Originally Posted by
testycal
A BA customer helping a friend who flew AC.
Facts
Husband and wife purchased tickets using Avion rewards YVR to LIS return
Tickets AC114 TP260 TP259 TP8046
Received confirmation tickets booked and confirmed when purchased from RBC travel.
On return they tried to check in and could not.
Could not reach RBC travel or AC.
At airport advised wife's ticket fine but husband's ticket did not exist.
Had to purchase one way ticket LIS to YVR to fly with wife.
RBC travel and AC have ignored polite correspondence.
How to approach this? Appreciate help as I am BA savvy but AC ignorant.
The operating carrier of the flight who caused the disruption would be the one responsible, so in this case it would be TAP Air Portugal since you were checking in for the TAP flight back to Canada at Lisbon. Per EU261 this would be considered denied boarding and they would have to reimburse you the cost of the new flight + 600 Euros compensation. I would file an EU261 claim with TAP for this and see how they respond. EU261 is the most relevant legislation as the impacted flight originated in the EU and APPR is a feckless regulation as it currently stands.
If they deny the claim you will want to see what reason they gave. If they claim something was screwy with your reservation then you contact the legal department of RBC, explain what happened and demand they reimburse you the cost of the new flight + 600 Euros compensation per EU261. If they fail to do that, then take RBC, AC and TAP Air Portugal to BC's Civil Resolution Tribunal.
-RooFlyer88