Turkish Airlines have cancelled my flight – what should I do?

Have a question? Ask our expert Simon Calder

The airline should offer you help, but experience suggests otherwise (Getty)

Q Almost a year ago I booked flights to Northern Cyprus via Istanbul. I was originally due to fly out from Gatwick to Istanbul on Saturday 6 April at 5pm with a connection to Ercan getting me there in the early hours of 7 April. But due to the opening of the new Istanbul airport the airline has cancelled my outbound flight and is offering me only a flight on 10 April – even though flights are available on 7 April, but only in business class. Can I insist on these?

Emin H

A After two false starts, Turkish Airlines’ move to the new Istanbul airport is finally due to take place over the weekend of 6 and 7 April. During this time, many flights have been cancelled in order to ease the pressure – including your original departure.

Fortunately I see there is an alternative itinerary outbound to Ercan, the airport for the self-styled Turkish Republic of Northern Cyprus, which has almost the same timings on 6-7 April. You can fly with Pegasus Airlines from Stansted via the alternative Istanbul airport, Sabiha Gokcen.

The problem is: the fare is likely to be much higher than you originally paid to Turkish Airlines.

Under European air passengers’ rights rules, Turkish Airlines must provide a reasonable alternative flight. One that is three or four days later does not count as reasonable. So you should tell the airline you wish to switch to Pegasus Airlines for the outbound flight, and ask it to obtain the ticket for you at its expense.

However, I am afraid that past experience with Turkish Airlines suggests this will not be easy to achieve. If you don’t get an immediate and affirmative response, then inform the carrier that you intend to buy the Pegasus Airlines flights. (Book a return itinerary with the same airline, unless you are sure Turkish Airlines will allow you to preserve the inbound flights.) Say that you will pursue Turkish Airlines for the difference in price.

It is possible that at this stage the airline will see the error of its ways and either pay for the Pegasus flights or book you in business on its own flights. But if your request does not have the desired effect (and I think this is the likelier option), then commence proceedings through Money Claim Online. I cannot see that the airline can defend its behaviour.

Every day our travel correspondent Simon Calder tackles a reader’s question. Just email yours to s@hols.tv or tweet @simoncalder