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Holiday !!!! up. Need help desperately please!!

Hello everyone. I have a problem and have been told there are some very helpful people on this site who could help me. I'll try and keep it as short as possible;

A couple of months ago I got a quote for a holiday with Kuoni for two of us for £1756 which was a special offer. A couple of days ago I went back into the quote and chose to go ahead. The details were all the same, so I went ahead. On the final screen it said the total was £660!! Weird. I went ahead and chose to pay the full amount.

I then had a phone call from a rep who said there had been a mistake and not only would the £660 price not apply but that the offer had expired and that the price would now be a total of £2300!

Now my issue is that I have booked the holiday, I have had the confirmation E-Mail at £660.

My question would be to anyone who has experience in this field, what are my rights?

Thanks so much in advance for any help, they keep calling me so any prompt advice would be great
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Comments

  • Further to this they have taken a payment of £1300! The only amount I have instructed is the original full amount of £660
  • bris
    bris Posts: 10,548 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    They don't have to honour mistakes, see the sticky at the top of the board. You knew it was a mistake, you should have clarified it before you went ahead. You now have the hassle of getting the refund, which of course you are entitled to.
  • I went ahead fully expecting to be told the price is £1758. I'd be happy to pay this and as the system allowed me to do this I don't see why I should now have to pay so much more
  • visidigi
    visidigi Posts: 6,462 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    do Kuoni guarantee quotes for a period of time? I have never heard of a travel agent doing this for an hour, let alone a few months.

    I have to say, they don't have to honour the £660, but they certainly need to explain the £1300 and refund it accordingly.
  • arcon5
    arcon5 Posts: 14,099 Forumite
    Part of the Furniture 10,000 Posts Combo Breaker
    Their terms seem to cover them:
    2.7 Pricing Errors
    Whilst we endeavour to ensure that the most up to date and correct prices are shown on our website and in our brochures, there may on occasion be an incorrect price shown, due to an unfortunate error. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake) or within 7 days of the time of booking, or as soon as reasonably possible. We must reserve the right to cancel the booking if you do not wish to accept the price which is actually applicable to the holiday in which case, you will be given the choice to amend your booking to an alternative holiday, at the correct price.

    Why they took £1960 is beyond me.

    Just request they cancel and refund the holiday. With any luck they will make an offer to you to keep your custom.
  • bod1467
    bod1467 Posts: 15,214 Forumite
    They took £1960? Where does it say that? OP says they were charged £660 but Kuoni then took £1300, NOT they they paid both amounts.
  • meer53
    meer53 Posts: 10,217 Forumite
    Tenth Anniversary 10,000 Posts Combo Breaker
    bod1467 wrote: »
    They took £1960? Where does it say that? OP says they were charged £660 but Kuoni then took £1300, NOT they they paid both amounts.


    The OP said they chose to pay the £660 and had an email confirmation of this. Then Kuoni took a further £1300 - total paid £1960.
  • paddyrg
    paddyrg Posts: 13,543 Forumite
    Holiday prices vary wildly depending on numerous factors when you are getting quotes or booking. The £1700-odd figure would probably have been correct in that moment, the £1900-odd figure or £2300-odd figure is probably correct now (extra taxes, fuel dearer, flights fuller, whatever).

    The £660 figure sounds like an error, and as such they do not have to honour it - the law generally allows for people to make mistakes and for the remedy to be to return to the state before the transaction. You paid £660, they informed you it was an error, you could have demanded the £660 back, the conversation ended. By not doing so, they will have taken it that you accepted the correct price, and so probably believed it correct to take the cash they thought you agreed (by implication of not asking to cancel). In fact, they were probably trying to do you a favour to secure your holiday, which required the money to do so.

    So, decision time - ask for a full refund explaining the situation, or pay the extra to get you to the current actual price. You could also ask them to consider a few quid off for the hassle of the problem with their website, they may do so as a goodwill gesture, but there is no legal requirement for them to do so, so tread gently.
  • pendulum
    pendulum Posts: 2,302 Forumite
    paddyrg wrote: »
    ... you could have demanded the £660 back, the conversation ended. By not doing so, they will have taken it that you accepted the correct price, and so probably believed it correct to take the cash they thought you agreed (by implication of not asking to cancel).
    They are never entitled to assume you'll agree to paying extra and just take the money without authorisation, and especially not such a large figure as that.
    If taking the extra money had rendered the OP overdrawn they would be responsible for the charges.
    If I were OP, I'd get the full refund and shop elsewhere - forget about trying to enforce the deal as it'll be a lot of work and will probably be unsuccessful.
  • Cheers for the responses everyone. To confirm, they took £1350 from my account without authorisation. During this time they were supposed to be looking to reduce the price in view of the error. Looking at the responses, I guess my only option is to go for a refund :(
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