Originally Posted by craigthemif

Yeah, if LIS-MAD was cancelled then IB should have no problem issuing a refund for the cancelled flights. I assume that would be more attractive than getting the Avios back for the replacement flight. And IB should consider themselves lucky to avoid duty of care and delay compensation and just pay out.

The problem with "the gate agent refused to re-book" is that there is nothing in writing. EC261 works more smoothly when people are actually re-booked by the airline and actually delayed. It's not quite so straightforward when airlines say something verbally and passengers say "that's not good enough" and make their own alternative arrangements.