Unexpected charge for baggage.

Welshdebtor

I will try and keep the brief, so not to bore anyone. But I am after some advice from this board prior to taking the next step when people return to work on Monday.

I booked a holiday last night on behalf on my parents. A fortnight in Benidorm for £533.44.

Prior to making this booking we looked through various destinations and dates etc. Some booking had the option of adding hold luggage as an extra (as is common nowadays), while some did not.

We then stumbled upon the Benidorm holiday, which was one of the ones without any baggage option.

Now given the fact that there was no option to add hold baggage it was assumed it was included in the flight total. Indeed this is how it worked through the same website in 2011.

So it was booked online.

About 20 minutes after booking, my parents received a phonecall asking for a further £100 if they wished to take 2 suitcases.

Now today I have been trying to find out why they don't have it as an option online if it is not an automatic inclusion etc. And have so far had no help from the company involved. In fact I was told "there will always be an extra charge regardless of what the website says."

Now my thinking that the differences among the various flights, dates, destinations, and etc could be mis-leading as per Consumer Protection From Unfair Trading Regualtions 2008. Especially as no mention is made that there will always be an extra charge for suitcases, regardless if it is available as an extra or not.

In other words the website gives you the impression that if there is an extra charge for cases then it will be available as an extra. If there is no option, then it is included in the price. As already stated, this was how it worked through the same company in 2011.

Now I am aware that since 2011 more airlines are charging extra for each piece of hold luggage. But that does not justify how Beat The Brochure seem to be operating.

How can they get away with having it as an extra on only a select few, but actually charging it on most/all flights. Something you don't find out until after you have handed over your money thinking that is the final price.

Now what would you suggest they do next with regards being deceived etc? I plan on ringing the consumer advice and BTB CS on Monday. But would like the opinions of others on how to progress.

Just to end, they can not afford the further £100 so didn't take that option as a result of the phonecall. Indeed if the booking showed the baggage as an extra they will not of booked as it would of been stretching their limited budget.

So they now feel they were mis-led into handing over £533 and are now having to make do with hand luggage.

claire16c

Whats the airline?

photome

what was the website used

Welshdebtor

Beat the brochure is the website.

&

low cost airline is all I know until the confirmation etc is received.

jpsartre

Welshdebtor wrote: »

Now what would you suggest they do next with regards being deceived etc? I plan on ringing the consumer advice and BTB CS on Monday. But would like the opinions of others on how to progress.

Complain if you must but it would better for everyone is customers started taking some personal responsibility and not make their booking decisions on price alone. These companies stay in business because there's enough people out there that are to get lured in by the cheap price and don't bother doing any research beforehand. Next time tell them to book straight from the airline and they are unlikely to have any problems.

Welshdebtor

They have gone against 2 of their own policies and regulation 5 of the unfair trading regulations, so I intend to complain.

They are on a budget but didn't select this one simply for being the cheapest.

They used due to good service in the past, with what used to be clear pricing.

photome

Welshdebtor wrote: »

Beat the brochure is the website.

&

low cost airline is all I know until the confirmation etc is received.

Not sure why anyone would hand over hard earned cash with such limited info.

Is the total price (inc the £100) still cheaper than anywherelse

photome

jpsartre wrote: »

Complain if you must but it would better for everyone is customers started taking some personal responsibility and not make their booking decisions on price alone. These companies stay in business because there's enough people out there that are to get lured in by the cheap price and don't bother doing any research beforehand. Next time tell them to book straight from the airline and they are unlikely to have any problems.

I know that is your standard response but it isnt always cheapest/best

Welshdebtor

photome wrote: »

Not sure why anyone would hand over hard earned cash with such limited info.

Is the total price (inc the £100) still cheaper than anywherelse

The not knowing the airline is fairly common. However I have discovered its Ryanair.

And no to your second question. Least they weren't when they looked a few days ago.

And as is common, prices can change daily. So unsure how things have changed in pricing in the last 48hrs or so.

They still haven't received the confirmation as of yet. So this gives them better footing for a refund seeing as no contract yet exists.

So that remains an option, though they want to see what is said when they are rung tomorrow morning first.

Bob_the_Saver

If you'd found a way of booking Ryanair cheaper we'd all like to know, but you have not. Prices go up and down but at any one time booking direct is cheapest and easiest.
I'm looking at a flight at present for September, it's going up and down between 55 and 78 Euro's but I know I'll get it for around 20 if I book at the right time.
I could get it for 29 Euros in JULY but people panic and book too early so they charge them more. Saying that as the day gets closer flights start to go up big time.

For example, these are flights you could have picked up for 17 to 30 Euro's by booking at the right time.

Going Out From Carcassonne to London-Stansted

Sun, Jun 09
from
254.47 EUR
Mon, Jun 10
from
110.47 EUR
Tue, Jun 11
from
77.47 EUR
Wed, Jun 12
from
54.99 EUR


The same flight in the middle of Feb 2014 is 55 Euros for anyone stupid enough to book yet, as I said you can get the same flight in July for 29.

However a BIG thanks to all the people who do book very early of very late,
you keep my seat prices down.

jpsartre

photome wrote: »

I know that is your standard response but it isnt always cheapest/best

I realize it's not always the cheapest but the wast majority of issues people report would not exist if everyone booked direct, including this thread.