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Honeymoon Disaster

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Honeymoon Disaster

Hi Folks,

Can anyone give me helpful advise on claiming compensation back after our flight to leave on honeymoon was cancelled.

We were due to fly out of Dublin with Delta airlines, our final destination was Cancun, mexico but we had a stopover in Atlanta, USA. When the plane reached the runway to take off in Dublin there was a fault which the pilot thought could be fixed, so we sat on the edge of the runway for some time (at least an hour) then the pilot decided he would need to go back to the terminal as the job was bigger than they first thought although we still had to remain on the plane. After another lenght of time (around another 2 hours) it was discovered that the plane needed a new part. All passengers were required to get off the plane and return to wait in the terminal building. After another period of time (at least another hour) the airline announced to us that the nearest replacement part was in amsterdam and by the time it was flown in the airline staff would be over there hours and we would not be able to make it to atlanta in time and so the flight was cancelled.

Delta did give us snacks wile waiting in the airport and booked us on the exact same flight the next morning with the same connecting flight from Atlanta to cancun. (everything was the same except a day later)

They also put us up in a hotel in Dublin airport.

We had booked the whole honeymoon though Thompsons, who booked it with American Holidays. We were due to stay in a 5 star all inclusive hotel in cancun, so when we got checked into the hotel we decided to phone thompsons to let them know the delay so they could let the hotel in cancun know and rearrange our transfers to the hotel. The thompson's girl was so disappointed for us and said to come into the travel agents when we got home and they would sort compensation for us.

So the next day we got on the rearranged flight and made it to cancun fine. However on checking into the hotel, the receptionist told us that because we didnt arrive the previous night there were no more King size rooms left, as we were told we would have.

We did return to Thompsons when we got back from honeymoon and the agent wrote a letter to american holidays on our behalf. It was sent off on 2nd December and we finally got a reply yesterday.

American holidays basically told us we were not due any compensation from them and we should make a claim through our insurance.

We did take travel insurance through Thompsons, so now my question is:

What can we claim for and who is responsible for what?

i.e, I assume the airline wont pay for the night we lost in an all inclusive hotel.

So do we make two separate claims for the flight through Delta airlines and one for the hotel through our insurance.

Me or my wife have never claimed for anything before so we dont really know how to go about it. But we feel we should be entitled to a fair amount after spending most of the first day of our honeymoon waiting around an airport and missing out on a full day at a 5 star all inclusive resort in mexico, after taking days off work and spending an absolute fortune on the honeymoon.

I am going to go back to Thompson hopefully today, but im just wondering, is it ok for me to expect them to handle my entire claim, for flights and hotel, since we booked everything including taking insurance out through them?

Sorry for the very long post, im not great at explaining things quickly

Many thanks for any advice you can give me on this

Melbourne, Australia
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51. Re: Honeymoon Disaster

That's a great article parklandwalk, and it appears they were right about it being the boom growth product for the market. It sounds like they've basically been able to 'unshackle' themselves away from being tied down to traditional GDS sources, and the technology has enabled them to use alternate sources for the components.

Cheers for that, great info.

Lancashire, United...
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52. Re: Honeymoon Disaster

KVE

The 'dynamic packages' which OTAs like TR, OTB etc etc sell aren't really even dynamic packages, although that is what they are commonly referred to as. They are really dynamic bundles, which aren't covered by the package regs.

A true dynamic package is actually a package, sold at an inclusive price, and covered by the package regs. The company that does the packaging them becomes the principal as opposed to the agent. There are specialised booking systems available to enable agents to be able to package dynamically online. They offer a choice of carrier, accommodation etc but only the final price is displayed to the customer, so enabling the agent to put their own mark up on the elements.

We used to sell a lot of dynamic packages, so we became the principal, and they were covered by our Atol, but we had to do the packaging manually for the customer.

Whether dynamically bundled, or packaged, both now require the agents to hold an Atol, so the elements are financially protected.

Melbourne, Australia
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53. Re: Honeymoon Disaster

So it is what we originally mentioned (about Sarah's situation), that's it's components 'placed together' (bundled), but it technically isn't pre-composed like traditional packages through just GDS sources/suppliers.

That's alot of manual work by agents, and the room for margin error could (potentially) be quite high. But I guess with more options for the consumer, it sells considerably better.

So in guessing its low to mid margin and relies heavily in volume?

Edited: 17 January 2014, 19:19
Lancashire, United...
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for Playa Blanca
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54. Re: Honeymoon Disaster

Lot's of high street independents package dynamically because it's the only way they can compete with the vertically integrated agents. Not a lot in most bookings agents do these days :(

Unfortunately one of our travel agents/tour operators decided that the way to go was to undercut the agents' net prices (even when selling their products!) and when they packaged dynamically, thus seeing a lot close their doors!

Different with OTAs like TR etc. because you're not booking live on their website. You're only making them an offer to buy, should the elements be available at the same price as shown.

Melbourne, Australia
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55. Re: Honeymoon Disaster

Yeah tough ask for high street vs other agents that are vertically connected, the game is completely unfair. But nowadays what is? Hotels may very well do the same to the middle agents, once they are 'tapped into' with systems that allow direct access to the hotel inventory. Chains like Choice International already have systems that can be accessed directly by airlines.

Tour operators, seriously, they'd be dangerous if they weren't so stupid. They have no idea they're choking their own revenue streams.

56. Re: Honeymoon Disaster

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