Dream World Travel "lost" my flight tickets - How to claim compensation?

Soliberus

Hi everyone

I find myself in a peculiar situation.  In April I booked flights (with Qatar) to Cape Town, South Africa, using Dream World Travel (found deal using cheapflights.co.uk).  I received an email confirmation, which included the Qatar PNR booking ref.  The next day I received an invoice via email and the money was deducted from my credit card.

On Thursday last week I tried to retrieve my booking on Qatar's website, but it failed with an "invalid booking ref" error.  I emailed Dream World Travel to enquire, but I also went to look at their reviews on Trustpilot and found LOADS of people having issues with their bookings.

Long story short, Dream World Travel took my money, but never paid Qatar, so the reservation expired and they "lost" the flights.  This resulted in me having to book new flights to SA, which were twice as expensive as the original flights and to a different city.  This has also resulted in me having to change internal flights in SA and car rental bookings.  All in all it has now cost me more than 3.5k extra, because of Dream World Travel's "mistake".

If DWT don't refund me for the original tickets, I'll do a claim back using my credit provider. 

My dilemma is claiming compensation for the extra cost incurred.  I really don't know which route to take.  Can anyone offer advice on what channel I can use to claim compensation?

Many thanks

Westin

Not sure DWT 'lost' your tickets. 

DWT seem to have a rather strange operating model (which they are fairly upfront about) in that they don't provide your tickets, or confirmed travel arrangements, until two-three weeks before departure.  They seem to make an initial reservation with an airline (which generates a PNR) but then don't ticket the booking and so the PNR expires. Presumably no money passes to the airline either at this time. It appears they keep rebooking when ticketing deadlines come and go up until a point closer to departure date when they try to secure the ticket at the price paid. If they can't they presumably look for an alternative airline/flight - or come back and ask for more money.

It's a terrible system and I can't see it lasting. The deck of cards will fall.  Very surprised there has not been an investigation into their business practices. 

"The details of flight carrier(s) and timing(s) displayed on our website and provided on your email are subject to change and confirmation. The updated details to follow will be sent no later than two weeks before departure. This is to avoid any last-minute changes (made by airlines, countries and authorities) for any unforeseen circumstances which can result in cancellation charges or possible delays in the refund."

In your case DWT may refund you, but equally they may turn around and say that their T&C's are clear that they won't confirm travel plans until closer to departure and that you jumped the gun booking something else.

Any money to be refunded could be an uphill struggle. As you have probably seen from reviews they seem to wait until small court proceedings are issued, then they begrudgingly pay up.

A refund of your initial ticket price is one thing - and one battle.  I honestly can't see you having much luck in getting compensation or the fare difference to the tickets you then purchased elsewhere. You might have to suck that one up.

I really, really wished that people would not use these very dubious ticket sellers that they find on the internet.  People are drawn into a 'cheap' advertised deal and thing they are saving a few £'s.  This is often the outcome.  Research in advance of a purchase like this is key.   Even a quick google for their address would send many running.

I wish you luck. Please however tell your friends and avoid giving money to unreputable online ticket floggers.  The 'saving' isn't worth it!

Westin

Even this on their own website presumably doesn't put people off....

Soliberus

Hi Weston

Thank you for the detailed response.  I've done a bit of "due diligence" before I booked the tickets, but clearly not enough.  Their reviews weren't this bad back in April. However, it is now clear that their 5 star reviews are fake / staged.

DWT confirmed in writing that they cannot procure the tickets and will refund me.  I only booked the new tickets after receiving their email.

Many thanks

Alan_Bowen

Please wait 24 hours. I believe an announcement will be made, if you paid by credit card, you may be able to claim the additional costs of your new flights from the card issuer, if it was a debit card, you won't. 

bagand96

Sounds like code for "they've gone under" 

Alan_Bowen

Not yet.......

stoneman

I would have thought it’s a clear section 75 from your card company. If you have had to buy comparable tickets to get you to your destination then the CC company have to stump up?

eskbanker

stoneman said:

I would have thought it’s a clear section 75 from your card company. If you have had to buy comparable tickets to get you to your destination then the CC company have to stump up?

Not sure it's that clear-cut here - there's the potential for the fourth party to be considered to invalidate the debtor-creditor-supplier chain, but even if DWT were accepted as the supplier, are they actually in breach of (their convoluted) contract, and even if that could be established, would they or the card company definitely be on the hook for the higher cost of alternative flights?  There would often be a liability to put the customer in the position they'd have been in had the contract been performed correctly but it doesn't seem a completely cut and dried conclusion when the arrangements are structured in this way....

Caz3121

Alan_Bowen said:

Please wait 24 hours. I believe an announcement will be made, if you paid by credit card, you may be able to claim the additional costs of your new flights from the card issuer, if it was a debit card, you won't. 

maybe this announcement? https://travelweekly.co.uk/news/air/west-london-agent-folds-owing-an-estimated-11m

Alan_Bowen

Beat me to it. For those awaiting tickets, there won't be any more issued. If you have tickets, a few were bought from other agents but not paid for, check with the airline to see if they are still valid.

For those with no tickets, please claim from the card issuer you used, if you are awaiting a refund from a flight that was cancelled during the pandemic, credit card holders should be fine but those who used a debit card may find the bank unwilling to refund after such a long period. If you had an ATOL Certificate and many did, the CAA will be preparing a claim form, it isn't ready yet but full details will appear on their website, www.atol.org.uk or follow the advice on the front of the Certificate itself.