Question regarding liability

4 years ago

Context: I was on a vacation in London that was arranged by a travel agency.. They booked our hotels and airport transfers.

17th November

I call the agent to check if early-check-in is possible and the agent told me NO. I then asked him if the airport transfer can be arranged to drop me at my sister’s place. To which, he said NO as the destinations cannot be changed. I did not continue the conversation. He asked me if I want to cancel the one way airport transfer and I told him I don’t know. I will get back to you. He insisted that tell him about the cancellation of the airport transfer asap. I just told him okay

18th November

He sent me a text again saying that the driver would be waiting and I should inform him. And this is why, I told him cancel the pickup. He acknowledged with affirmative. (No where did he mention the consequences of cancelling one way airport pickup all through the conversation, messages).

25th November

10.30 AM
I am waiting in the lobby of my airport from 10.30 AM for our airport transfer that had to pick us up from the hotel at 10.35 AM. We did not see the cab outside by 10.40 and hence we called the emergency number mentioned on the taxi voucher that was issued by the booking agency. The taxi agency confirmed to me that our airport transfer stands cancelled. I don’t know the reason. That was the first time I had spoken to the taxi agency.

10.50 AM
I call up the travel agency who made my booking to ask what should I do? I was told that he will get back to me in 5 mins.

10.55 AM

I booked Uber as I did not get a call. I booked the Uber to London Heathrow as this was mentioned in the taxi voucher.

11.45 AM

I find out that I have ended up in the wrong airport. I ended up at Heathrow rather than Stanstead.


I had to bear change of fare fee which was around 30,000.

The travel agency is saying that I cancelled the airport pickup from heathrow to the hotel and that’s the reason why the return pick up stood cancelled and hence they are not liable to pay me back. But, as indicated, I was asked multiple times if I want to cancel the airport transfer but was never intimated about the conditions.

2. The taxi was also booked to the wrong airport (LHR). The voucher clearly shows the pick up point as Hotel Doutbletree and drop as London Heathrow. Based on this, I made my uber booking to London Heathrow.

Base on all these, can I be denied the 30,000 that I had to pay because I was asked to take care of my commute to the airport for which I was clearly not ready. I was promised hassle free commute to and from the airport and I was charged for it.