Query on over charged non-refund flight ticket from STA Travel

ninamyers

Good morning,

I booked a flight to America yesterday from STA Travel in store -they’re usually the cheapest fares plus they have their ‘lowest fare guaranteed’ price match promise and good customer service.

I asked for the cheapest fare available on a certain route (there’s only direct flight in and one out each day so it was just a case of choosing dates) and was quoted around £100 more expensive than what I’d seen online on their own website that morning.

I asked and was told this was the cheapest fare available and sitting in branch I couldn’t really confirm or argue with that, but I had faith in both him and them as a company – I just presumed I’d had bad luck and the prices had just gone up that afternoon. As flight costs only ever really go up I bit the bullet and bought them (didn’t want to risk the rare opportunity to visit my friend!)

When I got home curiosity (and the desire to save money!) made me check the prices online and saw the lower fare was still available on their own site and on others. Unfortunately their phone line was closed for the evening so I phoned up the branch first thing this morning and was told the manager wasn’t in so I’d get a call back as they were unsure of the ‘protocol’.

I’m nervous that as the ticket is non-refundable I’ll just be told ‘your loss’ – just to note, there was no consultancy fee & was told online and in branch costs are the same. On the other hand the optimist in me says their commitment to good customer service and ‘guaranteed lowest fares’ could mean they’ll help me out. That extra £100 would really make a big difference to me and could be put towards the trip!

The main question I have is basically around whether there is anything in place that obliges them to charge the lowest fare available – particularly when it’s specifically been requested and have been assured it was the lowest available. Would be fantastic to have something to cite/quote in my discussion with them today, although I fear I may have shot myself in the foot by foolishly accepting what I was told

Thanks so much for any comments/help, it’s much appreciated

InsideInsurance

Their website gives details of the guarantee which is http://www.statravel.co.uk/promo26.htm

I would ultimately call them and see what they say and ultimately you need to say you did challenge them that it was cheaper on their own site and is still cheaper on their own site but your sales advisor had said it was the same etc

ninamyers

Thanks very much for looking at that.

I had a check of that last night and I imagine the stipulation below probably rules me out of that promotion (although I'd be delighted with a partial refund and forgetting about the freebie flight! that could work in my favour)

9. Price guarantee can only be applied to airlines STA Travel can sell. STA Travel will not price beat on an existing booking - the competitor quote must be presented to us prior to booking.

Maybe since it's price beating themselves they could help!

Just waiting on a phone call back now

InsideInsurance

You are ultimately complaining about the staff giving you wrong information more than trying to make a claim under their price promise.

ninamyers

had a half decent result. they've given me a voucher, of sorts, for £83. not ideal but it's better than being completely out of pcket which i'm sure they're probably entitled to have done.

won't be making the mistake of going into branch and blindly following again though. Typically I only went in to book there instead of online for the £20 discount. that'll teach me

bod1467

Tip for next time - If you have an internet-enabled phone take it with you and check their website while you're in the shop.

unholyangel

ninamyers wrote: »

had a half decent result. they've given me a voucher, of sorts, for £83. not ideal but it's better than being completely out of pcket which i'm sure they're probably entitled to have done.

won't be making the mistake of going into branch and blindly following again though. Typically I only went in to book there instead of online for the £20 discount. that'll teach me

Websites and call centres are usually always cheaper as they have less overheads and the commission is less. I used to work for a large travel agents and the price difference was significant enough to have travel agents (both belonging to the international chain and independent ones) try and book via the call centres pretending to be the customers.

Always shop around and even if they dont offer price matching, ask. The one i worked for sometimes even accepted bookings where they were making no money (and twice i know of where they were losing money) just either for good customer service or because they needed the figures to make targets.

Was kind of silly in a sense too. Some departments ran at a loss (like the tv department) but the company would rather have it running at a loss than not be in it at all.

prod

why do you think they are the cheapest..? they where the most expensive tonight for me compared with skyscraper... the price promise they say acts as a promotion so you can not use any other discount with them... even though my £50 off voucher said they would price match at the bottom it made the voucher invalid ...!!!! flightcentre also price promise... i thought and i guess other people might that the "S" in STA meant student travel well it used to but they say the "S" means nothing now.. i can think of something for the S

omen666

https://www.skyscanner.com

WolfSong2000

I used to use STA, but they tried to pull a similar trick on me...they were running a deal where, if you could find the same flight cheaper with a different organisation they'd refund the difference and give you some money (I forget how much) on top. I managed to find a cheaper flight, had proof, contacted STA and they did everything possible to get out of it. Can't remember the exact reasons, but they flat out refused to honour their deal, citing some loophole or other. I found their behaviour despicable and instead booked direct with the cheaper company (Dial-A-Fight, in case anyone's interested) and have never looked back. I now still do research, but if I come up with a cheaper flight, they'll usually match it for me. Excellent service, and I wouldn't hesitate to recommend them to anyone.

prod

the flightcentre under cuts any price by £1 so will always be cheaper than STA as they only match.
not sure about you but i like the £1 and they don't argue like STA did...