How do I lodge a complaint against vayama.co.uk

skattili

Hi Everyone,

I need all the help I need and would be grateful for any advice. I recently made an international booking through vayama.co.uk for a return flight from Edinburgh to Delhi. I contacted the travel agent yesterday regarding amending the return flight date and have been told that the fare is non-refundable and cannot be changed. I contacted the airline (KLM/Air france) who confirmed that the fare is a non-amendable 'cheap' fare. I am quite happy to accept this if I was told this at the time of booking. However this was never mentioned at the time of booking. In fact even now at the time of booking flights vayama just issues a standard disclaimer saying

'If allowed by the airline, fare rules associated with the ticket(s) issued may be refunded or exchanged for the original purchase price less the applicable airline penalties, plus any fare difference between the original fare paid and the fare associated with the new ticket(s). In addition, vayama will charge a change/refund processing fee of £70/person.'

KLM/Air France have clearly said that the travel agent should have clearly mentioned at the time of booking that this is a non-amendable fare. I am stuck as to who to complain against vayama as they are a non-UK based agency. However interestingly the ticket itself was emaild by a UK agent called 'Emerald global limited'.

Many Thanks for your help.

Regards

Sasi

malkie76

The agent is under no obligation to read the T&C associated with your ticket purchase - it's your responsibility. Non-changable tickets are pretty standard, so if you want flexible conditions then you need to ask for them and be prepared to pay approximately double for your ticket.

skattili

How is it possible for me to read the T&C associated with the ticket if they are not provided to me at the timee of booking?. KLM have clearly mentioned that the agent should make it explicit at the time of purchasing the ticket that the ticket is a non-amendable one. How in the world am I supposed to know that the ticket is non-flexible, especially if vayama do not ask or tell me the flexible vs non-flexible options for booking. They do not even link to the ticket fare rules and it is not that they have given me a link and I did not read before purchasisng. They simply did not state anything. Surely this cannot be legally right? How is the consumer supposed to know?

malkie76

If you bought over the phone you have 24hours to check the conditions. If you book online the T&C are available at the time of booking - you knew which airline you were flying with, so you check the conditions from them. Like I said above non-flexible is the standard, you need to ask if you want flexible tickets.

budgetflyer

skattili wrote: »

How is it possible for me to read the T&C associated with the ticket if they are not provided to me at the timee of booking?. KLM have clearly mentioned that the agent should make it explicit at the time of purchasing the ticket that the ticket is a non-amendable one. How in the world am I supposed to know that the ticket is non-flexible, especially if vayama do not ask or tell me the flexible vs non-flexible options for booking. They do not even link to the ticket fare rules and it is not that they have given me a link and I did not read before purchasisng. They simply did not state anything. Surely this cannot be legally right? How is the consumer supposed to know?

When you book the cheapest ticket and later want to make amendments, its hard to accept that the conditions are rigid. But they are! Otherwise who would buy a "FLEXIBLE" ticket?
Unfortunately in this case Vayama in my opinion have no case to answer.
They clearly state the " fare rules" button under the particular flight price, right next to "fare details" button.

Rules for KLM/ Air France are clearly stated

Fare Rules and Policies
Prices are shown in Pound Sterling (GBP) unless specifically indicated otherwise. Please check the currency code next to the displayed prices carefully.
Airfares and reservations are not guaranteed until all funds are collected, clarifications if any are resolved, fares are reconfirmed, and tickets are issued.
From the time of booking until the latest of 24 hours or the time ticket is issued, sufficient funds must be available on the credit card used for purchase to successfully charge and issue the ticket(s). If there are problems processing the credit card, be it for lack of funds or restrictions, vayama will not guarantee the price quoted at the time of original booking or subsequent booking(s). Following a decline of credit card usage the customer attempting the charge is responsible for resolving the credit card issue(s) timely and expeditiously. Following a credit card decline, Vayama, at its discretion, may reprice, rebook and issue the ticket(s). If following the reprice and or rebook there are changes, vayama will advise the customer and request approval. Tickets will not be issued until customer approval is provided. It is the customer's responsibility, not that of vayama, to review and verify all credit card information at the time of making the reservation online and during any subsequent interactions.
First name and last name of each traveller must be entered into the reservation exactly as it appears on your Government issued Identification, be it your passport, driver license or other acceptable forms of identification as may be required. The inclusion of a Middle initial is optional. If a name change is requested by phone within the SAME DATE as when the booking was completed, vayama may be able to void the booking and issue a new reservation by charging our standard void fee of £35. Name changes, including corrections due to spelling errors are not allowed after the date the booking is completed.
Tickets are nontransferable.
When applicable you may accrue miles subject to the airline rules and policies. Vayama is not responsible for mileage credits and Upgrades. Upgrades, if allowed, are purely at the discretion of the airline. Check directly with the airline for additional information.
Charges may include a non-refundable vayama booking fee which may be billed separately on your credit card statement. When applicable the booking fee will be INCLUDED within the fare total quoted at the time of booking.
Total charges for the booking may include one or more charge on the credit card(s) by vayama or the ticketing airline.
All customers travelling internationally will be required to obtain and carry necessary and pertinent travel documents including but not limited to, Passport, Business VISA, permanent or semi permanent Work VISA, Student VISA, Transit VISA, Advanced Parole etc... Traveler is responsible for the review of travel restrictions to determine and obtain all required travel documentation ahead of the originating travel date as may be necessary. Neither vayama nor its agents are responsible for providing answers to specific questions related to travel documentation requirements.

Refunds and Exchanges
If allowed by the airline, fare rules associated with the ticket(s) issued may be refunded or exchanged for the original purchase price less the applicable airline penalties, plus any fare difference between the original fare paid and the fare associated with the new ticket(s). In addition, vayama will charge a change/refund processing fee of £70/person.
Vayama has no control over airline penalties associated with refunds or exchanges which can range £35 - £275/ticket in most cases.
All cancellation and exchange requests must be initiated at least four (4) days before scheduled departure.
A ticket loses all value if/when the passenger associated with the ticket during any part of the travel does not show up at the check-in counter or cancel the booking at least 2 hours before scheduled departure or as required by specific airline rules. Customers desiring to make last minute changes (within four hours of scheduled departures) must contact the airline directly for assistance.
International travel often includes multiple airlines, each with an individual set of fare rules. If more than one set of fare rules are associated with the total fare, the most restrictive rules will apply to the entire booking.
If changes are allowed and the total fare of the new ticket including base fare, fees, penalties and taxes is more than the original ticket fare, vayama must collect the additional difference before processing the refunds or issuing the new ticket(s).
Processing exchanges for most international tickets can be a complex and time consuming procedure and can take several business days to complete. Vayama makes every effort to provide quotes and process exchanges in a timely manner.

Vayama and Airline Policies and Procedures
Please review the complete vayama site Terms of Use and vayama Privacy Policy
Please read important information regarding the Warsaw Convention and airline liability limitations.
Prices do not include baggage fees or other fees charged directly by the airline. Please review the following airline fee guide for an overview of current airline fees. However, please check with each individual airline being used directly for the latest information and prices as they are subject to change.

skattili

malkie76 wrote: »

If you bought over the phone you have 24hours to check the conditions. If you book online the T&C are available at the time of booking - you knew which airline you were flying with, so you check the conditions from them. Like I said above non-flexible is the standard, you need to ask if you want flexible tickets.

There is no way I would know whether the ticket is a flexible one or not even if I cross check with the KLM website. This is because the vayama ticket only stated it was 'economy'. There are flexible and non-flexible versions available within the KLM economy range.

skattili

Thanks guys but I really cannot believe that neither of you have really understood the situation here. I am not asking for the ticket to be transferred. I am asking for the return date to be changed. There is no mention of the fact that the ticket cannot be amended in the fare rules Please look properly. As a rule all airlines on international flights (I am not talking of Ryanair or other budget flights) allow one free change to the return date (not the onward date). I know the rules coz I have travelled to India a number of times and have done this on numerous previous occasions. This is not my first trip!!! So there is no way without the mention of the fact that this is a non-flexible (NOT non-transferable- which means transfering the ticket to another person) ticket, I would know what type of a ticket this is. There is no point arguing this point as KLM themselves have said that vayama should have clearly specified that this is a non-flexible fare. There is no mention of this - try booking on vayama yourself and see if they provide an option. So please guys if you know who to complain, give me the details.

budgetflyer wrote: »

When you book the cheapest ticket and later want to make amendments, its hard to accept that the conditions are rigid. But they are! Otherwise who would buy a "FLEXIBLE" ticket?
Unfortunately in this case Vayama in my opinion have no case to answer.
They clearly state the " fare rules" button under the particular flight price, right next to "fare details" button.

Rules for KLM/ Air France are clearly stated

richardw

Why didn't you book direct with the airline ?

GRM

skattili wrote: »

As a rule all airlines on international flights (I am not talking of Ryanair or other budget flights) allow one free change to the return date (not the onward date).

Err, there is no such rule. What level of flexibility they allow is governed by their fare class conditions. Buy a Y class, you can change what you like. Buy something else, be prepared for restrictions.

From the fare details link on vayama:

Itinerary Changes/Cancellations/Refunds: Itinerary changes including refunds, if permitted for the fare, will have a £70 service fee charged per ticket by vayama and may have an additional change fee charged by the airline of up to £275. This fee varies by market, carrier and specific fare rule.

As vayama display the fare class basis of the ticket before purchase, I would suggest it is up to the buyer to confirm with vayama first before commiting to a contract of sale that the selected fare class meets their own flexibility requirements.

skattili

Happy to accept everything you guys have said and admit that it is my fault. However can I request that before posting any further comments to exactly do what you have asked me to...

i.e. try booking a ticket and cross check with the airline whether the ticket vayama are selling is flexible or not. If you are able to do that (which I am certain you won't coz there is no way KLM would be able to say what ticket exactly you are about to book on vayama's site!!) please let your next reply be 'You are an IDIOT'.

Sasi

skattili

Entirely agree GRM- as long as there is a way to verify with the airlines what ticket of theirs vayama are selling!!!

GRM wrote: »

Err, there is no such rule. What level of flexibility they allow is governed by their fare class conditions. Buy a Y class, you can change what you like. Buy something else, be prepared for restrictions.

From the fare details link on vayama:

Itinerary Changes/Cancellations/Refunds: Itinerary changes including refunds, if permitted for the fare, will have a £70 service fee charged per ticket by vayama and may have an additional change fee charged by the airline of up to £275. This fee varies by market, carrier and specific fare rule.

As vayama display the fare class basis of the ticket before purchase, I would suggest it is up to the buyer to confirm with vayama first before commiting to a contract of sale that the selected fare class meets their own flexibility requirements.