Compensation for delay in confirming flight availability

Alexkelly

onashoestring said:

In the situation you describe, their only responsibility under their T&Cs and the law is that they must refund you . No additional compensation is due . 

So why did the supervisor on the phone say they would cover the cost of my new flight?

daveyjp

To give an answer which meant you ended the call.

Alexkelly

daveyjp said:

To give an answer which meant you ended the call.

Pretty sure you’re not just allowed to outright lie to customers so they hang up?

bagand96

Alexkelly said:

daveyjp said:

To give an answer which meant you ended the call.

Pretty sure you’re not just allowed to outright lie to customers so they hang up?

You may have some recourse under Singapore consumer protections but I'm not sure.

I do hope you get what your looking for, especially as they have told you they would sort it. The negativity here isn't aimed at you, it's just familiarity with many stories like these from OTA's. 

mattyprice4004

Alexkelly said:

daveyjp said:

To give an answer which meant you ended the call.

Pretty sure you’re not just allowed to outright lie to customers so they hang up?

From a previous call centre team leader - it happens all the time. 

I never did it, but the amount of mess I has to clean up from those that did is unreal. 

There’s a fair chance of them saying ‘sorry, that was a mistake - we’re not covering it as our Ts and Cs say we don’t have to’ once it’s investigated, regardless of what you’ve been told. 

Alexkelly

bagand96 said:

Alexkelly said:

daveyjp said:

To give an answer which meant you ended the call.

Pretty sure you’re not just allowed to outright lie to customers so they hang up?

You may have some recourse under Singapore consumer protections but I'm not sure.

I do hope you get what your looking for, especially as they have told you they would sort it. The negativity here isn't aimed at you, it's just familiarity with many stories like these from OTA's. 

I know, I appreciate that people take time out to respond. I’m always amazed how many people are willing to go out their way in their free time to give advice to be honest.

My anger is with big companies screwing customers over and feeling helpless when they just shrug their shoulders.

They tried to initially offer me compensation for their mistakes… in the amount of $14. 

I think there’s something to be said in these situations for just being relentless and refusing to give up

Upsidedownandaround

The “supervisor” will have no control over what payments are made to customers regarding refunds or compensation.

You yourself are saying you wouldn’t accept his initial answers and you “demanded” things so they will simply say they said if what you had said was true and they were at fault they would compensate your for it and pay the extra as per the written email they sent you.

After the investigation they will simply say they aren’t at fault for price increases and flights not being available as per the terms and conditions you agreed to.

They aren’t in business because they provide great service to their customers by buying tickets from Ryanair for them at the same price their customers could by going direct.

They run on wafer thin margins with minimal staff and make money by charging admin fees, for work when adding extras on to flights and people agreeing to their higher prices when they tell them the flight is no longer available at the price customers saw on the website.

Alexkelly

Lesson well and truly learned and will never be using them again and will advise anyone I know to avoid like the plague.

Gona have to chase them non stop if I have any chance of getting a refund

CKhalvashi

You've got no legal right to compensation. If you are out of pocket you may be able to claim expenses, but will have to prove negligence and probably go to court.

If you have a confirmed booking, you have no legal right to a refund (although you do if not). This should be a full refund but depending on the terms of your contract with your chosen booking agent you may have a transaction fee to pay for this.

In future for flight only bookings, only book directly through the airline, as you've given up many rights, including the right to a full refund within 7 days in choosing a booking agent.

Alexkelly

Update!

They were taking a long time to get back to me over this so I contacted them for an update. After a few more delays and reminders, they said they wouldn’t be paying the difference…

I responded to say that wasn’t good enough and I wanted to see what they were investigating, what had took so long, and what they’d based their decision on. 

Their next response was the screenshot. Absolutely over the moon! Have confirmed my currency and they’re going to send me the £543 to cover the price difference! 

Never give up!