Questions of cash: Unclear rules grounded me enroute to Bali

Q. I booked flights from Belfast to Denpasar in Bali through Mark One Travel in Hounslow.

I was to depart Belfast on a British Midland flight, leaving at 5pm and arriving at London Heathrow terminal 1 at 6.20pm. My China Airlines flight departed at 9pm from terminal 4. BMI changed the departure time to 6pm and the flight was delayed on the day by a further 30 minutes. This meant I missedmy China Airlines flight. The travel agent did not give me enough time for the connection and I should have been put on an earlier flight. Having missed my flight I had to stay in London for two days and buy a new flight to Bali with Qatar Airlines. The agent asked me to sign a form to enable him to obtain a refund, which I have not received despite weekly phone calls. I have tried to claim on my travel insurance, but the insurer insists that three hours must be allowed between landing and take-off for connecting flights. RK, Belfast.

A.ABTA- the Association of British Travel Agents - says that problems like this should not be possible. A spokesman explains: "Agents use a 'global distribution system'. Thesystem will provide minimum connection times. Those minimum times are not set in stone. There is a minimumof two hours, where it is the same terminal, or a bit longer for a different terminal at the same airport. These are not legal requirements." In your case, there was insufficient time for you tomakethe transfer and the boarding gate was closed by the time you crossed from terminals 1 to 4.ABTA adds that insurers will sometimes permit a two hour connection time, but not where this involves flights arriving and departing from different terminals. Your insurer was therefore justified in rejecting your claim. Mark One Travel has accepted your claim and is making a payment that will be lodged in your travelling companion's bank account on 15 September. The processing of the claimwasdelayed because a package of receipt copies sent by you to the agent was apparently lost in the post.

Q. On checking my credit card account I discovered that CPP has been automatically debiting my credit card for the last 11 years for an ID card protection policy, while sending policy renewal letters to an address that I moved from in 2000. My cards don't seem to have been protected at all - being registered at the incorrect address! I phoned CPP twice, but no advice was given about making a complaint, no refund was offered and no policy cancellation letter has arrived. EH, London.

A.Aspokesman for CPP says: "It seems the fault resides with CPP." Accordingly, a cheque for £257.99 is being sent to you. The spokesman adds: "In May 2001 we were alerted to a change of address and then in the same month the address details reverted back to those first registered with CPP. Wecan find no explanation as towhythis happened and we can only deduce it was a system error. As a consequence, [the reader's] renewal notifications were sent to her old address." As is common practice amongst insurers, the company automatically renews policies when they reach their end. The company explains: "In order to give the best possible service to our customers, all our policies automatically renew and we provide full details of this process in the policy terms and conditions. We adopt this approach to ensure we maintain continuous protection for our customers."

Q. My wife received a letter to Bank of Ireland bondholders in June giving options of accepting or rejecting an offer to redeem the bonds at a value of between £160 and £200 per 1000 bonds. Those who vote against will get zilch. What upsets me is that although these are described as subordinated bonds, they were originally issued in 2003 by the Bristol and West Building Society as PIBS [permanent interest bearing shares] with a value of £3,695. HE,Gwent.

A. TheBank of Ireland bought the Bristol and WestBuilding Society in 1997. The PIBS shares in Bristol and Westwere then treated by Bank of Ireland as bonds. Interest on the bonds was paid by Bank of Ireland, but the financial crisis caused the bank to seek to substantially reduce the value of subordinated bonds. However, a campaign by holders of bonds and former Bristol and WestPIBS led to the Bank of Ireland withdrawing the proposal affecting your wife's holding. The Bank of Ireland says that a further proposal will be issued at some point in the future. We share your concern that shares issued by a highly rated British building society could end up as subordinated bonds in an Irish bank that had to be rescued by the Irish government.

Q. My son had a £10 monthly contract with Vodafone that included 500 texts, whereas my daughter's was for £10 an included unlimited texts. Until April my son sent very few texts, but when he had a girlfriend these increased to well over his 500 limit for April and May. When I saw a bill for £233 debited from my bank account I contacted Vodafone, which told me thatmy son had gone substantially over his text limit and had ignored another bill for £197, payment for which would also be taken soon. He was not warned by Vodafone that he had reached his texting limit and this was a genuine error by us. We have now upgraded his account, but we feel cheated and calls to Vodafone have got us nowhere. We complained to the telephone ombudsman, who said he does not deal with bills. TM, by email.

A. Vodafone stresses that it is the customer's responsibility to monitor their phone use and the number of messages they send: it does notwarncustomers whenthey have exceeded their contract limits. However, it has credited your account with £63 as a gesture of goodwill.

Questions of Cash cannot give individual advice. But if you have a financial dilemma, we'll do our best to help. Please email us at: questionsofcash@

Independent Partners; request a free guide on NISAs from Hargreaves Lansdown

Arts and Entertainment
The Apprentice candidates Roisin Hogan, Solomon Akhtar, Mark Wright, Bianca Miller, Daniel Lassman
tvReview: But which contestants got the boot?
Arts and Entertainment
Jim Carrey and Jeff Daniels ride again in Dumb and Dumber To
filmReview: Dumb And Dumber To was a really stupid idea

Jo from Northern Ireland was less than impressed by Russell Brand's attempt to stage a publicity stunt

Scunthorpe goalkeeper Sam Slocombe (left) is congratulated by winning penalty taker Miguel Llera (right)
Life and Style
A woman walks by a pandal art installation entitled 'Mars Mission' with the figure of an astronaut during the Durga Puja festival in Calcutta, India
techHow we’ll investigate the existence of, and maybe move in with, our alien neighbours
Arts and Entertainment
Sir Ian McKellen tempts the Cookie Monster
tvSir Ian McKellen joins the Cookie Monster for a lesson on temptation
Tourists bask in the sun beneath the skyscrapers of Dubai
travelBritish embassy uses social media campaign to issue travel advice for festive holiday-makers in UAE
Arts and Entertainment
Jennifer Saunders stars as Miss Windsor, Dennis's hysterical French teacher
filmJennifer Saunders and Kate Moss join David Walliams on set for TV adaptation of The Boy in the Dress
Life and Style
Nabil Bentaleb (centre) celebrates putting Tottenham ahead
footballTottenham 4 Newcastle 0: Spurs fans dreaming of Wembley final after dominant win
Life and Style
Sebastian Siemiatkowski is the 33-year-old co-founder and CEO of Klarna, which provides a simple way for people to buy things online
Finacial products from our partners
Property search
Latest stories from i100
Have you tried new the Independent Digital Edition apps?
Independent Dating

By clicking 'Search' you
are agreeing to our
Terms of Use.

ES Rentals

    iJobs Job Widget
    iJobs Money & Business

    Ashdown Group: Java Developer - Hertfordshire - £47,000 + bonus + benefits

    £40000 - £470000 per annum + bonus: Ashdown Group: Java Developer / J2EE Devel...

    Ashdown Group: Direct Marketing Manager - B2C, Financial Services - Slough

    £45000 - £55000 per annum + Benefits: Ashdown Group: An exciting opportunity h...

    Carlton Senior Appointments: Sr Wealth Manager - San Francisco - Inv AdvisoryFirm

    $125 - $175 per annum: Carlton Senior Appointments: Senior Wealth Manager – In...

    Carlton Senior Appointments: Private Banking Manager - Intl Bank - Los Angeles

    $200 - $350 per annum: Carlton Senior Appointments: Managing Producer – Office...

    Day In a Page

    Jeb Bush vs Hillary Clinton: The power dynamics of the two first families

    Jeb Bush vs Hillary Clinton

    Karen Tumulty explores the power dynamics of the two first families
    Stockholm is rivalling Silicon Valley with a hotbed of technology start-ups

    Stockholm is rivalling Silicon Valley

    The Swedish capital is home to two of the most popular video games in the world, as well as thousands of technology start-ups worth hundreds of millions of pounds – and it's all happened since 2009
    Did Japanese workers really get their symbols mixed up and display Santa on a crucifix?

    Crucified Santa: Urban myth refuses to die

    The story goes that Japanese store workers created a life-size effigy of a smiling "Father Kurisumasu" attached to a facsimile of Our Lord's final instrument of torture
    Jennifer Saunders and Kate Moss join David Walliams on set for TV adaptation of The Boy in the Dress

    The Boy in the Dress: On set with the stars

    Walliams' story about a boy who goes to school in a dress will be shown this Christmas
    La Famille Bélier is being touted as this year's Amelie - so why are many in the deaf community outraged by it?

    Deaf community outraged by La Famille Bélier

    The new film tells the story of a deaf-mute farming family and is being touted as this year's Amelie
    10 best high-end laptops

    10 best high-end laptops

    From lightweight and zippy devices to gaming beasts, we test the latest in top-spec portable computers
    Michael Carberry: ‘After such a tough time, I’m not sure I will stay in the game’

    Michael Carberry: ‘After such a tough time, I’m not sure I will stay in the game’

    The batsman has grown disillusioned after England’s Ashes debacle and allegations linking him to the Pietersen affair
    Susie Wolff: A driving force in battle for equality behind the wheel

    Susie Wolff: A driving force in battle for equality behind the wheel

    The Williams driver has had plenty of doubters, but hopes she will be judged by her ability in the cockpit
    Adam Gemili interview: 'No abs Adam' plans to muscle in on Usain Bolt's turf

    'No abs Adam' plans to muscle in on Usain Bolt's turf

    After a year touched by tragedy, Adam Gemili wants to become the sixth Briton to run a sub-10sec 100m
    Calls for a military mental health 'quality mark'

    Homeless Veterans campaign

    Expert calls for military mental health 'quality mark'
    Racton Man: Analysis shows famous skeleton was a 6ft Bronze Age superman

    Meet Racton Man

    Analysis shows famous skeleton was a 6ft Bronze Age superman
    Garden Bridge: St Paul’s adds to £175m project’s troubled waters

    Garden Bridge

    St Paul’s adds to £175m project’s troubled waters
    Stuff your own Christmas mouse ornament: An evening class in taxidermy with a festive feel

    Stuff your own Christmas mouse ornament

    An evening class in taxidermy with a festive feel
    Joint Enterprise: The legal doctrine which critics say has caused hundreds of miscarriages of justice

    Joint Enterprise

    The legal doctrine which critics say has caused hundreds of miscarriages of justice
    Freud and Eros: Love, Lust and Longing at the Freud Museum: Objects of Desire

    Freud and Eros

    Love, Lust and Longing at the Freud Museum