Flight Booking

follyfoot

I booked a flight with a travel agent 4 days ago. I received an instant confirmation and terms and conditions. However, when i tried to select my seat the airline said they had no details about the booking and i should contact the travel agent. the travel agent is now saying they have no record of the booking although they sent me a booking invoice. what can i do? Is this common practice when booking online with travel agents or have i been scammed?

Donnie

Scammed? Which Travel agent? How did you pay? How much did you pay? If you paid by card, has it been debited?

Takecareofthepennies

The travel agent needs to pay the airline before the airline will turn a reservation into a booking on their computer system.

What did you receive from the agent? A reservation confirmation, an invoice, or both?
Did they take payment? If not, can you still book (again) at the same price?

Make sure you keep all relevant paperwork / e-mails / screenshots.

follyfoot

Takecareofthepennies wrote: »

The travel agent needs to pay the airline before the airline will turn a reservation into a booking on their computer system.

What did you receive from the agent? A reservation confirmation, an invoice, or both?
Did they take payment? If not, can you still book (again) at the same price?

Make sure you keep all relevant paperwork / e-mails / screenshots.

i received an invoice confirmation with travel agent booking reference and terms and conditions. the invoice confirmation contained the flight departure and arrival time and flight number. I paid by credit card which has been debited. the travel agent claim they have no record of booking

Takecareofthepennies

I assume this is an e-mail confirmation? Have you e-mailed it back to the agent for comment? What do they have to say about the fact that they have taken payment from you?

If the agent has taken payment from your card, a contract exists. If then there is a subsequent breakdown of some sort in the agent's system, it is up to them to sort it out.

Has the price of the flight gone up in the meantime or is it still bookable at the same price, possibly elsewhere? If so, your best option might be to do so and get a refund from the agent or a section 75 refund from your credit card company. I would suggest, though, that you have something in writing from the agent to say they have not booked anything for you.

follyfoot

Takecareofthepennies wrote: »

I assume this is an e-mail confirmation? Have you e-mailed it back to the agent for comment? What do they have to say about the fact that they have taken payment from you?

If the agent has taken payment from your card, a contract exists. If then there is a subsequent breakdown of some sort in the agent's system, it is up to them to sort it out.

Has the price of the flight gone up in the meantime or is it still bookable at the same price, possibly elsewhere? If so, your best option might be to do so and get a refund from the agent or a section 75 refund from your credit card company. I would suggest, though, that you have something in writing from the agent to say they have not booked anything for you.

i havent checked if the price has gone up or whether it is still bookable at the price i paid because i am waiting for the travel agent to let me know what they intend to do since they are still looking into the matter.

follyfoot

just checked the price has almost doubled and my card was debited on the day i paid and shows up on my card statement. If they now have a contract do they have to honour the price i paid because i cannot get the ticket anywhere else at that price?

Takecareofthepennies

follyfoot wrote: »

If they now have a contract do they have to honour the price i paid because i cannot get the ticket anywhere else at that price?

Yes. Whether they intend to honour their part of the contract, though, is a different matter.

I would try to get a firm answer from them, one way or another, a.s.a.p.
Should they now say they cannot sell you a ticket at the original price, tell them that you will book elsewhere and seek redress for the difference. Your legal position seems as clear as it could possibly be.

I keep my fingers crossed for you that they accept their mistake and resolve the matter without further hassle for you.

follyfoot

is there any organisation i can complain to since i have to travel on the day i have booked and do not see why i should fork out more money? the agent is netflights which i believe is part of thomas cook. should i complain to thomas cook? netflights do not seem to answer their phones in a timely fashion and dont bother to respond to email. i find this practice very underhand that a travel agent can take money for a ticket and then deny they have any record of me.

Takecareofthepennies

follyfoot wrote: »

is there any organisation i can complain to ...

They are a member of ABTA. However, I would not hold my breath for a timely resolution (don't know how soon you need to fly - ?) through that channel.

By all means contact ABTA, but best in my view to write to Netflights immediately by special delivery, briefly outline the issue again, demand they confirm your booking within, say, 3 - 7 working days (depending on when your flights are and how urgent the matter is becoming), and tell them that otherwise you will book elsewhere and recover the full cost from them.

Do so if you have to, making sure you book the cheapest alternative now available (it would be a good idea to keep records / printouts of several options offered) and issue proceedings through moneyclaimonline a.s.a.p. You will have to foot the bill for a new ticket temporarily, but with a confirmation from Netflights and a payment taken from your card no small claims court will find in their favour.

If you have the opportunity, try running this by your local CBA for an opinion.

follyfoot

Takecareofthepennies wrote: »

They are a member of ABTA. However, I would not hold my breath for a timely resolution (don't know how soon you need to fly - ?) through that channel.

By all means contact ABTA, but best in my view to write to Netflights immediately by special delivery, briefly outline the issue again, demand they confirm your booking within, say, 3 - 7 working days (depending on when your flights are and how urgent the matter is becoming), and tell them that otherwise you will book elsewhere and recover the full cost from them.

Do so if you have to, making sure you book the cheapest alternative now available (it would be a good idea to keep records / printouts of several options offered) and issue proceedings through moneyclaimonline a.s.a.p. You will have to foot the bill for a new ticket temporarily, but with a confirmation from Netflights and a payment taken from your card no small claims court will find in their favour.

If you have the opportunity, try running this by your local CBA for an opinion.

I have to travel next Thursday so unless they get back to me tomorrow I am forced to book an alternative. This is a business trip and will inconvenience many others if i dont go. I have email correspondence from them and will write an email informing them i expect them to issue the ticket.