As stranded Zoom passengers yesterday scrambled to buy alternative flights following the budget airline's collapse, one family has been left high-and-dry by the airline for the second time in a year.

Jeremy Cox, 51, and his family had their flights with Zoom cancelled on Thursday in a near repeat of what happened last Christmas when the family had been due to fly to London but Zoom cancelled their flights "at very short notice", leaving Mr. Cox with a $15,000 bill for five tickets on another airline.

In compensation for the Christmas cancellation, Zoom offered him five complimentary return tickets. Those seats however, were booked on the 10.35 p.m. flight to Gatwick on Thursday, which was cancelled the same day Zoom went bust.

Yesterday, Mr. Cox, from Norfolk in the UK, was reeling from having his travel arrangements cancelled for a second time.He has now paid $3,500 for four British Airways tickets, travelling to Gatwick on Monday, but said he will automatically lose the complimentary tickets with Zoom - worth $5,000.

"This is beyond belief," said Mr. Cox. "I am down almost $9,000 just on flights, and now I will have to reorganise all our accommodation and transport in London."

The marine technician, his wife Lexi, daughter Sarah and grandson Shane, were due to collect a yacht in London yesterday, to sail to the Greek Peloponnese islands. "This has thrown everything into disarray," said Mr. Cox. "To drop people in this mess at a couple of hours notice, and in some case not at all, is terrible. There should have been a duty of care."I have given a lot of money to this airline and got nothing back but chaos. The consequences for people are not just cancelled flights, but it alters the course of people's lives."Zoom announced it was applying for insolvency on Thursday, and in a statement on its website advised passengers to contact their credit card company for refunds and seek alternative flights on other carriers. The budget airline – which began its Bermuda service in June 2007, blamed rising fuel prices for its collapse.C Travel, Zoom's ticketing agent on the Island, has said its customers will now be refunded "within 48 hours of request". In a statement, the travel agency said: "The introduction of Zoom into the Bermuda market heralded an era of affordable air fares to London. Unfortunately unprecedented rising fuel costs rendered continuation in business untenable as Zoom was unable to recoup the additional costs from clients who had already purchased their tickets."Zoom was an excellent business partner, recognising and compensating C Travel for our efforts, and providing excellent service to the travelling public. The management of Zoom contacted us late yesterday to thank C Travel and the Bermuda public for their support over the last two years."Those clients who dealt directly with Zoom through Flyzoom.com will need to obtain their refunds through the bank via credit card chargeback, and we have already contacted the bank on behalf of those clients. A period of two months should be allowed for this process."Air officials on the Island yesterday spoke of their "shock" at the airline's sudden demise. Aaron Adderley, general manager of L.F. Wade International Airport, said: "We were all very surprised here at the airport, we weren't anticipating this at all."Thomas Dunston, Director of the Department of Civil Aviation, added: "I am shocked. Nobody saw this coming. They had done quite well with the operation here, but obviously the fuel costs have gone up dramatically."I certainly think this is bad news for Bermuda in the short term, and particularly for all those passengers who are stuck here."E. Michael Jones, Bermuda Tourism Board chairman, said: "This is very unfortunate as Zoom was an excellent opportunity for Bermuda to reduce fares by offering an alternative to British Airways. That loss will be felt in passenger numbers."A Ministry of Tourism and Transport spokeswoman said: "All attention is now being devoted to seeking a replacement service for the UK/Europe route."Premier Ewart Brown, Minister of Tourism and Transport, was last night unavailable for comment, but his Press Secretary Glenn Jones said: "The Premier has been working with the team in Transport today and yesterday to fill the void left by Zoom's closure. It's all hands on deck."Opposition Leader and Shadow Tourism Minister Kim Swan said: "The collapse of Zoom Airlines is a disappointing development for Bermuda and reveals how precarious and difficult the airline industry has become, under the weight of rising fuel prices and intensifying competition. "We have great empathy for local residents and visitors who have been impacted by the situation. It is a sign of the uneasy economic times impacting the world today."British Airways' spokeswoman Sallie Singleton said it had been "inundated" with requests by Zoom passengers. Ms Singleton said although BA flights were "completely full" over the Labour Day weekend, the airline will next week offer "special one-way fares half the usual return price for those customers who have been stranded"."This fare is available to those customers mid-way through their travel plans who are booked to travel from August 28," she said. "BA will also give a discount from its current World Traveller and World Traveller Plus fares to those passengers booked on Zoom but yet to travel."Customers are advised to contact BA at 1-800-AIRWAYS and then fax proof of their Zoom seat purchase.Ms Singleton said last night: "Although British Airways flights are extremely busy, the airline will do all it can to repatriate as many of Zoom's customers as possible."Seeairline feature – Page 12