I'm trying to help a friend out who has a travel insurance policy with his bank and is being passed around from pillar to post.
He was caught up at Heathrow on 18/12/2010 due to the snow chaos, and his flight from LHR to BKK was cancelled. EVA Air staff basically disappeared and the outbound flight to BKK, never turned up, infact I think it landed in Germany, before turning back.
After many calls and being stranded for days, EVA could not put him on a flight until 1st Jan and he subsequently decided to pay extra and get a Air France flight from LHR to BKK on Xmas day, being the next available, rather than cancel his holiday.
He is getting a refund for the air fare by EVA, albeit it will take many weeks to process, however his insurance will not pay out for delay, expenses and hotel stating " The airport needs to be shut for at least 24 hours" before they will consider a claim. I've never heard of that excuse before. I haven't read his travel policy, but usually they cover for at least a delay ?
Any advice would be welcome, in particular, who would actually take responsibility with this type of scenario. Thanks in advance