Booking Virgin Flights via 3rd Party

Groveterra

I booked a flight with Virgin via PH Travel as it was cheaper than booking with Virgin direct. The flight cost me £688. The flight was to Orlando and was cancelled by the airline. I was offered a credit voucher to use against another flight but I insisted on my right to claim a full refund. I was told by PH Travel that a refund of £638 would be credited back to my credit card within 4-6 weeks (this was 25th March and still waiting). When I asked why £50 was deducted, this was the reply I received 
“

 

I would like to inform you that all the tickets issued online on discounted/promotional fares are undergoing a nominal administration fee from our suppliers. Since the said carrier cannot operate anymore all the bulk buying contracts (contracts that help us fetch these discounted fares for you with suppliers and airlines are terminated. I understand this is an inconvenience to our customers but this is something beyond our control. We’re duly complying with the airlines policies and ensure to organise your refund in a timely manner from our partner suppliers/airlines.”

 Is this legal?

 

 

 

Thrugelmir

The intermediatory has operating costs to cover.  With no cash the business would fold and go under.  The charge should be disclosed in the T&C's issued when you originally booked the tickets. 

CKhalvashi

The agency has completed the service that you paid them for and therefore has a right to be paid for this. You could have booked with Virgin instead of having an agent do this for you.

This is one of the downsides of going via an agent rather than direct.

bagand96

Of course it is legal, as long as such admin fees were notified in the T&C's you accepted when making the booking. 

A lot of online travel agencies charge admin fees, it's how they make money (they make very little commission on selling the flight in the first place).  You chose the agent, by your own admission to save money. 

Which PH Travel brand was it?

Groveterra

bagand96 said:

Of course it is legal, as long as such admin fees were notified in the T&C's you accepted when making the booking. 

A lot of online travel agencies charge admin fees, it's how they make money (they make very little commission on selling the flight in the first place).  You chose the agent, by your own admission to save money. 

Which PH Travel brand was it?

It was Getaflight and can’t find anything when I booked about cancellation fees. Remember it was Virgin that cancelled the flight, I had no say in the matter. 

Caz3121

Groveterra said:

Remember it was Virgin that cancelled the flight, I had no say in the matter. 

With third parties you pay to get them to work on your behalf. (it is their model) I have not noticed any that deal with the airline on your behalf, obtain your refund and process it back to you without deducting fees...they tend to range from £30 to $250 depending on the agent...these should be advised to you at time of booking.
Getaflight have no say in the matter of the flight being cancelled either and for future you can avoid third party fees by booking directly with the airline

Thrugelmir

Groveterra said:

bagand96 said:

Of course it is legal, as long as such admin fees were notified in the T&C's you accepted when making the booking. 

A lot of online travel agencies charge admin fees, it's how they make money (they make very little commission on selling the flight in the first place).  You chose the agent, by your own admission to save money. 

Which PH Travel brand was it?

It was Getaflight and can’t find anything when I booked about cancellation fees. Remember it was Virgin that cancelled the flight, I had no say in the matter. 

You choose a third party agent at the outset to save money. Not possible to have ones cake and eat it. 

bagand96

Groveterra said:
 Remember it was Virgin that cancelled the flight, I had no say in the matter. 

Yes, and if you'd been a direct customer of Virgin Atlantic, then you would have been entitled to a full refund from them.  You chose to use a third party online travel agent who are charging an administration fee for the admin work they've undertaken.  

If you don't think it was in the T&Cs which you agreed to at the time of booking, then politely ask them to reference the relevant clause.  If they can't then you may have a point to take it further.