Goan couple narrates ordeal as their flight was abruptly cancelled from Heathrow Airport
WAR IN MIDDLE EAST
LONDON
While the ongoing conflict in the Middle East has caused alarm and anxiety among several thousands of Goans residing there, it has also affected thousands of Goans in the UK as well.
Goans travelling between the UK and Goa have been left stranded after airlines began cancelling flights travelling via the Middle East.
A Gulf Air flight scheduled to fly from Heathrow to Bahrain on Saturday, February 28, had about fifty per cent of its passengers comprising Goans who were heading home via Bahrain.
DREAM TURNS NIGHTMARE
Among the Goan passengers on that Gulf Air flight were Valerie D’Melo and her husband, Lenin.
What had been meant to be their dream vacation to Goa instead turned into a nightmare due to the sudden conflict in the Middle East and the abrupt cancellation of flights to and from India.
“We had booked a special holiday to Goa for a short break. The trip was important as we had planned to inaugurate our newly built home and also meet our parents,” Valerie told The Goan.
They were to fly by Gulf Air from London Heathrow to Dabolim Airport and had arrived early at Terminal 4 of Heathrow Airport on February 28.
“We followed the routine check-in and were at the gate to board the aircraft. The planned departure was from Heathrow to Bahrain, while another flight would connect them to Dabolim.”
“As we awaited instructions to board, little did we expect that our flight would be abruptly cancelled. A TV screen at the boarding gate began updating news regarding the conflict in the Middle East. We were initially informed there had been a delay in departure, but I began to notice some flights with their hubs in the Gulf were also cancelling their flights.”
Despite the developing situation, Valerie and Lenin were hopeful that Gulf Air would take off, despite the delay.
“There were updates every hour and then every two hours. By mid-afternoon, we were told the flight had been cancelled. They were then asked to go to the baggage area to collect our luggage,” said Lenin.
“With incoming flights from various destinations, it was not clear through which conveyor belt our checked-in baggage would come. Terminal 4 is served by over 35 international airlines. With various airlines cancelling their flights, it was difficult to find our baggage.”
“We eventually found our luggage and then had to pass through immigration. The incoming passengers, along with passengers from cancelled flights, added to the queues at the immigration counters.”
After considerable effort and time, Valerie and Lenin finally exited Terminal 4 and took a taxi to Terminal 5, which caters to British Airways, in the hope of buying a direct flight ticket to India.
“To our misfortune, airlines do not have sales counters at the airport anymore, which was a practice in the past. We were asked to call the helpline or try online booking. Phone calls seemed just impossible, while online tickets were double the present market rate, and tickets were quoted at £1200 per passenger.”
Valerie and Lenin finally decided it was not worth paying a huge amount for a ten-day break. By evening, they were back home after having paid a lot on taxi fares and other expenses.
But their ordeal was far from over.
“When we checked with our online booking agents, we were informed our refund would have to be routed through the airlines,” said Valerie.
“We were then informed that our airline tickets were non-refundable if we cancelled the flight. However, as this was a war situation and having checked in and being ready to fly, it was the airlines which cancelled the flight.”
“Our chances for claiming a refund may not be easy or achievable. The reason for this is that it is a war situation, and some travel insurance policies may also not cover such a situation. Travel agents are unable to oblige, as the agents will need to file claims on behalf of the passengers.”
LACK OF CLARITY, CERTAINTY
The ordeal faced by Valerie and Lenin will be among the many such traumatic experiences faced by Goans who were to travel from the UK to Goa.
Most of them fly by airlines operated by Gulf countries such as Qatar Airways, Oman Air, Gulf Air, Kuwait Airways, Saudia, Etihad Airlines, Emirates and Air Arabia. All of these airlines make a stop at their respective hubs in the Gulf, and with the war raging in the Middle East, these airlines have cancelled most or all of their flights via the Gulf.
Passengers have now been advised to report to airports in the UK only after checking with the airlines if the flight is operational.
In the meantime, many Goans have been contacting their travel agents to get more details about the availability of flights. With growing uncertainty regarding cancelled flights, refund of their air tickets, and other related concerns, many Goans have been unable to fly to Goa, and some have decided to get back to work and save their leave for their next holiday.
To make matters worse, most travel agents were unwilling or unable to provide details on the resumption of flights. Most speculated that flights would resume when the conflict subsides in the Middle East. Till then, travel plans have been disrupted for thousands of Goans looking forward to their trip to Goa.
TRAVEL INSURANCE WOES
Goan passengers are also concerned that they could lose all money for their flight tickets on account of the last-minute cancellation of flights due to conflict in the Middle East.
Sources said most standard UK travel insurance policies do not cover claims arising directly from war, acts of terrorism, civil unrest, or nuclear risks.
According to reports, “almost all standard policies contain a 'war risk exclusion' clause. If flights are cancelled due to conflict, it is considered an ‘extraordinary circumstance”, which implies that airlines may not pay extra compensation, and standard insurance often won't cover it.”
Besides, travel to high-risk areas may require passengers to have purchased specialised insurance that specifically covers war risks.
When contacted, sources added that airlines would do their best to refund or rebook for later flights to maintain goodwill.
“But all of this will depend on the airlines concerned. Agents who sold tickets are responsible for assisting with refunds. However, many Goan passengers are worried they may have lost their money after their flights were cancelled due to the Middle East conflict,” said the source.
GOAN STAFF AT HEATHROW AIRPORT
When contacted, a source at Heathrow airport stated that the cancellation of flights from certain terminals on account of the war in the Middle East is unlikely to have a major impact on the hundreds of Goans employed at the airport.
“A number of Goan employees have redeployed to other busy terminals, where flights continue to operate as usual,” the source said.
