Expert: Roberto Gomes - 9/5/2008

Question
QUESTION: Approximately 45 people were to fly to the Bahamas this Saturday but due to the threat of a major hurricane, the trip has been cancelled.  The flights were made thru US Airways (Group Services).  The hotel is allowing us to rebook our trip before the end of the year without a penatly.  US Airways will only rebook us within 7 days, however they do not have enough seats to do that.  Other dates in November and December will require us to pay either $100 to over $300 extra per person.  They also told us that if we show up for our flight on Saturday and it is delayed or cancelled, than they will give us a refund.  Getting everyone to do this for a cancelled trip would be difficult and if the flight was on time, than we would be in trouble.
Is there anything we can do to rebook these flights without having to pay more money or our we at the mercy of US Airways?

Thanks for your help

ANSWER: Dear Carol,

Airlines are not responsible for circumstances beyond their control (like weather) to cancel or delay flights. However you'll need to take a look on the transportation contract (i.e. if this was a charter flight - what it seems to be - or a regular, scheduled flight) to look for ways to negotiate the rebooking. Unfortunately, by the time I was answering this question, the website link was out of service.

Also I did not understand why they are willing to refund you on Saturday and charge you on a different date. Although I'll need more information from you (to check the flight status (charter or regular), this is a start.

Best Regards,
R. Gomes

---------- FOLLOW-UP ----------

QUESTION: Thanks for responding to my question.  This was not a chartered flight but a regular scheduled flight.  The US Airways Group Services representative stated that they do not advertise this but that anytime a flight is delayed (minutes, hours, etc.)or cancelled due to any reason, you can at that time ask for a refund and they will give it to you.  That was his first response to "what are our options".
When it came to rebooking, they would do it without an increase in cost within 7 days.  Of course, they could not accomodate all of us within that time frame.  Flights in November and December are now more expensive and that is where the extra cost came in.  
I hope that answers the questions you had.

Thanks again

Answer
Dear Carol,

In my particular opinion they are trying to push you a cost that I believe is not due since you already paid for the ticket and the company did not provide the service due to circumstances beyond its control. The fact the the prices in Nov/Dec are different does not affect the main fact that you bought a service, they have your money, and they did not provide the service (and they did not expend anything), so there is no reason to charge you extra for a different date.

But in the end, all can be conclude with a negotiation. Their motto is "Customers first". They will need to stick with it...  

You may check the below link:

http://usairways.com/awa/content/aboutus/customersfirst/customerserviceplan.aspx

Hope this helps.
Best Regards,
R. Gomes