Can package hol price be increased after booking??!! Nightmare!

Sarahm161

Hoping someone can give me some advice - I'm having a real nightmare with a package holiday booking I've made through Avois. The package holiday is with monarch. I have used avois as the agent as I had some miles to offset against it.

When avois gave me the quote, I pointed out that monarch were selling the same package for £350 cheaper on their website. After some conferring between the avois lady, her manager and monarch themselves, the avois lady confirmed that the monarch price would be matched by monarch. She went through all the class which I was happy with, so I went ahead and booked and paid a £400 deposit.

However, the confirmation has just arrived in the post from avois, charging the initial full amount I was quoted - £350 more than I had agreed to at the time of booking! Does anyone know my rights in this case? It seems I only have "my word" for the conversation I had with the avois lady, as it was booked over the phone. If they are going to hold out and insist that the higher price stands, I would rather cancel, but can they try to hang on to my deposit, even though the mistake is theirs? I'm so angry! Please help!!

Westin

I think this is a conversation best had with Avios.

Many call centres will have recorded the phone calls so you could always ask for someone to listen to your initial call.

What may of happened is that Avios having agreed to price match the Monarch Holidays price have not yet applied the price match discount to your booking - or at least not at the time your first invoice/confirmation was generated off their system. You may simply get a second and correct invoice in a day or so.

Call them and ask what price breakdown they have showing on your booking.

PeacefulWaters

Before getting angry, pick up the phone and talk to Avios.

They may well have recorded the call too.

It's not yet time to be angry.

Sarahm161

Thanks for the replies - perhaps you are right about them having not entered the price match yet. And a good thought about the call recording - I know the approximate time, call handler and her extension, so hopefully they can trace it. It's typical that it's a Sunday and they don't open until 10 - it has given me a sleepless night! Will update shortly!

John259

Did they send you an email confirming the booking?

Sarahm161

No apparently they only send postal confirmation for package holiday bookings, not emails. ��

steve1500

Avios record ALL their phone calls