Unexpected charge for baggage.

Welshdebtor

The baggage option was back 25 minutes ago, then disppeared again by my next test just now.

Each booking gives you 20 minutes "to book at this price". You then add what you want as extras etc then get given a total.

However try again in at least 20 minutes or start again, and that baggage option may or may not be available the next time.

Unsure what error in their system would cause the baggage option to only make an appearance every now and again. As it is only causing the luggage option to either be there or not. The others (resort transfers etc) are present every time.

Will hopefully get some answers tomorrow when I ring their Customer Support. Hopefully they will not accuse me of being "a reporter from the BBC" or hang up on me when I start explaining my complaint unlike their staff in the call centre.

philip1988

I have just tried to make a "test booking" for a holiday to Rhodes. Got to the payment page and no mention of additional luggage costs

Welshdebtor

jackieblack wrote: »

Are those prices each way?

Return prices.

This is via BTB. But I think from memory is equal to Ryanair directly.

Welshdebtor

philip1988 wrote: »

I have just tried to make a "test booking" for a holiday to Rhodes. Got to the payment page and no mention of additional luggage costs

Try the same booking later (or do another but same flight and etc) and see if it appears as per my post above where it may be there or not for each test booking.

I have tried different flights to Benidorm and some of them also don't have the luggage option as an extra either. While sometimes the same flight will have a meal as an extra, while next time it will not (despite being the same flight).

The only extra that is always present is the resort transfers. So whatever error they have causing all this, is not affecting the transfer option. But is causing some of the others to either be there or not as optional.

If it wasn't for the comparing prices between Ryanair direct and BTB I may not of had reason to check todays prices. So I am glad I did have cause to look today, As I now have screenshots of the bags option being present at one point, and absent the next time I try.

zaksmum

Is there any way you could manage with only hand luggage?

Ryanair allows 10kg and we always just take a small case each, complying with their hand baggage rules.

It's more than enough for us.

Welshdebtor

zaksmum wrote: »

Is there any way you could manage with only hand luggage?

Ryanair allows 10kg and we always just take a small case each, complying with their hand baggage rules.

It's more than enough for us.

They are considering that option.

jpsartre

Or perhaps meet in the middle and pay to check just 1 bag.

stoneman

Welshdebtor wrote: »

OK something weird is going on with the BTB website. The baggage option has disappeared again.

Ideal in a way as it now means I can take a screenshot of the same booking etc, as of right now.

Take a screenshot just in case you need it as proof.

Welshdebtor

stoneman wrote: »

Take a screenshot just in case you need it as proof.

I have screenshots of it there, and not there later.

Welshdebtor

Had no joy with my call to the company direct, who refused to admit their website has a problem etc. Though I wasn't accused of working for the BBC today.

So rang Consumer Advice and they confirmed my feelings about the Consumer Protection from Unfair Trading Regulations 2008 offence.

They confirmed they would look into the company as they seem to be committing various offences. Plus their suspicion I was a BBC reporter points at possible previous cases etc.

I have been advised while they pass it on to trading standards, who in turn will launch an investigation, to seek redress under breach of contract.

Should they fail to honour the contract they led my parents into agreeing to, then action under the Misrepresentation Act 1967 is available, which could lead to a full refund without penalty and/or damages.

Also have Visa Chargeback as a possible option, as it was paid for using a Visa debit card. Invoking that is obviously dependent on what happens beforehand and the process as a whole, etc.