Package holiday - amount unauthorised
Discussion
A little help if possible, package holiday booking gone wrong....
Set the MIL on booking a week in Mexico for this Autumn, just calling to confirm a deal we'd found on a holiday site named akin to a old analogue TV service. £780pp all in, fair hotel, that'll do...
She sorts it out and they call me to take the initial £350 deposit. 5 minutes later I speak to her and she says it's not the £780pp but actually £900...not the end of the world but far more than it would realistically be.
I call them to cancel, less than 15 mins later, stating that this is not what I've authorised, they then say it's actually £1k pp that I've actually agreed to (in proxy) and refuse to cancel the booking, getting a bit abusive/make me in tone in the process...
Point of note, I only authorised £780pp to the MIL, when they called for the deposit authorisation they said further to calls with MIL deposit is £350, not stating the full cost to me. I did authorise this, under the understanding of the price I stated originally.
Their price and MIL's prices are £100pp out and £220pp out to what I agreed. Credit card company won't discuss or refund until it hits the account on Friday...don't really want it getting that far...
How do I sort sort this?
Set the MIL on booking a week in Mexico for this Autumn, just calling to confirm a deal we'd found on a holiday site named akin to a old analogue TV service. £780pp all in, fair hotel, that'll do...
She sorts it out and they call me to take the initial £350 deposit. 5 minutes later I speak to her and she says it's not the £780pp but actually £900...not the end of the world but far more than it would realistically be.
I call them to cancel, less than 15 mins later, stating that this is not what I've authorised, they then say it's actually £1k pp that I've actually agreed to (in proxy) and refuse to cancel the booking, getting a bit abusive/make me in tone in the process...
Point of note, I only authorised £780pp to the MIL, when they called for the deposit authorisation they said further to calls with MIL deposit is £350, not stating the full cost to me. I did authorise this, under the understanding of the price I stated originally.
Their price and MIL's prices are £100pp out and £220pp out to what I agreed. Credit card company won't discuss or refund until it hits the account on Friday...don't really want it getting that far...
How do I sort sort this?
miniman said:
Should be straightforward Distance Selling regs I would say. 14 days cooling off.
Consumer Contracts Regulations, now, and Package Holidays are exempt.http://www.lawsociety.org.uk/support-services/advi... and http://www.legislation.gov.uk/uksi/2013/3134/regul...
However - the Package Travel Regulations (1992) might apply, depending on the exact nature of the contract : https://www.gov.uk/government/uploads/system/uploa... and http://www.legislation.gov.uk/uksi/1992/3288/conte...
Thanks all, have spoken to the MIL, she has confirmed that she did not agree to the higher amount (just £899 for 4 for the group).
I was asked to authorise a transaction but never told how much I was actually authorising (beyond the immediate payment)
The booking has now come through at £999pp for all 6!
The initial contact with the CC company was positive, they said they'll dispute and cancel payment thankfully but still have to wait for it to flow through onto the CC balance to do so.
I was asked to authorise a transaction but never told how much I was actually authorising (beyond the immediate payment)
The booking has now come through at £999pp for all 6!
The initial contact with the CC company was positive, they said they'll dispute and cancel payment thankfully but still have to wait for it to flow through onto the CC balance to do so.
Edited by kiethton on Monday 28th March 17:22
Just had a call from them...
Offering to discount but not refund, saying that i'd lose the deposit paid - £366
They failed to answer my questions/points however:
- The contract for the holiday is with me as I was paying, in not disclosing the total price for the holiday they have breached the consumer rights act which requires them to disclose both the deposit and total amount payable.
- That the amount (final) is not what was agreed with the MIL in any event
We got nowhere on the phone, next step the credit card company who should put a block on things come the morning, else it's down the money claim online route I guess...
Offering to discount but not refund, saying that i'd lose the deposit paid - £366
They failed to answer my questions/points however:
- The contract for the holiday is with me as I was paying, in not disclosing the total price for the holiday they have breached the consumer rights act which requires them to disclose both the deposit and total amount payable.
- That the amount (final) is not what was agreed with the MIL in any event
We got nowhere on the phone, next step the credit card company who should put a block on things come the morning, else it's down the money claim online route I guess...
kiethton said:
Just had a call from them...
Offering to discount but not refund, saying that i'd lose the deposit paid - £366
They failed to answer my questions/points however:
- The contract for the holiday is with me as I was paying, in not disclosing the total price for the holiday they have breached the consumer rights act which requires them to disclose both the deposit and total amount payable.
- That the amount (final) is not what was agreed with the MIL in any event
We got nowhere on the phone, next step the credit card company who should put a block on things come the morning, else it's down the money claim online route I guess...
How much discount have they offered? does it equate to what you initially thought you would be paying?Offering to discount but not refund, saying that i'd lose the deposit paid - £366
They failed to answer my questions/points however:
- The contract for the holiday is with me as I was paying, in not disclosing the total price for the holiday they have breached the consumer rights act which requires them to disclose both the deposit and total amount payable.
- That the amount (final) is not what was agreed with the MIL in any event
We got nowhere on the phone, next step the credit card company who should put a block on things come the morning, else it's down the money claim online route I guess...
Saleen836 said:
kiethton said:
Just had a call from them...
Offering to discount but not refund, saying that i'd lose the deposit paid - £366
They failed to answer my questions/points however:
- The contract for the holiday is with me as I was paying, in not disclosing the total price for the holiday they have breached the consumer rights act which requires them to disclose both the deposit and total amount payable.
- That the amount (final) is not what was agreed with the MIL in any event
We got nowhere on the phone, next step the credit card company who should put a block on things come the morning, else it's down the money claim online route I guess...
How much discount have they offered? does it equate to what you initially thought you would be paying?Offering to discount but not refund, saying that i'd lose the deposit paid - £366
They failed to answer my questions/points however:
- The contract for the holiday is with me as I was paying, in not disclosing the total price for the holiday they have breached the consumer rights act which requires them to disclose both the deposit and total amount payable.
- That the amount (final) is not what was agreed with the MIL in any event
We got nowhere on the phone, next step the credit card company who should put a block on things come the morning, else it's down the money claim online route I guess...
They have bloody put through on the paperwork £999pp - £5,994 total
They have offered £949pp - £5,694
Even then its over £1100 more than what I thought which was already busting the budget, its only a week away FFS and I managed 3 weeks in South Africa for only £1050 earlier this year!
kiethton said:
Even then its over £1100 more than what I thought which was already busting the budget, its only a week away FFS and I managed 3 weeks in South Africa for only £1050 earlier this year!
Well you should have booked it then. They holiday company are not responsible for it not costing £780 pp, thats down to your MIL.I appreciate that I should have just done it, but you can't just quote somebody a price, take a deposit and then say "no, it's not the price you've agreed but 22% more, you can't complain or have a refund" the MIL categorically denies that she ever agreed to this price.
Surely that's a bit off, if they're calling for payment they also need to tell me how much it's costing, if I'm paying, the contracts with me, if they don't tell me what they are actually charging I've got a claim under the consumer rights act...that's in addition to not being able to take a deposit and charge what they want!
Thankfully the claim with the CC has been lodged, as teletext holidays are worse than unhelpful on the phone hopefully the credit card co. will refund this with minimal fuss come the morning
Surely that's a bit off, if they're calling for payment they also need to tell me how much it's costing, if I'm paying, the contracts with me, if they don't tell me what they are actually charging I've got a claim under the consumer rights act...that's in addition to not being able to take a deposit and charge what they want!
Thankfully the claim with the CC has been lodged, as teletext holidays are worse than unhelpful on the phone hopefully the credit card co. will refund this with minimal fuss come the morning
Edited by kiethton on Monday 28th March 22:25
I have used olt text service holidays for years, they always quote prices from.
If the advert States prices from 750, you can always be sure they will return with a price 20% higher when you are on the phone with them doing the booking. I always record the conversation, both sides of it, it's just a better way of clearing up any possible dispute later on.
Teletext were bought by some Indian based company, and just kep the TT name
If the advert States prices from 750, you can always be sure they will return with a price 20% higher when you are on the phone with them doing the booking. I always record the conversation, both sides of it, it's just a better way of clearing up any possible dispute later on.
Teletext were bought by some Indian based company, and just kep the TT name
Indeed, I've had it before with the price increases, but, normally when you agree a price that's what you pay, and no more - here they've added beyond what was agreed and now refuse to refund when the confirmation email came through with this higher price.
I also normally pay all upfront. None of this agree a price (admittedly slightly higher for 4 of the 6 as they need a shared disabled room) pay a deposit on this basis and then find out when the email comes through that they've charged everyone significantly more than they said they would.
Will contact them again and the CC company come the morning, when I've got this deposit back I'll just start over with somebody more reputable tbh.
Normally self-book all aspects, I can see myself doing it that way although harder for all-in hotels.
I also normally pay all upfront. None of this agree a price (admittedly slightly higher for 4 of the 6 as they need a shared disabled room) pay a deposit on this basis and then find out when the email comes through that they've charged everyone significantly more than they said they would.
Will contact them again and the CC company come the morning, when I've got this deposit back I'll just start over with somebody more reputable tbh.
Normally self-book all aspects, I can see myself doing it that way although harder for all-in hotels.
kiethton said:
Just had a call from them...
Offering to discount but not refund, saying that i'd lose the deposit paid - £366
They failed to answer my questions/points however:
- The contract for the holiday is with me as I was paying, in not disclosing the total price for the holiday they have breached the consumer rights act which requires them to disclose both the deposit and total amount payable.
- That the amount (final) is not what was agreed with the MIL in any event
We got nowhere on the phone, next step the credit card company who should put a block on things come the morning, else it's down the money claim online route I guess...
Bad news first OP. The contract is with MIL. You only funded it. Offering to discount but not refund, saying that i'd lose the deposit paid - £366
They failed to answer my questions/points however:
- The contract for the holiday is with me as I was paying, in not disclosing the total price for the holiday they have breached the consumer rights act which requires them to disclose both the deposit and total amount payable.
- That the amount (final) is not what was agreed with the MIL in any event
We got nowhere on the phone, next step the credit card company who should put a block on things come the morning, else it's down the money claim online route I guess...
Secondly, im sure you know that there has been some miscommunication. I booked a holiday recemtly and i can assure you after about 5 times of repeateldy having the costs and terms and conditions repeated to ke, thee is no way i wouldn't know what i had paid for.
Thirdly, if they spoke with you directly to take payment, im sure, as a sensible PH'er, that you didnt confirm the total cost yourself. Something is amiis.
Ask to review the recorded call between your MIL and the agency. The response to that will tell all.
Dont forget that a chargeback for a holiday/flights etc are not a given. Consumer rights act doesnt cover everything and the retailer does have a right of reply. Worst case? No holiday and funds tied up for weeks if tge travel agency gets arsey.
TVR1 said:
kiethton said:
Just had a call from them...
Offering to discount but not refund, saying that i'd lose the deposit paid - £366
They failed to answer my questions/points however:
- The contract for the holiday is with me as I was paying, in not disclosing the total price for the holiday they have breached the consumer rights act which requires them to disclose both the deposit and total amount payable.
- That the amount (final) is not what was agreed with the MIL in any event
We got nowhere on the phone, next step the credit card company who should put a block on things come the morning, else it's down the money claim online route I guess...
Bad news first OP. The contract is with MIL. You only funded it. Offering to discount but not refund, saying that i'd lose the deposit paid - £366
They failed to answer my questions/points however:
- The contract for the holiday is with me as I was paying, in not disclosing the total price for the holiday they have breached the consumer rights act which requires them to disclose both the deposit and total amount payable.
- That the amount (final) is not what was agreed with the MIL in any event
We got nowhere on the phone, next step the credit card company who should put a block on things come the morning, else it's down the money claim online route I guess...
Secondly, im sure you know that there has been some miscommunication. I booked a holiday recemtly and i can assure you after about 5 times of repeateldy having the costs and terms and conditions repeated to ke, thee is no way i wouldn't know what i had paid for.
Thirdly, if they spoke with you directly to take payment, im sure, as a sensible PH'er, that you didnt confirm the total cost yourself. Something is amiis.
Ask to review the recorded call between your MIL and the agency. The response to that will tell all.
Dont forget that a chargeback for a holiday/flights etc are not a given. Consumer rights act doesnt cover everything and the retailer does have a right of reply. Worst case? No holiday and funds tied up for weeks if tge travel agency gets arsey.
MIL is adamant that she did not authorise the higher amount for all, only a small surcharge for the 4 needing a disabled room.
I was a little retarded, yes, I did not confirm the total amount when paying the deposit - they called "credit card details given is it ok if we deduct deposit from card", they didn't confirm the total with me then only the deposit to be taken.
I was paying the deposit for the whole holiday, 6 people, 2 rooms, 1 week.
With the cost increase I'm cancelling the whole holiday and will go elsewhere unless they honour the amount I authorised. When all was unraveling they called, I said to charge what was actually agreed/authorised (£780/slightly more for disabled) or cancel, he came back with £949 and now refuses to cancel when I said it was sill £170pp too much!
With the cost increase I'm cancelling the whole holiday and will go elsewhere unless they honour the amount I authorised. When all was unraveling they called, I said to charge what was actually agreed/authorised (£780/slightly more for disabled) or cancel, he came back with £949 and now refuses to cancel when I said it was sill £170pp too much!
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