Urgent help needed ref:On the beach Holidays

ajbrynoffa

We booked 6 days in Portugal with these online this afternoon and went right through and clicked book.A box then popped up saying there was a problem with your booking we will contact you within 48 hours however if we don`t please phone this number.I phoned them because it was obvious something wasn`t right and the chap said we hadn`t ticked for the baggage upgrade and i said there wasn`t a page with that option on so i presumed baggage was included,but he said it would be 43 quid each on top of the 40:mad:5 pound we`d paid.I consequently said that i wasn`t prepared to pay this as it had accepted our booking and he said we`d have to e mail the cancellation department.They have since been on the phone saying basically we have to pay for baggage or pay a cancellation fee,where as i`m saying we`ve pressed book ,they`ve taken the 405 pound that should be the booking completed....where do i stand?A manager is phoning me back tomorrow.

Incapuppy

From OTB website:

In flight meals, baggage allowance and charges

All airlines have a standard baggage allowance which is included in our online prices. Allowances differ significantly from airline to airline. The allowance you are entitled to will show in the booking conditions of your airline which are displayed at the bottom of this e-mail. Where you require extra luggage allowance this will have to be added to the booking and paid for.
Certain charter airlines and low cost (no frills flight) carriers consider hold baggage to be an optional extra. When you are booking with an airline that does make a charge for luggage it is not included or displayed in our head line prices and the option to add this extra facility will be offered to you after we have received your order request. Please note that all hold luggage charges are dependent on the price charged to us by the airline in question however the final price we will charge you is set by us and can vary. This will usually be between £4 and £22 per bag for each leg of the journey. The luggage allowance will be dictated by the airline in question and can again vary. Should you choose not to take any hold baggage on your trip then you will receive the standard hand baggage allowance as detailed in the airlines booking conditions. This will normally be between 5 and 10kg. Bags must be no larger than the dimensions allowed by the airline in question for carry on luggage. For further information please refer to the airline booking conditions at the bottom of this page. Our online prices do not include in-flight meals.
Please note where flight extras are added at the time of booking they cannot be removed, cancelled or refunded.

ajbrynoffa

still doesn`t really explain why they took the initial £405 then asked for another £46 each...thanks though

delwynshd

all low cost airlines charge for bags try and find out who the flight is with

BMI charge 40 pounds for bags im not sure who else does

It can range from 16 - 40 depending on the airline, when booking you hols seperate always asume that bags are not in the cost and call the agent

You wont be able to do anything its either pay for them or dont take anything, you only get some baggage allowance if booking a package holiday these days, but now some operators are charging for bags

OTB are a horrible company there customer service is terrible


Del

Incapuppy

ajbrynoffa wrote: »

still doesn`t really explain why they took the initial £405 then asked for another £46 each...thanks though

Yes it does!!!

I think they are likely to quote this from their Terms of Business:

In flight meals, baggage allowance and charges

All airlines have a standard baggage allowance which is included in our online prices. Allowances differ significantly from airline to airline. The allowance you are entitled to will show in the booking conditions of your airline which are displayed at the bottom of this e-mail. Where you require extra luggage allowance this will have to be added to the booking and paid for.
Certain charter airlines and low cost (no frills flight) carriers consider hold baggage to be an optional extra. When you are booking with an airline that does make a charge for luggage it is not included or displayed in our head line prices and the option to add this extra facility will be offered to you after we have received your order request. Please note that all hold luggage charges are dependent on the price charged to us by the airline in question however the final price we will charge you is set by us and can vary. This will usually be between £4 and £22 per bag for each leg of the journey. The luggage allowance will be dictated by the airline in question and can again vary. Should you choose not to take any hold baggage on your trip then you will receive the standard hand baggage allowance as detailed in the airlines booking conditions. This will normally be between 5 and 10kg. Bags must be no larger than the dimensions allowed by the airline in question for carry on luggage. For further information please refer to the airline booking conditions at the bottom of this page. Our online prices do not include in-flight meals.
Please note where flight extras are added at the time of booking they cannot be removed, cancelled or refunded.




No-Frills Flights

When we make a booking for you with certain low cost (no frills) airlines we do so as your agent. We will search the relevant airline database, and then, if you choose to buy, will purchase the flight seats on your behalf directly from the airline, using the card details you have provided. This confirms your contract with the airline. Where you have used a credit card to book this offers you protection under the Consumer Credit Act in the event of the airlines failure (most no frills carriers do not hold ATOL licences). In processing your payment you will see two separate transactions on your card statement one will be for the cost of your flights with the airline and the remainder will be your payment to On the Beach Limited including our booking fees. As with all other principals we accept no responsibility for the acts or omissions of the no frills (low cost) carriers or for the services provided by them. Their terms and conditions will apply to your booking and you should familiarise yourself with these terms. You can view them by clicking the Booking Conditions link at the bottom of your booking summary. Please note that all no frills flight bookings are non-refundable.
When booking with certain charter airlines and low cost (no frills flight) carriers it is not unusual to find that they will make a separate charge to check in hold baggage. Where this charge is levied by the airline we will offer you the opportunity to add this optional extra to your booking. (Please refer to the in flight meals, baggage allowance and charges section of terms of business above).
No tickets will be issued for low cost flights and you will simply need your confirmation number, which will be emailed to you with your booking confirmation, along with your passport, to board the flight.







I then run through a dummy booking for the Algarve and see this on the page prior to the one requiring payment details:



Flights Price:
2 adults x £80.00

Flight price includes flight seat, passenger duty, fuel supplement and ticket on departure/delivery fee.

Important Information

Luggage allowance will be 10kg of hand luggage only, per passenger.
This airline now charges separately for hold baggage. We offer the choice to pay for this option or not – it’s up to you.
Make your selection in the final stage of the booking process.
15kg of hold baggage is £23.00 per person, per leg of your flight, for each passenger (excluding infants).


I should say that they contacted you as the option to add baggage was perhaps not on the final page of the online booking form, nonetheless it's not like you weren't notified mid-booking of the T&Cs. I'm sorry if I do not sound sympathetic, I am just trying to state information from their website to show you why you have been charged extra for the luggage.

PS: if you are only going for 6 days is there any reason why you can't manage if you have 10kg each hand luggage?

ajbrynoffa

Thanks for your replys ,i have since been contacted by them to say that there was an error on their website and they have therefore cancelled it free of charge which is a nice result but now leaves me still looking for a holiday !never mind onwarsd and upwards!

Incapuppy

When you find something pop the details in the Beat My Quote thread at the top of this forum page and see if anyone can find it cheaper for you.