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return ticket cancelled, please help!


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I bought a return ticket with Czech Airlines, but travelled out by alternative means. When I came to the airport in Prague to take my return flight, the ticket sales desk advised that my whole ticket was cancelled because I did not take the out flight. They referred me to their terms and conditions, that say the followig:

"Flight coupons must be used in the sequence printed in the passenger coupon of the ticket".

As far as I understand, I did not break the sequence, I just did not use my right to fly out, and was automatically refused to use the second part of the ticket. Is this fair?


I would like to launch an official complaint, and not just to CSA, but to some EU regulator in charge of this. Please share your experience or give advice where to complain to.


An comments would be highly appreciated.


Many thanks in advance.

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Err how was the airline supposed to know you had got there by other means?

If you dont book in for the 1st journey then how are they supposed to know that you still require a flight back?

If it's in the terms and conditions that you have to travel both ways then you are stuffed mate



Unfortunately i'm not an expert in any given field legally and my advice and that of the Consumer Action Group and the Bank Action Group is given without prejudice and without liability so please if in any doubt whatsoever seek help from an insured qualified professional. Contents of my posts are purely my own personal opinions and not condoned or endorsed in any way, shape or form by CAG. Thank you! :p



I have been smoke-free for 4yrs

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  • 2 months later...

30 years ago I used to do regularly what you did, by getting somewhere by alternate means and then continuing on a flight for which I had a voucher within my ticket booklet. However, I always told the airline if I would not show up and I also used to reconfirm prior to the next flight. I don't really know why or when the old rules were changed and I find that I am currently in the same situation like you, only for different reasons.


I just had to cancel 2 tickets to the far east on Etihad because a close family member died a few hours earlier. I advised immediately the circumstances to the agent(Alpha), who in turn advised Etihad. According to the agent, Etihad will therefore keep all the money that I paid for the flights and the fuel surcharges, even although I did let them know immediately when I knew. Etihad has no interest if someone close died. Their commercial interests prevail. They can now sell our return seats again.


The previous writer wrote that in such situations you are 'stuffed' , but that doesn't make it right.


It may not do much good, but I'll write to the Emir of Abu Dhabi what I think of Etihad's policies. To me, it sounds immoral that when a passenger advises the airline that they can't make the outbound flight, automatically the return trip becomes cancelled -that flight would take place only after a number of months-.

I have no problem with the fact that the airline probably can't fill my outbound seats when I only tell them some hours before the flight that I won't fly, but losing the returns is too harsh and i'd expect it to be in contravention to principles of Sharia. Further, I was going to get 2x GBP 106 airline tax back from Etihad, but nearly a week on, I haven't seen any money nor a credit note.


I'll try in future not to fall for predatory deals and i'll book separate tickets for outbound and return.

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First of all to sasha.

This is standard practice (fair or otherwise) for most airlines, there are exceptions with low cost carriers were each flight is booked as a one way rather than a return, had you booked 2 one ways then you would have been ok but this would have cost more.

Why book a ticket then travel by another method?

You can complain but you are bound by the airlines T and Cs so you will be wasting your and others time.

You can request a refund of any taxes fees and charges (excluding fuel surcharge and less an admin fee which might negate most of the refund anyway), dont expect to get these back very quickly.


To BM_UK_Essex


Sorry to hear of your loss however Etihad do have provision in their fare rules that allow refund of normally non refundable tickets in the event of illness or death of passenger or family member if provided with official documentation.

Etihad's and your definition of "close" may differ though.


If you were returning in month(s) then you might have been able to rebook the outbound, at a cost, but possible less than you stood to lose by cancelling.


I doubt Emir of Abu Dhabi will be interested and as above you are bound by the T and Cs, have you checked you travel insurance to see if you a covered for such cancellations?

Refunds can take rather a long time and even longer if you paid the agent and the agent paid the airline, your refund would then be due from the agent.

Edited by TheSecondStep
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