Bloody Travel Agents. Can they do this?
Discussion
Right - the situation is.......
Back in March I booked a family holiday for Autumn half term. We have had a tough year so I wanted to spoil us all.
Using an ABTA bonded well known Travel Agent I booked through their website a 5* all inclusive new hotel with a private beach, flights were booked at the same time as I searched and selected Hotels and Flights as one option. I booked 2 suites, flights and car hire and it is all paid for as the final payment date was in August.
I had a phone call today to tell me tha the hotel is now unavailable as they have decided to close early for the winter...WTF?
The agent then went on to say that they have booked me two rooms at another hotel. I checked that hotek online and find its a tired looking 1970's monstrosity, is only 4 stars and is across the road from a public beach.
I told the agent that this is no where near equivalent to the hotel I booked, and they have said that it is the best available and they have no all inclusive 5* rooms for my dates.
They then told me that if I didnt accept the hotel that they would refund my accommodation charges but not flights or car hire! This would leave me with either flights and no accommodation or out of pocket by almost £2k. Flights are totally useless without accommodation.
I have looked for accommodation myself, but the dates are so close that the price of anything equivalent is massive and out of budget - circa £4000 for 2 rooms (not suites) for a week.
The agent is ABTA bonded, and I have tried to call ABTA to find out my rights but their phone enquiries line costs 50p a minute and is barred by work anyway.
Clearly I have told the agent that they need to sort this out to my satisfaction and have given them a list of acceptable subsitute hotels.
My dates are fixed because of school holidays, the destination is sort of fixed as it also relates to my daughters school project.
Does any one know what my rights are? Do I have to accept a carrpy hotel or lose the costs of my flights and car hire?
I did book by credit card. I don't really want to cancel as the family need a holiday as we havent had a propoer one this year due to exams and my work.
Edited by blueg33 on Friday 23 September 09:13
zaphod42 said:
For clarity, did you book a package holiday, or did you book a hotel, a set of flights and car hire as separate components?
This may sound daft, but I am not sure. I searched for holidays including hotel and flights for my dates. It came up with a choice of hotels and I serected one, it then showed my the prices and I clicked buy and paid a deposit. Car hire is an add on. I paid for the holiday in two installments. Deposit and balance.
zaphod42 said:
For clarity, did you book a package holiday, or did you book a hotel, a set of flights and car hire as separate components?
This may sound daft, but I am not sure. I searched for holidays including hotel and flights for my dates. It came up with a choice of hotels and I serected one, it then showed my the prices and I clicked buy and paid a deposit. Car hire is an add on. I paid for the holiday in two installments. Deposit and balance.
Throughout the booking process the company refer to "the Holiday" and lump prices together.
But doing a fake booking this morning, I noticed this hidden at the bottom of the page
A bit annoyed that this is not made clear during the booking process!
But doing a fake booking this morning, I noticed this hidden at the bottom of the page
Travel Agent said:
Travel Republic is a travel search website acting as agent only in providing access to the widest choice of travel products from a vast range of providers all at the best prices. Each product (e.g. flight, hotel or car hire) is booked separately by you with the travel provider and creates a contract directly between you and the provider of that product. You may select one product (e.g. flight) or several products (e.g. flight and hotel) - it makes no difference to product pricing, product availability or the resultant contractual relationships. Travel Republic champions value, choice and flexibility and does not sell, organise or arrange package holidays.
The total financial protection plan and *price match guarantee apply to each and every individual booking.
So I suspect I have a problem.The total financial protection plan and *price match guarantee apply to each and every individual booking.
A bit annoyed that this is not made clear during the booking process!
I read something yesterday in a ski magazine about ABTA rules. I recall that it says you have to book everything together and that some sites that click through to options e.g. hire cars etc. then these might not be considered "together" by ABTA.
Not sure if this helps but good luck!
Gary
Not sure if this helps but good luck!
Gary
blueg33 said:
zaphod42 said:
For clarity, did you book a package holiday, or did you book a hotel, a set of flights and car hire as separate components?
This may sound daft, but I am not sure. I searched for holidays including hotel and flights for my dates. It came up with a choice of hotels and I serected one, it then showed my the prices and I clicked buy and paid a deposit. Car hire is an add on. I paid for the holiday in two installments. Deposit and balance.
zaphod42 said:
I suspect the difference is between a package holiday and a travel broker building up a set of components. Sadly a case of the small print being quite material.
Pretty much. If its a package holiday, he has to be covered by an ATOL license (if they are selling a flight, among other things) - and if you pay a deposit (or full payment), you need to be given an ATOL receipt for that too (not just a normal receipt)tex200 said:
I'd take the offer of the lesser hotel and ask about getting a partial refund for the difference in standards.
Enjoy the the holiday and remember that a hotel room is just a place to sleep in.
Ross.
When booking and all inclusive luxury holiday the hotel is more than just a place to sleep in.Enjoy the the holiday and remember that a hotel room is just a place to sleep in.
Ross.
I stay in hotels all the time for work, and I wanted something a bit special. I am paying "special prices"
zaphod42 said:
I suspect the difference is between a package holiday and a travel broker building up a set of components. Sadly a case of the small print being quite material.
I think you are right. Its a warning to myself! I have always sorted all my own holidays details myself and in 15 years of doing that have never had a single problem even with complex multicentre longhaul holidays with lots of flights etc.The first time i use a travel agent, I get this crap!
I am cross that it is sold as a "holiday" but in reality is a bunch of bits brought through 3rd parties that I have no control over. This is not the way its sold.
I accept that I should have read the small print, but again at the time of booking that doesn't really spell out the risks!
blueg33 said:
Thanks, what sort of details do you need?
Name of company booked with, who's the carrier of the flights, and if you got any small print, an ATOL reciept (if you got it, will basically be a reciept that says on it ATOL reciept, and their ATOL number), any paperwork re the deposit (Im guessing you paid a deposit to the agent)PintOfKittens said:
Name of company booked with, who's the carrier of the flights, and if you got any small print, an ATOL reciept (if you got it, will basically be a reciept that says on it ATOL reciept, and their ATOL number), any paperwork re the deposit (Im guessing you paid a deposit to the agent)
YHM Thanks 
PintOfKittens said:
I used to work for a company that's a competitor of ABTA - want to PM me some details?
I am confused now.ABTA = Association of British Travel Agents?
This is an association that companies choose to join to primarily offer confidence to customers.
How can a 'company' be in competition with an umbrella association?
Kevin VRs said:
PintOfKittens said:
I used to work for a company that's a competitor of ABTA - want to PM me some details?
I am confused now.ABTA = Association of British Travel Agents?
This is an association that companies choose to join to primarily offer confidence to customers.
How can a 'company' be in competition with an umbrella association?
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