Flight fright BA cancellation nearly ruined family’s dream cruise
Additional reporting by Jane Barrie
Kelly MacInnes paid £ 9000 for a family holiday to Florida… but it got off to the worst possible start when BA cancelled her flight.
She’d booked the luxury cruise-and-stay break a year in advance but it was thrown into disarray with just hours to spare.
She contacted me when BA refused to cover outlays including taxis and car parking of more than £ 400.
Kel ly, 43, said: “The treatment we receivedd was shocking – an absolute disgrace. I am f labbergasted that BA can get away with this.”
Kelly, husband Alan, 45, and their boys Jake, 13, and 15 - yea r - old Ben were travelling with Kelly’s brother William Allen and her friend Dawn Stuart.
They were flying on October 4 from Glasgow to Heathrow then on to Miami to join a seven-night cruise on the MSC Seaside, before spending five nights at South Beach.
Kelly, a retail manager, said: “This was a once-in-a-lifetime holiday. After years of saving, we couldn’t wait to get away. We were meeting other family and friends out there too.”
They were due to fly at 7am and intended to be at the airport ffor 5am, whereh they’dh’d booked b kd parking. But Kelly said: “Just as I got to bed at 12.03am, I noticed a text on my mobile phone.
“It was from BA, saying the flight was cancelled. I thought they were having a laugh. We were due to leave for the airport in four hours. They were lucky I even spotted it.”
She phoned, couldn’t get through, then finally spoke to BA, who asked her where she’d got the information from.
Kelly said: “I was aghast. We had to get to Miami to catch the cruise ship.”
BA said it couldn’t offer an alternative flight from Glasgow, nor could it put her on a flight with another carrier, nor could it issue a refund to allow her to bobook elsewhere.
Kel ly, of A lexand r i a , DDunbartonshire, said: “I was babacked into a corner. BA kept tetelling me the department was clclosed. My requests could not be authorised.
“I was rai lroaded into bel ieving our only option was to get us on a f light from Edinburgh. Otherwise we would lose the holiday.
“In hindsight, I should have stuck to my guns as we were entitled to a full refund under EU law.”
She managed to book taxis to get them there as BA said it couldn’t help.
But Kelly said: “We had six suitcases, the journey was long as the M8 was closed and it was stressful and horrific. Both kids were travel sick. It was a horrible start to the holiday.”
She contacted BA with receipts for the taxis and car parking. She also had to get taxis home from Glasgow on the return journey. But she got nowhere and contacted me.
Kelly said: “I’ve called at least 20 times. My phone bil l is through the roof. I want others to know about this.”
I got on to BA. It said: “We are sorry Mrs MacInnes and her family experienced disruption. Their original f light was cancel led because of a technical issue.
“We booked the party onto a BA service from Edinburgh to ensure they arrived at Heathrow to make their connection to Miami and onwards to their cruise.
“In these circumstances, BA is not responsible for additional costs incurred in travelling to the alternative airport. They should make a claim through their travel insurance.
“As a gesture of goodwill, we have offered £100 towards the party’s travel costs.” bee