This
POST describes how our member’s parents were not informed by Webjet, their travel agent, of a change in date of their departing flight:
Webjet did NOT in any way notify my parents prior to departure of changes and the itinerary was NOT updated on their website. My dad checked the itinerary on the webjet website every week prior to departure. No changes, same booking, he thought, all going as planned. The itinerary at this minute, on the website, still the same as what they had purchased. So, no updates/changes, same as the original booking.
Last night, he checked in online and the CX flight, BIG PROBLEM. Because of the changes, they were meant to depart the day before and connect with AY through to Berlin. There go the flights.
In this specific case, it seems that Webjet have
AGREED TO INVESTIGATE the matter, and hopefully it will be resolved.
In general, we believe that the passenger should always take up the responsibility of confirming their flight with the airline prior to departure.
The travel agent may have some legal responsibility and certainly a moral obligation...
... but at the end of the day it’s the passenger who, at the very least, is inconvenienced.
In the words of another member:
Very unfortunate chain of evens for the OP's parents - and a good lesson (although we probably al do already ) to check flights and tmings directly via the airline(s)
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