­ing avail­able un­til May 30 with Bri­tish Air­ways.

There was an­other car­rier leav­ing on May 29 but this would have cost £600 or more per per­son, which you could not af­ford. You went home by taxi.

You had al­ready lost two days of your hol­i­day, so de­cided to can­cel the en­tire trip.

There was a 100pc can­cel­la­tion pol­icy on the hol­i­day, which had al­ready ef­fec­tively started.

The cost of your flights was re­funded by BA along with €500 (£443).

You then turned to your in­sur­ance provider, which had orig­i­nally said you were cov­ered.

Travel Claims Fa­cil­i­ties then wrote to you and said: “We have care­fully re­vis­ited the cir­cum­stances of your trip can­cel­la­tion and re­gret to in­form you that we are un­able to of­fer payment to­wards your loss.” It said you should pur­sue BA for fur­ther com­pen­sa­tion.

BA said that it does not pay for con­se­quen­tial loss such as this. Its re­spon­si­bil­ity and obli­ga­tion is to get the cus­tomer from A to B.

In some cir­cum­stances it has, it said, gone be­yond its obli­ga­tion by pay­ing taxi fares and so forth, but this is de­cided on a caseby-case ba­sis.

Fur­ther to my in­volve­ment, Travel Claims Fa­cil­i­ties traced your call and con­firmed you had in­deed been ad­vised you were cov­ered.

It ac­cepted that this con­fir­ma­tion led you to can­cel the hol­i­day and ac­cepted your claim on this ba­sis.

A spokesman said: “As the ap­pointed agent of the in­surer, we must clearly in­spect each claim that comes through to us.

“When we first re­ceived Sarah Cooney’s claim, it was re­viewed in ac­cor­dance with the terms and con­di­tions of the pol­icy. How­ever, it was re­lated to the BA sys­tems crash and at this time, claims re­gard­ing travel dis­rup­tion were to be di­rected to the air­line.”

It has now paid £3,310, which al­lows for the £60 pol­icy ex­cess per per­son, with­out ad­mis­sion of li­a­bil­ity.

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