Catie and Phil Allen should have been enjoying their first holiday in two-and-a-half years. Instead, they are at home ringing round for refunds that won't be paid. The couple are among the many thousands of air passengers caught up in the chaos caused by the four-hour shutdown of the UK's air traffic control system on Tuesday.
It means their holiday to Slovenia has been cancelled and - although their flight was refunded by British Airways - they estimate being left £1,300 out of pocket from unused accommodation and excursions. It's not the first time - and won't be the last - when passengers are left flying on a wing and a prayer after problems at UK airports. So, here is how their case relates to others, and why they have taken such a big hit.
Catie, 30, and Phil, 34, were sat on a British Airways flight to Ljubljana on Tuesday that never took off. If a flight is cancelled, airlines must get customers to their destination as quickly as possible at no extra cost, even if it is with a rival carrier. Alternatively, passengers can take a refund, which should also be offered for flight delays of more than five hours.
In Catie and Phil's case, the alternative flight offered would not have arrived until Saturday morning - four days into their week-long holiday. The chatbot only seemed to allow them to rebook, and it took more than an hour waiting to speak to BA on the phone before the refund was confirmed. It will take a week to be paid.
When airlines are at fault, extra compensation is paid under UK and EU rules. But not this time, because the air traffic control issues were beyond airlines' control. Even so, airlines themselves are furious that they have been saddled with a bill of millions of pounds.
BA also refunded the couple's car hire, which had been organised through the airline. The problem for the couple was that they had booked accommodation and excursions separately, and that is money they have lost. The hotel stays, booked separately, have their own terms and conditions and cancelling so late meant there were no refunds.
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