I booked with Thomas Prepare dinner to fly with my household to Florida for my marriage ceremony. I’ve a mobility incapacity, which, amongst different issues, means I can’t bend my knees sufficient to sit down in an everyday seat and want further leg room which can’t be subsequent to an exit for security causes.
As a result of I do know there are just a few seats on any plane I can use, I organised every little thing 14 months prematurely with the “particular help crew” and paid an additional £380.
Two months later, I obtained an electronic mail to say the flight out had been cancelled and we had moved to 1 leaving a day earlier. It transpired that they had moved us into normal seats – regardless of the “particular help” reserving. After dozens of cellphone calls I ultimately managed to get an appropriate seat, with one member of my household close by for help and the others scattered across the aircraft.
Mysteriously, shortly afterwards, the “cancelled flight” was reinstated, with considerably greater costs, although we weren’t supplied the possibility to maneuver again on to it.
Subsequent, we had been instructed our various flight had been moved again by just a few hours and that we had once more been scattered round with no further leg room. This time the rationale was that Thomas Prepare dinner had redesigned the entrance few rows as “Premium Financial system” and we had been moved to make room for these passengers who paid extra for his or her tickets.
This time they may not provide me an appropriate substitute and the reserving needed to be cancelled. By this time there have been no different financial system seats left on different flights from our native airport. We’ve got needed to fly from Manchester, a four-hour drive away, at vital extra price. General, we’re over £500 worse off.
It’s unimaginable to get wherever with Thomas Prepare dinner and its on-line complaints type doesn’t cater for individuals who haven’t taken a flight. SW, Glasgow
Thomas Prepare dinner’s disregard in your situation is shameful. Solely after I contacted its press workplace did it bestir itself to give you £500 compensation. That’s the further price of your rebooked journey, but it surely doesn’t bear in mind the four-hour drive to the airport, or the time and stress concerned in making an attempt to interrupt by way of the intransigence. Worryingly, in its tardy response to you, it blamed a problem with its IT methods, which signifies that when scheduled flights are altered, particular seat necessities are usually not carried over. That would have vital implications for different travellers with disabilities.
Thomas Prepare dinner Airways says: “We modified the departure time and plane kind for the flight, which meant there was a change to the seats which the passenger had booked. We had been unable to offer the identical seats with the brand new flight and recognise that she didn’t obtain the assist that we should always have offered to reallocate her seats.”
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