Travel agent messing about
Discussion
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?
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?
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
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 said:
Thanks. Very helpful.
Flights originate in the UK, but have connections.
Agent is saying the airline ticketed them early due to current volatility.
The agent is making things up as they go along. Flights originate in the UK, but have connections.
Agent is saying the airline ticketed them early due to current volatility.
It’s a well known tactic, sell holiday, callback days later saying flights have either A) gone up or B) need ticketing so here’s some alternatives.
Who’s the OTA? Can you find a familiar pattern in their reviews?
InformationSuperHighway said:
Another example of reasons to always book direct with airline and hotel avoiding travel agents and these dramas.
this. in this day an age unless you are going somewhere exotic / unusual / restricted there's no point in using an agent. certainly no need to book nearly a year in advance, you can do it all yourself.languagetimothy said:
InformationSuperHighway said:
Another example of reasons to always book direct with airline and hotel avoiding travel agents and these dramas.
this. in this day an age unless you are going somewhere exotic / unusual / restricted there's no point in using an agent. certainly no need to book nearly a year in advance, you can do it all yourself.ninepoint2 said:
captain_cynic said:
InformationSuperHighway said:
Another example of reasons to always book direct with airline and hotel avoiding travel agents and these dramas.
This.Threads like this highlight why you should never deal with travel agents, they only rip you off.
I would not use an online TA for complex itineraries but find the one I use extremely helpful and has saved us money.
Bob_The_Builder said:
The flip side is my parents travel agent is amazing. Any issues just ring and it's sorted.
Hotel forgot to pick us up from the boat, quick call to moan. The next morning we have exclusive use of a fully crewed 100ft boat/yacht for the day.
Can't make a trip due to medical issues (outside of insurance), he got a full refund (6 figures).
Like anything there are good ones and bad ones. Try a good one, you might be surprised.
There you are then. All you need to do is book a holiday for over £100k and top service will be assured.Hotel forgot to pick us up from the boat, quick call to moan. The next morning we have exclusive use of a fully crewed 100ft boat/yacht for the day.
Can't make a trip due to medical issues (outside of insurance), he got a full refund (6 figures).
Like anything there are good ones and bad ones. Try a good one, you might be surprised.
snuffy said:
There you are then. All you need to do is book a holiday for over £100k and top service will be assured.
Ha ha, okay I get it. But funnily enough book an expensive holiday and top service WON'T be assured. My point was a good ravel agent does not just book tickets. They follow up and are on hand.Bob_The_Builder said:
Ha ha, okay I get it. But funnily enough book an expensive holiday and top service WON'T be assured. My point was a good ravel agent does not just book tickets. They follow up and are on hand.
To me "on hand" at that level would be being right there. Years ago I got a works reward trip with some colleagues and our wives and it must have cost £100K. We had someone travelling with us from the UK and then a local guides (usually two of them) at each place we visited.Having said that, I can't begin to imagine the margin in a holiday that allows £10K of yacht charter as an apology.
ExBoringVolvoDriver said:
ninepoint2 said:
captain_cynic said:
InformationSuperHighway said:
Another example of reasons to always book direct with airline and hotel avoiding travel agents and these dramas.
This.Threads like this highlight why you should never deal with travel agents, they only rip you off.
captain_cynic said:
And at that point, the TA stops answering calls.
A good one won’t…….and they do exist. The one I use, relies on recommendations to get business so if he lets people down, he ain’t going to get any more business from his clients or recommendations.We have used him for several trips and based on our recommendations to friends he has gained signifiant repeat business from them.
I guess if you deal with a faceless organisation from the internet, then that will probably happen.
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