Q: We have a confusing situation with a return international flight cancelation/rebooking - what are our options?
We traveled to Italy and on our return flight to Boston from Rome, the connecting flight in Lisbon was cancelled (when we arrived for the layover). The airline offered a flight on another airline 48 hours later. We found a flight on the other airline that left the next morning but the original airline said they could not book it on their end but if we booked it ourselves, we would be reimbursed via claim submission. We asked the rep several times as it was significantly more expensive - they assured us it would be covered. Claim came back and they offered us a fraction of the ticket price. We don't know what type of resources we have to answer our questions or if we have further options.
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A:
Under EU Air Passenger Rights Regulation 261/2004, you're entitled to compensation when your flight is cancelled, regardless of whether you accept the airline's rebooking options. The regulation covers flights departing from EU airports and flights into EU airports on EU-based carriers, which includes your Lisbon connection.
Since the airline's representative explicitly promised reimbursement for your self-booked alternative flight, document everything from your interaction - names, times, ticket numbers, and any written communication. You can escalate this through multiple channels: first, submit a formal written complaint to the airline's customer service department, referencing the specific conversation where reimbursement was promised. If that fails, you can file a complaint with Portugal's aviation authority (ANAC) or use the European Consumer Centre Network.
You might also consider filing a claim through your credit card company if you used one for the tickets, as many offer travel protection benefits. For additional support specific to New Hampshire residents, you can contact the NH Consumer Protection Bureau or seek guidance from local travel law attorneys who handle airline disputes. Remember to keep all documentation, including boarding passes, receipts, and any communication with the airline - these will be crucial for your case.
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