Travel republic hold baggage issue.

Nursetina

I am have just booked a trip to new York for 4 through travel republic. I have used them numerous times before with no issue. I did lots of research before booking as I specifically wanted hold baggage included in price, which a lot of sites now don't include. I found flights I wanted with it clearly displayed had baggage included. To be 100%certain I called travel republic and they confirmed hold baggage included in price. I booked the next day and just before paying, went onto onl8ne chat to again confirm. The lady said yes most definitely included, she even found out weight allowed.
I was happy so booked....confirmation arrived, in tiny print at the bottom it stated this flight was a codeshare (my book8ng was Austrian airlines)with united and the tickets did not include hold baggage. I called travel republic straight away who confirmed no hold luggage on my tickets. I explained everything and they told me it is an IT glitch and I need to pay for hold baggage at airport. I am fuming to say the least. I have told them I am not happy to do that as I want what I paid for. They are looking into it and will get back to me.
Where do I stand with this issue. Surely they are in breach of our contract as I paid for a service that was advertised and they are failing to provide it? They are still offering those flights with baggage on their website.

Westin

Did you take a screen shot at the time showing the baggage being included?

If not, and as you say the flights are still showing a bag included, I would try to replicate the search and booking and screen shot the relevant page. Having some back up will support your claim and hopefully aid discussions about a refund of any baggage fee you have to pay to the airline.

Nursetina

Yes I did screenshot it as I thought they may change it then deny it was ever there. All conversations so far they have admitted it is there as they have each gone through booking process and seen for themselves.

Westin

Good start.

I would look on the airline website and see what the costs are to add a suitcase to the booking. That would be what you then need TR to cover.

Just however double check the baggage issue with the operating airline. Whilst United do have domestic fares without luggage I didn’t think they sold international U.K. > US ones on that basis.

Nursetina

One of my issues is also they have said cases can't be added to booking, we would need to do this at the airport. I really don't like the idea of doing this, I want to have them added before we go. This was why I searched for included baggage as I could have gone with any provider and added it myself, perhaps even slightly cheaper. Also why I double checked with them too. Would I be in my rights to ask them to rebook me onto another flight that does include baggage, obviously at their cost? I also don't see why we should have to pay if we add at airport, then claim cost back.

Westin

Would I be in my rights to ask them to rebook me onto another flight that does include baggage, obviously at their cost?

I can’t see them doing that.

Can you provide your date of travel, routing and flight number. Just a thought but if sold as Austrian Airlines I think the marketing carriers rules apply on checked luggage (but the operating carrier rules for cabin luggage). Also, does the paperwork from TA show the fare code against the flight. This is often a single letter.

Caz3121

Their site is misleading.
They appear to use "baggage included" when hand luggage is included but hold luggage not!
doing dummy booking - when you click through to book it shows "hold luggage" 0 (with the option to add), "hand luggage" big green tick and "included free" (with the dimensions and weight)
(searching further down the page by price you eventually come across a more expensive fare which has hold and hand luggage ticked

On the Austrian or United sites you can clearly see the difference between the different economy options side by side...on a third party site, sorted by price you cannot properly compare.
I would generally book direct with the airline - it can often be the case that a basic fare + baggage fee costs more than a standard economy which includes it

Nursetina

Flight number os7795
Fying on 19th Jan at 12 midday
Heathrow to Newark.
No fare code....there is a provider reference?

Nursetina

On the Austrian or United sites you can clearly see the difference between the different economy options side by side...

I did look on their sites, hower the flights i have just say economy the ones without hold luggage are called economy light. I

Westin

Caz3121 has covered it well.

Seems a hand baggage only fare is offered and sold and whilst the airline site makes it clear there is ambiguity around the descriptions on the Travel Republic site.

The fare codes are: Light K, Saver K, Basic M, Flex B. If you have “K” this would confirm it as a hand baggage only fare.

Nursetina

Thanks all for help and a bit more clarity. I cannot find a fare code on my confirmation. I think the way these flights are marketed is very misleading and even the people who work for the company don't understand them. This is why I contacted and spoke to them directly, for some clarity on the booking, which I thought I had been given. I will see what they come back to me with.