We'd like to remind Forumites to please avoid political debate on the Forum. This is to keep it a safe and useful space for MoneySaving discussions. Threads that are - or become - political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
Travel company claim.
captainzorro
Posts: 70 Forumite
Hi All,
We booked a holiday to Far east with a travle agent based in UK controlled by IATA, ABTA and ATOL protected.
We were informed by them that they have notifed all the hotels about our room upgrade but upon reaching there, we found they haven't.
Secondly, when we arrived in our singapore 5 star hotel, we found out thta the swimming pool was under construction and we had to take a taxi(paid by the hotel) to go to their sister company for a swim. This was of real hassle, we would have appreciated if our travel agent had told us about it but they didn't.
Thirdly, they made a major mistake. We asked for 14 nights stay and the accommodation dates were fine. We were due to check out from our hotel after a four night stay in Singapore on the 22 November 2008. However the agents arranged for our check in at the air port for the 21 November and fly out at 00:10 (10 past midnight) on the 22 November 2008. This would mean that we only stayed for 13 nights and would have paid for 14 nights accommodation because we would have had to check out on the 21 November to leave for the airport. As it occurs because of this confusion and because the flight stated the 00:10 on the 22 of November not realising that it was only 10 mins into the 22 November, we missed our flight thinking it was on the 22 mid night because we weren’t due to check out until the 22 November from the hotel in the afternoon.
It did not occur to us that such an established organisation would make such a mistake in booking flights. Due to the confusion we missed our flight, thus incurring extra costs:
We therefore wrote to our agents about this and their reply was as follows.
They state that the return flights correctly states that the return flights were departing singapore on 22 November at 00:10.
Their terms and conditions state that, We should be checking our documents prior to travel and contact them if we are unsure of anything to do with our travel arrangements.
They also stated that return flights must be reconfirmed 72 hours prior to departure. Also they have written that many passengers with midnight flight departures from the far east will book themselves an extra night at their hotel to use as a day room and avoid being without private facilities for twelve hours, and they are unsure why we would assume that our return flight was booked for anything other than the details stated on all our documentation.
it appears to them as it was our misunderstanding that lead to missing our flight and they have passed our complaint regarding the hotel to their supplier. we are awaiting their reply.
Now I need some help in how to reply them.
From what I know is that, emirates do not require rebooking or reconfirmation of their flights.
our hotel were ready to provide us with an extra room to have shower before our night flights so we would not want to book an extra night at all. Our check out was as late as 4.00pm and if we had gone out for dinner, and came back to our hotel, we were suppos to leave at 8.00om for the airport to be in time for our borading time at 9.00pm. The idea of booking an extra night made no sense as it would mean that we want to pay an extra nights pay for 2 to 3 hours only.
Do we have a point to reply them back and gain our money lost?
Please help.thanks.
We booked a holiday to Far east with a travle agent based in UK controlled by IATA, ABTA and ATOL protected.
We were informed by them that they have notifed all the hotels about our room upgrade but upon reaching there, we found they haven't.
Secondly, when we arrived in our singapore 5 star hotel, we found out thta the swimming pool was under construction and we had to take a taxi(paid by the hotel) to go to their sister company for a swim. This was of real hassle, we would have appreciated if our travel agent had told us about it but they didn't.
Thirdly, they made a major mistake. We asked for 14 nights stay and the accommodation dates were fine. We were due to check out from our hotel after a four night stay in Singapore on the 22 November 2008. However the agents arranged for our check in at the air port for the 21 November and fly out at 00:10 (10 past midnight) on the 22 November 2008. This would mean that we only stayed for 13 nights and would have paid for 14 nights accommodation because we would have had to check out on the 21 November to leave for the airport. As it occurs because of this confusion and because the flight stated the 00:10 on the 22 of November not realising that it was only 10 mins into the 22 November, we missed our flight thinking it was on the 22 mid night because we weren’t due to check out until the 22 November from the hotel in the afternoon.
It did not occur to us that such an established organisation would make such a mistake in booking flights. Due to the confusion we missed our flight, thus incurring extra costs:
- £350 charged by the flight for rebooking and no show at the airport.
£100 for an extra night we had to stay. - £60 food cost for the extra day we had to stay.
- We both lost a day at work because we did not make it back on time.
We therefore wrote to our agents about this and their reply was as follows.
They state that the return flights correctly states that the return flights were departing singapore on 22 November at 00:10.
Their terms and conditions state that, We should be checking our documents prior to travel and contact them if we are unsure of anything to do with our travel arrangements.
They also stated that return flights must be reconfirmed 72 hours prior to departure. Also they have written that many passengers with midnight flight departures from the far east will book themselves an extra night at their hotel to use as a day room and avoid being without private facilities for twelve hours, and they are unsure why we would assume that our return flight was booked for anything other than the details stated on all our documentation.
it appears to them as it was our misunderstanding that lead to missing our flight and they have passed our complaint regarding the hotel to their supplier. we are awaiting their reply.
Now I need some help in how to reply them.
From what I know is that, emirates do not require rebooking or reconfirmation of their flights.
our hotel were ready to provide us with an extra room to have shower before our night flights so we would not want to book an extra night at all. Our check out was as late as 4.00pm and if we had gone out for dinner, and came back to our hotel, we were suppos to leave at 8.00om for the airport to be in time for our borading time at 9.00pm. The idea of booking an extra night made no sense as it would mean that we want to pay an extra nights pay for 2 to 3 hours only.
Do we have a point to reply them back and gain our money lost?
Please help.thanks.
0
Comments
-
What....I don't think so. I was going to say more but I'll just keep quiet.:footie:
Regular savers earn 6% interest (HSBC, First Direct, M&S) Loans cost 2.9% per year (Nationwide) = FREE money. 0 -
captainzorro wrote: »because the flight stated the 00:10 on the 22 of November not realising that it was only 10 mins into the 22 November, we missed our flight
A lot of airlines change their flight times to 23.55 to avoid this.Posts are not advice and must not be relied upon.0 -
Why would you need to board a flight that leaves at 12-10am at 9pm?
You should have checked your details, to me a flight leaving at 12-10am is obviously a flight at just after midnight on the start of the 22nd Nov. It does not matter what you say, you had the flight time and the date of the flight! Can i just ask what time and date did you think your flight was, given that you had been told the above?
Was it your flight home you missed?
At the end of the day, you paid for someone to book you a holiday and they have. They have provided you with dates and flights, it is up to you to make sure you read it and then to be in the right place at the right time.
Sorry but i would say, yes it cost you money but make it a lesson learnt.
Read your details and then read them again and if you are still unsure ask before you leave.
Oh as for the 14 nights part, they will have costed your holiday as a package, i am sure if you had the extra night actually in a hotel and not on a flight it would have cost you some more.
Sorry not to be more positive.
The pool under construction, yes i would have been annoyed.
0 -
Yeah about the 9.00pm I meant the boarding time. i.e. before 3 hours.
The flight was booked for 00:10 on 22nd November however we thought that it was at 00:10 for 23rd November because we had an extra night to stay at the hotel, and they didn't mention anything as our booking was paid upto 22nd November 2008. so we thought that when we check out at 4.00pm on 22nd november and then go at night to the airport to catch the flight in the early hours of morning on 23 Nov. The flight was in fact a day early.0 -
Yes it was out flight home that we missed and I understand it is our fault but they should be responsible for their fault as well.0
-
You would be responsible for the missed flight it is up to you to check the flight information
The hotel would of been booked for the 14 nights to ensure you kept your room on that full day, you would of had no where to stay all day if they had of booked the room for 13 nights, the flight tickets would of stated 0010 departing on the 22nd
The only thing that you have to go with is that you were not informed of the hotel pool being under construction, that is really the only thing that would stand
Im sorry for whats happened to you but ths is what will be the outcome of it
Thanks
DelI am a Travel Agent
My company’s ABTA numbers are P6046. MSE doesn't check my status as a Travel Agent, so you need to take my word for it. This signature is here as I follow MSE's Travel Agent Code of Conduct.0 -
Thanks everyone for your help.
I managed to get £100 as the full and final settlement for the swimming pool. thanks once again.0 -
Sounds like a very fair outcome.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 349K Banking & Borrowing
- 252.4K Reduce Debt & Boost Income
- 452.7K Spending & Discounts
- 241.9K Work, Benefits & Business
- 618.5K Mortgages, Homes & Bills
- 176.1K Life & Family
- 254.9K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 15.1K Coronavirus Support Boards