Travel agent fails to issue ticket

Takecareofthepennies

Hi all -

The gloves are off! :cool:

Had to book an air ticket at short notice on Saturday night for travel on Sunday. Found a reasonably priced flight (well, given the short notice anyway) on a smallish agent's web site, booked, and received more or less instant confirmation by e-mail.

Upon trying to check in at the airport, I was told that, although the booking was in the airline's system and the seat was reserved, no e-ticket had been issued since the agent had not made payment to them. :mad: No answer when I tried to phone the agent. My only option if I wanted to travel (and I absolutely had to) would be to buy a new ticket - at, as you would expect, a considerably higher price. Not having a choice I coughed up another substantial three-figure sum and went on my travels.

I contacted the agent immediately by e-mail, requesting that they do not charge my card and that they re-imburse me for the price difference (which is more than half their fare again). They confirmed that they had not taken any money, but also said a re-imbursement for the price difference was out of the question.

The agent puts forward no contract was made as they did not take any money. They also say their system would not allow the booking of flights departing within three days (clearly wrong) and point out that their confirmation states that a re-confirmation and e-ticket will be e-mailed within 48 hours (true, but of no use if the flight departs within 24 hours).

I would like to think that if they accept bookings for flights on the next day, they should have adequate systems in place and should be contactable in urgent cases - after all, they confirmed by e-mail.

We have exchanged a couple of e-mails and I am now considering going through the Money Claims Online procedure (the small claims court thing).

I welcome your comments before proceeding.

Tozer

What travel agent was it?

You relied on their skill and care and they defaulted. They need to make you whole and reimburse for the extra costs.

Go for them in negligence AND contract. Contractually it is a bit complex as they act as an agent for the airline and your contract (which appeared not to have been created!) would therefore be with the airline.

Takecareofthepennies

I do not think it would be good form to name them at this point since I am in dispute with them.

Thank you for your advice re. negligence. That sounds like a good idea and I will use that if I really have to drag them to the law.

Tozer

Takecareofthepennies wrote: »

I do not think it would be good form to name them at this point since I am in dispute with them.

Thank you for your advice re. negligence. That sounds like a good idea and I will use that if I really have to drag them to the law.

It would help to know who they are as they may be arbitration schemes, escalation procedures, etc which could help.

pinkshoes

Was the travel agent a member of ABTA?

Takecareofthepennies

pinkshoes wrote: »

Was the travel agent a member of ABTA?

The blurb on their website mentions ATOL and IATA, but not ABTA.

Takecareofthepennies

Tozer wrote: »

It would help to know who they are as they may be arbitration schemes, escalation procedures, etc which could help.

I have sent you a PM.

During my little e-mail exchange with the agent, I actually invited them to suggest a suitable arbitration body, but got no reply to this.

Takecareofthepennies

Update: Date for a court hearing has been set for later this month. I still can't believe the travel agent let it get to this stage ...

Takecareofthepennies

Sorry it has taken me a while to update this with the final outcome: We got a full and clear judgment in our favour. :j Interestingly, the judge actually steered the matter away from negligence and found the agent in breach of contract.

On the morning, we followed the judge's advice to try and make a final effort at resolving the matter amicably. However, this somewhat came off the rails when the agent accused me of having "come through the back door to steal from my business" :eek: as I had used a screenscraper.

Against my better nature I have to admit that it was then rather satisfying to subsequently see him cut down to size by the judge who was having none of his BS. :T

Result: We have recovered the extra cost of the re-booked flight plus court costs, travel costs, and loss of a day's earnings x 2. :beer: Altogether, the agent ended up paying almost twice as much as we had originally asked for, and that's before taking his own costs into account.

Finally, I will still say though that I am in no rush to repeat the experience. My personal advice to anybody would be to try and reach some sort of agreement without involving the courts.

jillie1974

glad it got all resolved at last for you.

DVardysShadow

Now try getting your money....

Please post back!