Booked flights with Thai airways - £150 to change flight time

neuro99

Hi,

I booked flights with Thai Airways recently, using a credit card.

Shortly after booking them, I realised that my intended departure time was incorrect - 12.30pm, rather than 21.30pm

Yes, I realise it is an error on my part, and I hope you can see that this is an easy mistake to make.

On contacting their customer service department, I was shocked to hear that they would be unable to change this booking unless I paid a £150 fee as they would basically have to cancel and refund the flight and re-book another one.

Looking at their T&Cs:

7 . Refund
• Refunds can be made by contacting any THAI city ticketing office. Refunds will be credited back to the credit card or Visa/MasterCard Debit card that was used for payment, and a refund fee may be applied. However, please be aware that refund processing time of debit card payments may take longer than that of credit cards, as it depends on the process of the debit card issuing bank.
• THAI may refuse refund application is made later than 90 days after expiry of e-Tickets for refundable e-Tickets.

Looking at the distance selling laws in the consumer contracts regulations 2013:

Right to cancel

29.—(1) The consumer may cancel a distance or off-premises contract at any time in the cancellation period without giving any reason, and without incurring any liability except under these provisions—

(a)regulation 34(3) (where enhanced delivery chosen by consumer);

(b)regulation 34(9) (where value of goods diminished by consumer handling);

(c)regulation 35(5) (where goods returned by consumer);

(d)regulation 36(4) (where consumer requests early supply of service).

(2) The cancellation period begins when the contract is entered into and ends in accordance with regulation 30 or 31.

(3) Paragraph (1) does not affect the consumer’s right to withdraw an offer made by the consumer to enter into a distance or off-premises contract, at any time before the contract is entered into, without giving any reason and without incurring any liability.

I can see that I am entitled to a full refund 7d from the time of purchase, but no mention as to whether these extortionate fees are acceptable.

I really don't know where I stand with this, the lady on the phone was certainly not amenable to reasoning unfortunately.

Many thanks on your help here!

richardw

Btw

Exemptions There are some contracts where you won’t have a right to cancel a service. For example, hotel bookings, flights, car hire, concerts and other event tickets, or where the trader is carrying out urgent repairs or maintenance.

baby_frogmella

neuro99 wrote: »

Hi,

I booked flights with Thai Airways recently, using a credit card.

Shortly after booking them, I realised that my intended departure time was incorrect - 12.30pm, rather than 21.30pm

Yes, I realise it is an error on my part, and I hope you can see that this is an easy mistake to make.

I fully sympathise with you as it would be an easy mistake to make however fare rules are fare rules. If the fare rules clearly state that that you would be charged £150 to cancel/change the booking then i'm afraid you haven't got a leg to stand on. Just consider this a lesson learnt and check more thoroughly before clicking that 'pay now' button!

duchy

neuro99 wrote: »

Hi,

I booked flights with Thai Airways recently, using a credit card.

Shortly after booking them, I realised that my intended departure time was incorrect - 12.30pm, rather than 21.30pm

Yes, I realise it is an error on my part, and I hope you can see that this is an easy mistake to make.

!

Most airlines will let you change an error like this if you contact them quickly (either within 24 hours or same day) so it is always wise to double check email confirmations as soon as they arrive.

Not much use to you in this instance but may help someone else in the future.

Voyager2002

Note that the distance selling regulations do not apply to air tickets.