Flight went up by £150 even though I paid in full. And it's legal?

evilcc

Hi all,

Just need to let it all out, and try to blacken their name a little bit, even though this practise is apparently perfectly legal, as advised by Consumer Direct.

So, exactly one week ago, I used flightcatchers.com's search engine to find a flight from London Heathrow to San Francisco. I booked the available flight using their online booking tool, and received a confirmation email from them. I paid for this flight in full using my debit card.

Today, exactly one week later, I received a call telling me that the flight that I book is no longer available at that price, because the prices "changed as I was booking". I was then told that I could either pay the £150 difference or receive a full refund.
Well, in that one week since I paid for the flight, I have made all my hotel arrangement which I cannot get a refund for now. I was surprised to learn that it is perfectly legal practise for travel agency to raise the price of their flights at any time prior to you actually flying, as long as they offer you the option of a refund if you do not accept the price increase.
So my gripe is. Flightcatchers.com had my money for over one week, so I was out of pocket. They claimed that they tried to contact me by email or phone (although I did not receive any emails, even checking the spam box, and did not receive any calls from them - and I am always on alert for missed calls as I have a young baby at nursery). Now I will be out of pocket for my hotel, or have to pay an extra £150 for the same flight, and if I book again with another agency, the price of the ticket has now gone up because of time lag, and I cannot do anything about it! Except complain that is. So here I am.

lewroll

Wow - I am completely freaked out by this story. I have booked flights like you did many, many, times and was not aware that the price could go up once you had paid in full! It doesn't sound legal does it? And have to say even if it is legal it is certainly morally wrong.

I would be angry too. Hope you have a good time regardless.

Caz3121

I think this problem can sometimes occur when you book through a third party hence I always try and book direct with the airline on their own website. The issue is that you pass your money over on good faith but it has not actually booked the flight it is more a request for the agent to book the flight for you....any delay can mean the prices changing. I must say though if it has taken a week it does sound a bit like someone did not action it immediately.

evilcc

Since I have been angry all afternoon, I did a lot of research on this company. It seems like what happens to me is common practice for them. (google flightcatchers.com complain if you want to see the posts)

Now I will have to try to get a refund, although from reading other people's experiences, I don't think I will see anything for at least a few months.

Lesson for me, always research the travel agent before booking. And I thought they were legitimate, as I went to their website through fly.com

andrewmp

I'm no expert, but as far as I know, the minute they take payment for the goods (in this case a flight), the contract is confirmed.

I think you could take them to the small claims court for damages.

evilcc

Thought I would update everyone with my somewhat satisfactory resolution on my problem, and thank you all for your support.

So I called flightcheckers.com. The 1st call I was hung up on. The 2nd call I was told that they would issue me with my e-ticket afterall (at the original stated price). They said that I would receive my e-ticket within 20 minutes via email. 20 minutes later, my 3rd call to chase them up resulted in me abusing them some more, but I stayed on the line until I received the e-ticket on email.

I have since checked the tickets with the airline. And it seems to be legitimate. So, an afternoon wasted, but at least I can fly as planned.

Caz3121

great news...quite right they should take the hit out of their pocket if they were the ones that messed up

photome

A fair result by the sounds of things.

My guess is the agent didnt book the flight straight away and then got caught out. It does seem wrong even if it is legal

lynzpower

Wow, thanks for update OP, certainly, I never will use them

I have to say, if I find a flight, I ALWAYS call Flight centre who will undercut the price. They have this price promise.

There was a special on Malaysian Airlines flight ( on Malaysian website) and I called flightcentre, they said it would undercut it, they undercut it by only a pound a seat but they did it, and I would prefer to have that £2 than not! ( buy me half a coffee at an airport!)

I have bokoed with flight- centre a few times and always find them extremely helpful and approachable

Edit, just noticed they have changed thier policy and now it is fly for free if they cant find it cheaper. ( i sispect they always will find it cheaper, even by a pound )
http://www.flightcentre.co.uk/info/policies/fly_for_free