I was charged the wrong amount by a website and the company won't refund my purchase in full....HELP

dave_k100

Hi,

I am after a little help to see if I can try and claim all the money back for a flight that I booked, where the website displayed one price but part way through changed the price without me noticing.

Here is what happen:

1. I booked 4 passengers on flights to Canada using TravelTrolley in total cost some £1400

2. As part of the checkout you have the option to add bags (flights to Canada don't include checked bags!!), so to see what it would cost I hit the 'add bags' button and saw the price shoot up to almost £1800

3. I pressed the button again to remove baggage and prices went back to the original £1400 odd price previously seen without the baggage.

4. I proceeded to fill out the various passenger details and clicked the Continue button at the bottom of the screen. At this point I was prompted with a message along the lines of 'Are you sure you want to continue without adding checked bags' I hit yes continue to payment

5. Here is where the problems started, at this point I think the price on the next page where you fill Credit Card number etc... changed to the cost that included baggage, but it was a tad late and I didn't notice so I merrily put in my details and paid.

6. After making the payment and received my confirmation email I noticed the increased price, so in a panic I phoned the company to ask what was happening. All they could tell me was that I had paid around £1800, I spent the next 30mins arguing with them about it being a mistake but got nowhere. In the end they said they could do a refund for most of the cost before 00:00 as that is when tickets are booked and at that point it will be £150 per passenger to cancel. So I reluctantly agreed to a refund of £1700 and they kept £100 for 'admin' costs.

7. I have since been back to the site and reproduced the issue and done a recording of it


I want to know if there is anyway I can go back and challenge this and get my extra £100 back, I'm not sure if I have a leg to stand on.

Any help will be greatly appreciated

[Deleted User]

Point 5 clearly puts the ball back in your court

stripeyfox

judging by the reviews online for Travel Trolley you did well to get any of your money back!

dave_k100

yep I really should have read the reviews first, not a mistake I will be making in future

stripeyfox

dave_k100 wrote: »

yep I really should have read the reviews first, not a mistake I will be making in future

I don't know much about TT but have been caught out with an online agent before. In the last five years I always book direct with the airline (BA, KLM, Virgin, American) and everything is much easier!

onlyfoolsandparking

It all depends on what the company's T & C,s are on their website, that would give you a clear indication of whether you get your £100 back.


Based on what others have said about their reviews I think you may have had a lucky escape albeit a £100 lesson.

dave_k100

Yep their website is very much everything is non refundable
My main issue was that I thought I hadn't added baggage and their website also said I hadn't added baggage on, but on the payment screen I was charged the baggage amount and I didn't notice the change in price.

Ben8282

I'm curious about two things.
You have asked for a full refund which you have got less £100.
Why did you request a full refund rather than a refund for the unwanted baggage? Have you abandoned your travel plans then? Have you managed to rebook the flights at a lower cost?
Paragraph 2 of your OP expresses surprise that flights to Canada don't include checked baggage which makes me wonder if all 4 of you really intend to take a holiday in Canada without any baggage.

callum9999

While I can't replicate this, sites that have baggage pop ups like this tend to make the continue option "add baggage", and make the option to not include it almost invisible. Are you sure you clicked the right thing?

As to being shocked that it didn't include baggage - the fact you opted to not include it is exactly why many airlines now charge for it separately.

dave_k100

@Ben8282
I asked about removing the baggage, but they claimed this was not possible and my only options were to keep the £380 baggage or cancel my tickets (minus £100 admin fee).

I did want to include baggage, but for only two of the passengers not all 4. The website does not allow this, it is all passengers or nothing. So in the end I cancelled the booking with them and booked the tickets with someone else (at a slightly more expensive price)

@callum9999
yep 100% sure I clicked the right thing, the pop up I got actually said 'no baggage added, are you sure you want to continue?'
The reason for not including the baggage was obviously for a cheaper ticket price but we will be taking 2 bags with us but I have to pay £80 for each direct to the airline for these (the website only allows for all passengers to have baggage)