How to handle first-leg cancellation of KF award on TK

[aspro2]

For a J award on TK in mid-October, I've just had an email from SQ telling me my TK flight BSL-IST on TK1924 to connect to the onward sameday IST-MEL TK168 no longer exists and I've been rebooked on the only remaining BSL-IST flight which is in the evening so misconnects. The longhaul legs are still intact, it seems, just not attainable.

I've never had to deal with this before, so I'd appreciate tips about how to approach a solution. I could easily fly out of other ports close by (north or west of) BSL. Would lose the hotel cost in St Louis (BSL).

It's late here so going to bed...

 

[dajop]

Ask about flying out of ZRH. It’s only an hour away from Basel and their are direct trains (albeit that take slightly longer than connecting trains) that run from Basel SBB station to Zurich airport.

 

[aspro2]

Ask about flying out of ZRH. It’s only an hour away from Basel and their are direct trains (albeit that take slightly longer than connecting trains) that run from Basel SBB station to Zurich airport.

Thanks @dajop. As the feeder flights need to be mid-morning or earlier, I think I'd probably have to position myself in ZRH, but I'll check the logistics, thanks.

 

[aspro2]

TK is refusing to release seats on other flights and from other ports for the existing booking, even when visible on the SQ site for redemption. So although there's availability to IST showing from BSL the night before and ZRH/LYS on the original day, SQ says these seats can only be redeemed for new bookings.

In theory, I could redeem a new separate ticket [somewhere in Europe] to IST, but the onward connection is presumably unprotected.

In addition, while TK offers STPC in IST for layovers of 9+ hours, (paid entry visa required) it won't do so when travelling on separate tickets, so under almost any scenario I incur the cost of the lost hotel in BSL, plus either an unprotected connection or a paid overnight in IST (and visa).

I've now asked SQ to escalate this for a second time. The agent I spoke to was very pessimistic of a positive solution.

 

[MEL_Traveller]

TK is refusing to release seats on other flights and from other ports for the existing booking, even when visible on the SQ site for redemption. So although there's availability to IST showing from BSL the night before and ZRH/LYS on the original day, SQ says these seats can only be redeemed for new bookings.

In theory, I could redeem a new separate ticket [somewhere in Europe] to IST, but the onward connection is presumably unprotected.

In addition, while TK offers STPC in IST for layovers of 9+ hours, (paid entry visa required) it won't do so when travelling on separate tickets, so under almost any scenario I incur the cost of the lost hotel in BSL, plus either an unprotected connection or a paid overnight in IST (and visa).

I've now asked SQ to escalate this for a second time. The agent I spoke to was very pessimistic of a positive solution.

Switzerland follows EU261.

For a flight cancellation outside of 14 days the airline is required to re-route you. This means TK must accommodate you in an alternative flight. They must create award inventory for this if necessary.

You need to get back to SQ and remind them of the applicable law. Alternatively, call TK, ask them to look at the booking. Write to them reminding them of their 261 obligations.

If that still doesn’t furnish results, you should be able to claim against TK for additional expenses.

 

[aspro2]

Switzerland follows EU261.

For a flight cancellation outside of 14 days the airline is required to re-route you. This means TK must accommodate you in an alternative flight. They must create award inventory for this if necessary.

You need to get back to SQ and remind them of the applicable law. Alternatively, call TK, ask them to look at the booking. Write to them reminding them of their 261 obligations.

If that still doesn’t furnish results, you should be able to claim against TK for additional expenses.

Thank you for this. There's wiggle room for them in that the rerouting is "at the earliest opportunity", and the option "under comparable transport conditions" only applies for "at a later date". Nonetheless, with seats available, the earliest opportunity should still apply, so I'll try again!

 

[MEL_Traveller]

Thank you for this. There's wiggle room for them in that the rerouting is "at the earliest opportunity", and the option "under comparable transport conditions" only applies for "at a later date". Nonetheless, with seats available, the earliest opportunity should still apply, so I'll try again!

Well yes, but then they’d be on the hook to get you all the way to your final destination! I’m pretty sure they’d rather just look after their own bit than the full itinerary!