Flight irrops…
 

I don't know exactly where to post this because it involves AZ, CO and Expedia… Anyway, I hope I get a little help here.

Me and my family are booked through Expedia.com on the following flights: AZ567/606 ZRH-MXP-EWR, CO99 EWR-HKG on the same day and same ticket. There's just 90 minutes of connection time at EWR, which I now find rather short because AZ606 regularly shows a 40 minute delay. So I called AZ today and asked what they gonna do if we miss the connection. The answer was pretty shocking: nothing! "Because you booked this short connection with Expedia, it's not our fault if you miss the connection." The customer rep also stated that "90 minutes is enough transfer time for EWR".

Well, I simply don't believe that AZ is not obliged to help us if misconnected due to a delay. Expedia isn't an airline, so the delay is not their fault, right? The ticket is issued by Alitalia USA, so I should have the right to claim something with AZ if anything goes wrong.

What are your guesses or rather, experiences? Is it the TA's fault if you miss a legal connection? Will an airline simply do nothing in this case?

Thanks a lot for your thoughts!
Michael

If the ticket is issued by Alitalia - it is Alitalia responsibility to take care of you.

AZ is correct. They don't see it as a misconnect because they are only liable until when you get to EWR.

It sucks, but it is what it is. i think you would have a better chance with Expedia than AZ on this one.

Either way, good luck!:-:

You called AZ reservations and asked them a question regarding airport operations. Needless to say, you were misinformed. If all 3 flights are on the same ticket, it will be AZ's responsibility to get you to HKG at their own expense.

Thanks for your opinions so far. It's 2:1 votes for AZ's responsability... Anyway, I believe in case of delays and a missed connection, EC rule 261/2004 should apply as well, right?

Besides, I just received my CC statement stating clearly ALITALIA, New York, Passenger XXXX, Ticket-Nr. 055XXX, sold by Expedia Inc

So AZ can't just say, it's the TA's ticket and therefore we can't help you.

Thanks KVS, maybe I should have called AZs EWR desk directly, I might do that as well and see what they have to say about it.

Once again, thanks for all insights!
Michael

KVS, you were right: AZ reservations didn't have a clue! I talked to a AZ airport rep who said, of course they'd re-route us on the next possible connection.

Looking forward to this trip with a slightly better feeling now, but of course I'd prefer a smooth and hassle-free trip.

i can tell you from experience that dealing with people like travelocity is never easy if something goes wrong....i have spent hours upon hours upon hours dealing with a similar company and got nothing in return for my troubles except a 100 dollar vouture, when they screwed me up royally....i could not believe how reluctant they were to help me out. And when things go wrong using these agencies, you can spend countless hours going back and forth listening to the airline and the agency shifting blame back and forth....it really is a shame, but i guess it is a matter of will power when dealing with both....you just have to demand to be taken care of and hope for the best.

It happened!
 

Due to a strike of AZ personnel at MXP starting February 19 my flight to EWR got cancelled in advance. AZ wanted to book me through JFK and then on CX to HKG which would have meant that I'd have lost one night of my stay in HKG (and no miles for the NYC-HKG leg, which would've sucked!). The other alternative (leaving on 18) wasn't possible either because of an important meeting of one of my co-travellers. Only by talking to AZ staff at ZRH directly, I was able to get rebooked through AMS by KL/NW. Staff at ZRH was friendly and very helpful, admitting my difficult situation. Here's an overview of the pros (+) and cons (-) of my experiences:

• + AZ reservations US called me Friday night and told me my flight was cancelled
• + AZ reservations US gave me two valid options for my itinerary, but both weren't really possible for me
• + AZ operations staff in ZRH dealt with my difficult itinerary with perfection and was very friendly and helpful
• - AZ reservations US rebooked me through JFK instead of EWR without even asking me
• - AZ would have refused to pay me a hotel in NYC if I'd had to leave a day earlier
• - AZ claimed, that by rerouting me, my first leg has to be on AZ metal
• - Expedia tried to help me, too, but obviously was told by AZ that only AZ can reroute/rebook me

So all in all, AZ really cared and in case of AZ operations staff at ZRH: they should receive a special thank you!^

Michael