Are Skyscaner regulated? issue with flight change

christmaspenguin

Long story short, a friend bought our group tickets directly through skyscanner (credit card shows skyscanner, not the airline). Ticket confirms a date change can be made for £60. we need to change the outbound date. Skyscanner says no and blames the airline T&C's. I rang the airline and they confirmed the ticket can be changed but it must be done through Skyscanner. Been on the phone and through numerous emails for two days now without success. Been through internal complaints system and they wont back down. Where next?

thanks all

CP

soolin

I’m not convinced you have bought direct from sky scanner despite the line on your statement. However perhaps wait for someone else to log in who has more knowledge than I do of the site.

The site actually states

Fly!

When you choose a flight, you will be redirected to the travel website where you will find the chosen offer. This way you can book your flight at the best price.

And then goes into say 

We would like to draw the User's attention to the fact that the products and services to which the User has access via our website are offered by our professional partners, either directly (e.g., airlines, hotels and car rentals) or as an intermediary (e.g., travel agencies) via external websites to which the User is redirected once they have selected the chosen offer. Therefore, before making a reservation, please check carefully on the website of the professional concerned all the details and conditions of the offers you access from our website.

christmaspenguin

Thanks Soolin,

I had a look at their help page and found the following options on who to contact:

I bought from a partner

You'll find 1000s of travel agencies, airlines, hotels and car hire companies that you can buy from through our site and app. When you buy from one of these travel partners, they will take your payment (you'll see their name on your bank or credit card statement), contact you to confirm your booking, and provide any help or support you might need.

If you bought from one of these partners, you'll need to contact them as they have all the info about your booking. We unfortunately don't have any access to bookings you made with them.

 I booked with Skyscanner

If you booked your travel with Skyscanner on our site or in the app, then check your booking confirmation email for details on all the ways to get help.

Unsure who you bought your travel from? Check your bank or card statement to see who charged you.

Westin

Skyscanner.net used to just be an aggregator site but more recently does now seem to be the booking principal in some cases.

Did Skyscanner tell your friend (lead name) why they could not action the outbound date change?

There would typically be the administrative fee (£60) PLUS any difference in the new fare. Could it be that they have said it can’t be done for £60 but £60+fare difference which your friend disputed?

You have not mentioned the airline/routing. As these will differ I am not sure we can help much more.  If however you do a dummy booking for the same dates/airline you should be able to see the fare rules. These are the airline rules for actioning any change.  I would check those out first.

christmaspenguin

UPDATE: After 2 days, 8 calls and 12 emails, Skyscanner have finally iven in and admitted i am right. If anyone else is in this position be sure to stand your ground and ask that a supervisor is informed and rins you back.

Thanks all for your help

Pollycat

christmaspenguin said:

UPDATE: After 2 days, 8 calls and 12 emails, Skyscanner have finally iven in and admitted i am right. If anyone else is in this position be sure to stand your ground and ask that a supervisor is informed and rins you back.

Thanks all for your help

Better still - book direct with the airline, not a 3rd party agent.