Airline "undercharged" now wants me to pay more.

Hurtlocker

I changed dates on a pair of return flights over the phone directly with the airline for a cost. Several hours later I got a call back from the airline saying they were going to increase the charge for the alteration. This increase amounts to more that £100 which they attribute to a "system error" and are adamant that I must pay up. From my point of view I executed the alteration at the price quoted to me at the time and do not see why I should have to pay for their error. What are my rights?

Hintza

Find out when they refuse to board you....;)

Sorry a bit facetious I know. I suspect though that unless you are being charged more than everyone else you probably don't have a leg to stand on. They contacted you as soon as they discovered the problem which seems reasonable and was not days or weeks later.

Pollycat

Have you checked the airline's website?

Maybe charges for changes are shown there.

Are you sure the increase is for the CHANGE and not because the cost of the flight you've changed to is more expensive?
e.g. your original flight was £200 when you booked but the going rate for the flight you've changed to is now £250

Hurtlocker

Hello - Appreciate the opinions but does anybody actually know what my rights are?

If someone shows me a price for a good and I buy it then they can't come back later and ask for more money. Is it the same with airline tickets?

Halloway

Hurtlocker wrote: »

If someone shows me a price for a good and I buy it then they can't come back later and ask for more money. Is it the same with airline tickets?

They can ask for more money, what they can't do is just go ahead and charge (e.g.) your credit card for the extra. What they could do is cancel your tickets and refund your money. In which case you would have to rebook, presumably at the higher price.

If you buy an item from Tesco and leave the shop with it they can't try and extract more money from you for it at a later date. An airline ticket is different because (a) you hadn't received the ticket and (b) you had not yet availed yourself of the service to which the ticket entitled you.

Pollycat

Hurtlocker wrote: »

Hello - Appreciate the opinions but does anybody actually know what my rights are?

If someone shows me a price for a good and I buy it then they can't come back later and ask for more money. Is it the same with airline tickets?

I didn't give my opinions, I asked you 2 questions but you've not answered them.

I surmise that the airline gave you a price for the change and then rang you back to say they'd made a mistake and the cost of the change is higher.

What does the airline's website say about charges for amendments?
Is the charge quoted on there the same or higher than they originally quoted you?

If they're adamant that you pay this price, I'd say you're on a sticky wicket if you don't pay but still want to travel.
You may turn up at the airport to find that your ticket has been cancelled.

Hurtlocker

Hello - Appreciate the help but am a bit weary of answers beginning "I'd say that" or "I think that" as once again, these are opinions/suggestions rather than facts. Apologies for not answering further questions but I felt these were somewhat irrelevant to the query. While waiting for a response here I went to consumerdirect.gov.uk and was advised that under supply of goods and services act 1982 the airline has breached its contract by not using reasonable care and skill (i.e. their "system error"). Contract has been formed as money has been paid. :j

I strongly advise anyone with questions on their consumer rights to visit the consumerdirect website.

ihatecaptcha

I strongly advise anyone with questions on their consumer rights to spend a few minutes thinking about exactly what consumerdirect will do for you if you get to the airport and find your tickets have been cancelled. The answer is nothing. Oh sorry, I meant to say "I'd say the answer is nothing."

Pollycat

Hurtlocker wrote: »

Hello - Appreciate the help but am a bit weary of answers beginning "I'd say that" or "I think that" as once again, these are opinions/suggestions rather than facts. Apologies for not answering further questions but I felt these were somewhat irrelevant to the query. While waiting for a response here I went to consumerdirect.gov.uk and was advised that under supply of goods and services act 1982 the airline has breached its contract by not using reasonable care and skill (i.e. their "system error"). Contract has been formed as money has been paid. :j

I strongly advise anyone with questions on their consumer rights to visit the consumerdirect website.

Well, you know where to go to next time you have a problem. :rolleyes:

The answer you say you've been given by consumer direct doesn't (IMHO) answer the issue as you described it.
You never mentioned 'system Error' in your original post.
It helps if you tell the whole story.

I didn't consider the question I asked you twice about what it said on the website about charges for alterations was irrelevant - but then again, we didn't know about the 'system error' then, did we?

Pollycat

ihatecaptcha wrote: »

I strongly advise anyone with questions on their consumer rights to spend a few minutes thinking about exactly what consumerdirect will do for you if you get to the airport and find your tickets have been cancelled. The answer is nothing. Oh sorry, I meant to say "I'd say the answer is nothing."

My sentiments exactly. :rolleyes:

Hurtlocker

@ Pollycat: I'm a bit confused by your last response as I did make reference to a System Error in my original post. I guess its system errors all round this week :rolleyes:

@ ihatecaptcha: If a passanger has a valid confirmation, such as an eticket reciept, then the airline cannot cancel the flight without recourse (othewise what sort of contract is that!?) - see CAA website for passenger re-imbursment for Denied Boarding. That said, rather than waiting for the date of departure for the moment of truth, the aim in knowing and fighting for your rights as a consumer is to edge the dispute in your favour when reaching a mutual agreement with the airline. Thanks to consumerdirect, I and hopefully other readers of this post who might be in a similar situation are now in a position to do just that. :T