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Bought a ticket online to fly to USA from UK yesterday. Paid for the ticket and got the confirmation email that ticket has been purchased. All good or so we thought. Got a call today stating that a refund has been issued and then they hung up. A bit outrageous if you ask me. Email sent as a complaint about what has transpired. Discussed with representative over the telephone and initially offered a flight from another airport to destination in lieu. Did not agree to that. They will now call back tomorrow to see what can be offered instead. There was a lot of discussion about how this ticket may be more expensive. I was very diplomatic and stated that they should send any offers via email to see if an amicable solution can be found.
I realise these travel agencies or intermediaries between consumers and the airlines charge a lot of fees if a consumer should change their mind the next day. (This company offers no refunds for tickets as policy except at the airlines discretion. I guess if you died before you had a chance to fly then probably they would issue a refund, but then again would probably incur a fee or a charge)
So where do consumers stand in this situation?
I would think the best thing the booking agency should do is just issue the ticket as ordered. They took payment so why should they not provide the product?
We would be most likely happy if the booking agency booked an alternative flight from the same airport at no extra cost to us and would be flexible on dates within reason. This is for a funeral so there is leeway but not much.
These agencies charge other customers all sorts of fees for everything and anything. Like oh I changed my mind and can no longer go. They are unsympathetic in those cases and never give back the money. I don't think these businesses every run in the red due to this.
I am unsure if the UK follows the same rules for flights as the rest of the EU and how it would apply to this case. Is there not a case that we are owed compensation as per the current law?
I don't think a private company can circumvent those laws? All the reason for asking about it here.
Other countries have very interesting laws when it comes to flying.. There is one country in Asia where changing flight dates is FREE. I was surprised.
To be clear the payment went through yesterday and a confirmation email with the flight passenger details etc was received. The company is based in the UK and payment was taken from a UK bank.
Seems to me that this is a guaranteed money maker for those involved. They advertise tickets at competitive prices and then you pay thinking all is good. Later you receive a call stating ticket is being refunded and they offer you a different flight with a markup instead. They seem not be responsible for advertising tickets that don't exist to get you to send them your money. Then they charge a fee when issuing a refund and try to sell you a much more expensive ticket. From a business point of view quite savvy.
Anyway I hope someone can help us out and I can make sure they are on time for the funeral. In future will buy direct from the airline.Peace of mind is priceless.
I realise these travel agencies or intermediaries between consumers and the airlines charge a lot of fees if a consumer should change their mind the next day. (This company offers no refunds for tickets as policy except at the airlines discretion. I guess if you died before you had a chance to fly then probably they would issue a refund, but then again would probably incur a fee or a charge)
So where do consumers stand in this situation?
I would think the best thing the booking agency should do is just issue the ticket as ordered. They took payment so why should they not provide the product?
We would be most likely happy if the booking agency booked an alternative flight from the same airport at no extra cost to us and would be flexible on dates within reason. This is for a funeral so there is leeway but not much.
These agencies charge other customers all sorts of fees for everything and anything. Like oh I changed my mind and can no longer go. They are unsympathetic in those cases and never give back the money. I don't think these businesses every run in the red due to this.
I am unsure if the UK follows the same rules for flights as the rest of the EU and how it would apply to this case. Is there not a case that we are owed compensation as per the current law?
I don't think a private company can circumvent those laws? All the reason for asking about it here.
Other countries have very interesting laws when it comes to flying.. There is one country in Asia where changing flight dates is FREE. I was surprised.
To be clear the payment went through yesterday and a confirmation email with the flight passenger details etc was received. The company is based in the UK and payment was taken from a UK bank.
Seems to me that this is a guaranteed money maker for those involved. They advertise tickets at competitive prices and then you pay thinking all is good. Later you receive a call stating ticket is being refunded and they offer you a different flight with a markup instead. They seem not be responsible for advertising tickets that don't exist to get you to send them your money. Then they charge a fee when issuing a refund and try to sell you a much more expensive ticket. From a business point of view quite savvy.
Anyway I hope someone can help us out and I can make sure they are on time for the funeral. In future will buy direct from the airline.Peace of mind is priceless.
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