please help!

laurahastie

Hi, not sure this is the right place to ask but i'm out of ideas so here goes...

I booked flights to Australia via skyscanner, this was via a 3rd party call emailflights.com
found the flights and went ahead with the booking. 5 minutes later i was advised that the booking was declined. I have spoken with my bank and it wasn't them that declined the transaction.

I rang the customer service helpline and spoke to a guy with very broken English. he advised me he will re input the details and send me a link to go ahead and start the transaction again. He did this and it all went through. he advised me he couldn't send the tickets as there was a system error... this alerted me...

I went back on my browser only to find he had booked the complete wrong date for the returning flight, he booked for 25th December not November.

By this time the office was closed. I called them the next day to which the member of staff advised me he was at fault and would look into it.

I have now had to pay an additional £400 to change the flights which i'm devastated about. I don't know who to speak to, have emailed a few people (ombudsman etc) to no avail.

I honestly don't know what to do now in regards to claiming back the money because I wasn't at fault. can anyone help?

richardw

Have you got a record showing you put in 25th November on their website?

Caz3121

what is the £400 made up of? how did the flight price on 25th December compare to 25th November?...if 25th December was cheaper then this would explain part of the difference (you would have been charged the higher price if no error had been made)
Was there a reason you chose to book with a third party rather than direct with the airline? - a quick search on emailflights finds many unhappy customers

laurahastie

Yes I have everything, but they are still saying i need to pay to modify the flights as they wont accept liability.....

laurahastie

I just went on skyscanner to find the best deal, silly of me I know...

The £400 was to change the details, the flight prices were exactly the same.

Just wondering if there was an independent complaints company that would be able to help?

Voyager2002

laurahastie wrote: »

Yes I have everything, but they are still saying i need to pay to modify the flights as they wont accept liability.....

I assume that this means that you do indeed have evidence that you made the booking with the correct dates (so the wrong return date is an error made by the travel agent).

Your next port of call is your card issuer (debit or credit card). Ask them to do a 'charge-back' since what you were sold is not what you had ordered.

laurahastie

Voyager2002 wrote: »

I assume that this means that you do indeed have evidence that you made the booking with the correct dates (so the wrong return date is an error made by the travel agent).

Your next port of call is your card issuer (debit or credit card). Ask them to do a 'charge-back' since what you were sold is not what you had ordered.

Thank you I have rang them but need to wait a few days until the transaction has completely cleared.

Voyager2002

laurahastie wrote: »

Thank you I have rang them but need to wait a few days until the transaction has completely cleared.

I suggest that you put everything in writing and post it to them with a print-out of your screen-shots. Their call-centre staff may well attempt to fob you off, so it is best to communicate by letter.

Alan_Bowen

Their own website says their fees are £45 to change flights plus any airline imposed charge. Check with the airline to see what their fees are. The office is on Kenton Road less than a mile from me, if you saw it, you probably wouldn't have booked, even less so when you realised that you were not speaking to a UK office......