Travel Republic Warning ('Total Booking Cost' may not be accurate)

Sillychuckie

Hi.
Travel Republic charge a fee for paying with a credit card. This is pretty standard, and their breakdown is clear. They put warnings all over the place that I'll face a fee for using a credit card.
However, if you choose their option of paying a smaller deposit upfront, their 'credit card fee' breakdown ONLY shows the fee for the first payment.
This was the screen I was presented at my final checkout page (and subsequent order confirmation):

Title

Cost

Qty

Total

Double/Twin Pool-Villa, Bed And Breakfast (2 Adults)

£1,830.40

1

£1,830.40

DISCOUNT

£-166.40

1

£-166.40

Accommodation Total Financial Protection

£0.00

1

£0.00

Credit Card Fee (2.500%)

£8.33

1

£8.33

Total Booking Cost

£1,672.33

This lead me to believe that I would be paying £1672.33. Not unreasonable, right?

However, those with a good eye would notice that '2.5%' of the cost is not £8.33.
This is because the £8.33 is the credit card fee for the first deposit payment.
What they have neglected to show, is that they charge another 2.5% fee for the balance - an extra £33.28.

This has meant that my total card payments have added up to £1705.61.

i.e My total hoilday booking cost, does not match their 'Total Booking Cost'.
Is this fair? Are there any standards they are breaking?
I have written them an email complaint, but I want to know what step I should take next if they aren't willing to refund me the balance or offer me an alternative payment method (following a refund). I was not expecting to have to pay anything more than the 'Total Booking Cost'.

Thanks.
SC

Sillychuckie

They even sent me a reminder email last week, saying:

"The balance payment of £1,331.00 for your booking is due by 16 Sep 2011.
This is a reminder that a pre-payment was set up at the time the booking was made. As such, the outstanding balance will be processed on the above date.The detail of your booking is shown below."

This amount does NOT include the extra credit card fee.
They are intentionally misleading, and it means people get charged more than they expect.
Ridiculous.

hcb42

I dont agree.

They cannot bill you for the CC fee when they dont know how you are paying yet!

seems to make sense to me, after all, quick sum in the head would suggest for a holiday worth that value the CC fee will be far north of £30 and not £8.

arcon5

Or if it displays the total booking cost with the total 2.5% then you pay the remaining balance by debit card the total booking cost is also incorrect and you actually pay less.

But they could make this clearer in the breakdown that this value may vary.

hcb42

but they put warnings 'all over the place...'

Sillychuckie

hcb42 wrote: »

I dont agree. They cannot bill you for the CC fee when they dont know how you are paying yet!.

Good point.

I had already typed the credit card details in by that stage, so it was clear that I'd be paying by credit card.
However, I suppose I would have always had the option of calling them to settle it via some other means, which would mean that were they to assume credit card for the remainder, the balance would be too much if I settled it via some other method.

It caught me out though, so a shame they don't make it clearer.
The 'warnings all over the place' were just that credit card payments attract a 2.5% fee. I just took their 'Total Booking Cost' text a little too literally.

I think it could be clearer, but I agree now that I probably don't actually have a 'case' or anything. Its lucky I used my 5% CapOne cashback card - takes the sting out.

Thanks for the comments.

SC.

hcb42

It's not always clear, to be fair, people change their minds, especially with big holidays....

Blue_Elephant

Just to add - I only booked a hotel through them. I paid up front for 3 nights in a hotel in Paris for 2 people, more than a month before I travelled. I was happy with what I paid all good right?

I get to Paris, and the right hotel to find that not only did they not have my reservation, but that because they didn't receive the booking or payment, I would have to pay for the 3 nights up front or we couldn't stay.

Luckily I had the funds, but thats not the point! The hotel kindy allowed me to call Travel Republic from their phone so I wouldn't incur call roaming charges. I spoke to a call centre jockey who couldn't deal with my call and had to pass it on to someone who would call me back. This was at about 2pm.

We were only in Paris for a long weekend so didn't want to waste time sat about in the hotel so reluctantly agreed to allow them to call me on my mobile, incurring further charges on my phone bill.

When they called me back it was to say they had booked through another agent, who, because it was now past 6pm they couldn't get hold of till the next day (Saturday). they gave me the name of the other Agent (Med Hotels). I asked for a call back from the person dealing with calling Med hotels on the Saturday and was told they couldn't guarantee they'd call me because only one person worked on the Saturday and they might not have time. Needless to say I was fuming!

On my return to the hotel I spoke to the manager who hadn't heard of either travel republic or Med hotels and told me they don't deal with either of these companies.At this point I was very worried and couldn't relax as I'd effectively paid twice for the same room and no one appeared to be able to help me.

On the Saturday the lady did call me and was actually appearing to be helpful and apologetic. She told me that she had contacted the other agent and they were investigating what had happened, and they would get back to me once they had an update.

I didn't hear from them for the rest of that day. I called them on Sunday and told them what the nice lady said, they somehow got her to call me later that day (Day 3 of my holiday) to tell me the hotel head office was shut as it's a Sunday and they'd sort it the following day.

It's now Monday and the last day I'm in Paris. Travel Republic call me and say they have now sorted this out and have called the hotel for the hotel to issue me with refund. The hotel tell me the second Agent used yet another agent Hotels 4 u with whom they did deal but somewhere along the line the booking got lost. The hotel refunded to booking on my card, unfortunately although they took and refunded the correct amounts, the charges on my card for using it abroad cost me nearly £15 - I wasn't intending to use my cards at all and had taken cash for spending money!!!

I call them on my return and ask for the nice lady, and the call centre jockey was being very obtrusive. I eventually spoke to her because she's the only person who seemed to understand what my "issue" was, but advised me that they couldn't take a complaint over the phone and I had to write in or email them - complaints email address is customerrelations@travelrepublic.co.uk for reference.

Just thought I'd share my experience, and now i need to write that complaint.

hcb42

hmmm..

not that it helps you at all...but I sort of see what went wrong here.

hotels4u.com supply rates to lots of different travel agencies, including med hotels etc...which is why the hotel had not heard of them.

as they rely on fax/email to book, then occasionally these go missing and no room is actually booked.

A reason why I always book direct however I would think you wouldnt have any problem recouping any out of pocket expenses here.

Intasun32

@Sillychuckle,

Looks like I'm not the only one to have fallen foul with Travel Republics hidden card fees. Below is my thread posted posted here on 27/12/11.

On the advice of Consumer Direct I have sent a letter to TR asking for a refund on the grounds that they breached the Consumer Protection Regulations 2008. I have also posted on Trip Advisor Forum and I am waiting for the promised return post from a member of TR web team. I have also made a complaint to ABTA and made a Chargeback claim with my credit card supplier on the grounds I have quoted.

I have checked and double checked and there is no info as to the 2.5% card booking fee at any time while you are making a booking. When you put your CC details in the 'Additional Card Handling Fee' shows in the payment box but there is mention at that time of the 2.5% total booking cost till you receive the confirmation e-mail.

What was the result with your complaint?


................................................................................

Posted 27/12/2011

https://forums.moneysavingexpert.com/discussion/3695069

http://www.tripadvisor.co.uk/ShowTopic-g1-i12290-k3230878-Do_not_book_with_Travel_Republic-Bargain_Travel.html

I booked a hotel in Cyprus online yesterday with a company called Travel Republic based in Kingston Upon Thames, Surrey. I had used them so while ago so I had no worries when making the booking, (Mistake)

The confirmation web page was shown with all the figures, I decided to pay a deposit of £210 and the balance of £838 in July 2012. I entered my card details, double checked the details and pressed the ‘Confirm Booking’ button, happy with myself of a job well done. Or so I thought.

I received the confirmation e-mail about ten minutes later and much to my shock an additional £26.90 had been added to my bill. I called Travel Republic this morning to be informed that this was a 2.5% credit card fee. I asked why this was not shown before I made the booking, I was told that it was. Unknown to her I had printed out the final web page of the booking; I asked where it was informing her of the page on my desk. I was asked to hold as she spoke to a colleague. On her return I was informed that it was not shown on the final web page or at any time during the booking process but could be found in the ‘Customer Information’ section.

I said my ‘goodbye’ and went back to the web page. I went through the booking process right up to confirming the payment checking all the small print but there was no mention of any card fees.

On the web site I found the information regarding payment card charge which was CLEARLY shown as long as you first;

Clicked ‘CUSTOMER INFORMATION’

Clicked ‘FAQ’

Clicked ‘I HAVEN’T BOOKED YET’

Clicked ‘PAYMENT CARD CHARGES’

Then you are advised of card fees.

I am sure that when we all purchase things online we have to scour the web site to find the total costs, These charges should have been clearly shown on the final payment page prior to confirming the booking.

I can’t help but feel I have been mugged.

:mad:

arcon5

Sillychuckle didn't fall foul, to quote the original op "They put warnings all over the place".