Hidden charges, should these be shown in "total cost?"

t_zan

I recently booked a holiday on a travel company site and was shocked to see an extra 29.05 taken from my card. I have since found this was for an admin fee and a card charge fee.
I went through to "rebook" the holiday just to check if this was shown to me at the point of sale and it was displayed as follows:
TOTAL COST 598.00
Admin fee: 24.00
Card fee: 5.05

I felt that this was mis-leading as it did not then show the "real" total cost, with the fees added on. Essentially, the "total cost" should have been a "sub-total" with a final total afterwards, and not leaving me to add it up myself.

I have contacted the site who are refunding me the 24.00 admin fee, however are advising that the card fee of 5.05 will not be refunded, as it states in their FAQ's "Is there a card fee? Yes, there is a 2.5% surcharge for credit cards".

I still feel that this isn't right. If i was to buy a coffee in a coffee shop, the shop assistant would not say "that's £1.50 plus 43pence for eating in and 23p for using your card, but you must work out the total yourself"

I have searched for legislation but all I can find is the DSR, which advises that everything must be shown clearly, but doesn't state whether this must be added up as a complete total.

Any advise would be appreciated

babymoo

I'm sorry but if it did show you on the screen that there would be an admin free and a card fee then you were fully aware, their wording may not be how you prefer it but it was all infront of you, you just didn't read properly before buying. Not sure what your actually arguing with tbh.

t_zan

My issue is the fact that it said TOTAL when in actual fact that wasn't the full total, and that it didn't add the two fee's on and show me a real total. It was as if it was left for myself to get my calculator out and add them together.

DVardysShadow

babymoo wrote: »

I'm sorry but if it did show you on the screen that there would be an admin free and a card fee then you were fully aware, their wording may not be how you prefer it but it was all infront of you, you just didn't read properly before buying. Not sure what your actually arguing with tbh.

As I read the opening post ....

I went through to "rebook" the holiday just to check if this was shown to me at the point of sale and it was displayed as follows:
TOTAL COST 598.00
Admin fee: 24.00
Card fee: 5.05

.... unless there is also a breakdown which adds up to £598, exclusive of Admin and Card fee, the total cost is £598 and it is reasonable to assume that the £29.05 is included.

Even if there is a breakdown, the presentation of the total is unacceptably misleading - and I think OP has made a reasonable interpretation.

t_zan

That's what I thought, surely they should have to give you the full and final total. I'm going to put this to them and see what response I get, I know it's only a fiver now that they've yet to refund but it's the principal. If it was clearly stated I'd have accepted it and paid it no problem.

arcon5

It really depends on what exactly was on the page.

For example:

Holiday £100
Flight supplements £50
Total: £150

Admin Fee: £20
CC Fee: £5

To me, this layout would be obvious. Although I can understand why people would make this mistake, they could make it much clearer.

However, the CC fee may vary to is much harder to include in the total price.

bris

The other problem they have is the credit card fee can't be shown if you don't pay by CC, they don't know how you are going to pay untill you pay.
I am sure you would argue if they had a CC fee if you were going to pay by debit card.
It's perfectly acceptable to show you on screen that they will charge you 2.5% for paying by CC.

vaio

in my world 2.5% of £600 is £15 not £5

mo786uk

which company?

the law is the consumer protection unfair trading regulations 2008.

it doesnt say in black and white the price must be totally final - new law will be coming in t do that soon.

Flyboy152

But, when the words TOTAL PRICE are used, surely that means the total amount the consumer should have to pay.