Travel agent messing about

[panholio]

My wife booked a package holiday (flights, hotel and transfers) with an online travel agent. The booking was on the basis that we paid a deposit, and the remaining payment was due 12 weeks before we go – the trip is not until March 2027, so payment in December

5 days later the agent called and said the airline has “ticketed” the flights and she needs payment of circa £6k immediately to keep the flights. The outward flight and the return flight are different airlines, but she says part of the same group. Obviously this is way more than we expected up front, so my wife asked to cancel the holiday and return the deposit, but the agent have said the deposit is non- refundable. The deposit is £1400, so I’d rather not lose it.

They have offered less favourable flights (And £500 more!) which are on the 12 week before departure payment, which my wife has had to take, but I am not happy.

Feel like they have move the goalposts. Any thoughts where we stand?

[Mr Pointy]

Do you have the original agreement in writing? If so & they refuse to honour it tell them you want the deposit back or you'll start the MCOL process.

[Bill]

Assuming it's on a credit card then can't you get it back via them?

[Sheepshanks]

panholio said:

Any thoughts where we stand?

Your wife has accepted alternative flights at £500 more.

You're not happy.

[panholio]

Ha bang on sheepshanks, but she was presented with no option.

I ll check what the original agreement was.

Yes paid on an Amex.

Edited by panholio on Wednesday 10th June 17:59

[ExBoringVolvoDriver]

I suspect it will all depend on what the terms and conditions actually say and I would also guess that there will be a clause which says something along the lines that flights may be payable when booked and that changes may be seen at any point.

I know that the TA we use will book flights as soon as they become available 11 months in advance on the basis that we don’t have to pay until 12 weeks before. We have had instances where we have changed the flights without any penalty in that situation.

There are some situations when flights need to be paid up front, usually when the flight originates from outside the UK (we had to pay upfront for a flight from Australia to Bali but not the flight from Uk to Australia and return from Bali).

if it is a return ticket booked with the same group from the Uk, then payment should not be due until 12 weeks before

[panholio]

Thanks. Very helpful.

Flights originate in the UK, but have connections.

Agent is saying the airline “ticketed” them early due to current volatility.