Easy Jet: Total Holiday Mix Up

Ralphy123

Hi,

I was wondering if anyone could help me and possibly give me some advice on what to do next. I booked a holiday for myself and two others back on the 18th of October 2016. That day I received an email from Easy Jet holidays with my booking request and the total price of the holiday came to £957.05. The following day however, I received another email this time a confirmation one that said the new total price of the holiday was £600.44. Don't get me wrong I thought there was something odd about this and expected the company to contact me to inform me of an error.

Fast forward to yesterday (3rd January 2017) I phoned to pay off my remaining balance and found that the price had gone back up to £957.05. I explained to them that they had made the mistake but surely if I have it in writing that the confirmation email claims the total amount of the holiday is lower than the booking request email they must have to stick to their confirmation email price. The (rude) manager gave a lame apology and claimed it was human error and "haven't you ever made a mistake before???" She then refused to do anything and so I hung up.

I have since sent in an official complaint and was greeted with an email that was less than satisfactory. I phoned easy jet holidays again and once again I had an unfriendly manager who said " nothing I can do." I explained that although there was a mistake this was their mistake and surely they had to rectify it somehow. I said to the manager that this was unacceptable from a company as big as easy jet and that surely some sort of good will gesture or compensation would be more than reasonable in this case and was told that all she could do was a voucher for 5% off my next holiday.

Surely as a consumer I have some sort of rights with this? I understand that I agreed to a contract when I agreed with the terms and conditions but surely since I have the confirmation in writing there should be something easy jet can do?

Just looking for any advice at all here as I have until the 16th of February before the outstanding balance must be paid.

leylandsunaddict

Why didn't you query the new price when you received the email? I'm sure you would have done if it had showed an increased price.

You need to look at the agreed terms with regards to error prices. Most companies have a clause that says error prices aren't honoured.

Westin

So you were happy with the price you originally booked the holiday for. You then thought you had got a (much) lower price, didn't think to question it at the time and hoped that you would get away with them honouring the lower price (possibly knowing this was very likely a mistake at -£357 less). You then got caught out when asked to pay the amount you originally agreed. Correct?

Tough.

You should pay the £957.05.

PeacefulWaters

How much did you pay as initial deposit?

lea2012

I can't believe you're actually posting this!!

You're paying what you originally agreed to so what's the complaint actually about?

You might find that the second confirmation you received was just showing the flight price and didn't include the accommodation element?

peachyprice

If something is an obvious mistake (which this is) you don't have a leg to stand on. you chose not to query it, thinking you'd got away with it.

As a good will gesture they may offer to cancel the holiday without penalty. Would that be acceptable to you? You could then re-book elsewhere at today's price.

Seems to me like the only 'total mix up' is yours by trying to be dishonest.

FBaby

explained that although there was a mistake this was their mistake and surely they had to rectify it somehow

Which is exactly what they did. Amazed you are acting as if you have suffered a loss when you are asked to pay what you believed was the price of the service in the first place.

Trying to make a profit out of an error that has cost no damage is not a very nice trait.

jpsartre

Some people will really grasp at straws to save a few quid.