Flights from Travel agents and cover under Section 75

I purchased tickets from a UK Travel agenet for flights to New Zealand operated by Air New Zealand in conjunction with Singapore airlines. I have tried to book my seats and have been told by Singapore airline that this has not been ticketed, they say also if I go to the airport to checkin that I will not be allowed to checkin or board because it is not ticketed; therefore I have no flight. This was paid for on my Mastercard Credit card. Am I covered on Section 75 to get a refund

Comments

  • pinkshoes
    pinkshoes Posts: 20,005
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    I would suggest contacting the UK travel agent to ask why you cannot check in!

    If they cannot resolve the error and the tickets do not exist then yes you are entitled to a refund. The Agent can refund you if they are unable to provide what you have paid for. 
    Should've = Should HAVE (not 'of')
    Would've = Would HAVE (not 'of')

    No, I am not perfect, but yes I do judge people on their use of basic English language. If you didn't know the above, then learn it! (If English is your second language, then you are forgiven!)
  • Do you have the magic 6 digit booking reference and if so with which airline ?

    When do you actually travel ?
  • eskbanker
    eskbanker Posts: 29,940
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    Kiwi2023 said:
    I purchased tickets from a UK Travel agenet for flights to New Zealand operated by Air New Zealand in conjunction with Singapore airlines. I have tried to book my seats and have been told by Singapore airline that this has not been ticketed, they say also if I go to the airport to checkin that I will not be allowed to checkin or board because it is not ticketed; therefore I have no flight. This was paid for on my Mastercard Credit card. Am I covered on Section 75 to get a refund
    Section 75 may be an option if you can demonstrate that the company you paid has failed to provide what you bought, although chargeback is probably more viable, but trying to resolve the matter with the agent is obviously the most appropriate action initially.  Who is it?
  • born_again
    born_again Posts: 13,684
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    Well in either case, chargeback or S75 neither can be actioned till after the flight would have taken place.

    Who debited the CC? 
    What have Air New Zealand said given it seems booking is via them. 
    Life in the slow lane
  • pinkshoes said:
    I would suggest contacting the UK travel agent to ask why you cannot check in!

    If they cannot resolve the error and the tickets do not exist then yes you are entitled to a refund. The Agent can refund you if they are unable to provide what you have paid for. 
    Agreed it's important to get to the bottom of this - because depending who is at fault there's also statutory compensation for denied boarding (if it's the airlines mistake), and potentially consequential losses.   

    Definitely worth investigating further than a simple chargeback. 
    I'm not an early bird or a night owl; I’m some form of permanently exhausted pigeon.
  • DullGreyGuy
    DullGreyGuy Posts: 9,184
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    Kiwi2023 said:
    I purchased tickets from a UK Travel agenet for flights to New Zealand operated by Air New Zealand in conjunction with Singapore airlines. I have tried to book my seats and have been told by Singapore airline that this has not been ticketed, they say also if I go to the airport to checkin that I will not be allowed to checkin or board because it is not ticketed; therefore I have no flight. This was paid for on my Mastercard Credit card. Am I covered on Section 75 to get a refund
    Which agency? Have you spoken to them yet?

    There is at least one non-UK agency that doesn't ticket the flight until just before your flight is due, effectively hoping for a drop in price which they then pocket. If the price goes up you get the choice of a refund or to pay the extra. This methodology is outlined in their terms but obvs most don't read what they agree to
  • @Kiwi2023 when is the flight and who is the agent ?

    @ArbitraryRandom until the OP is in possession of a locator number and ticket then there cannot be any compensation from the airline.
  • The flight is in a weeks time, I have spoken to the travel agent (Aceflights.co.uk) and Air NZ and both say there is no problem , check in  the day before online and get the flights. Contacted Singapore Airlines to book seats on the first two legs and they say its not ticketed. Haw got two booking numbers one Air NZ and one Singapore Airlines. Also have e-ticket numbers which I am told are associated with the Air NZ Booking number but not the Singapore airlines booking number. This is the problem and am told by Singapore Airlines that the travel agent needs to do this , but have asked now on at least 5 occasions and nothing has happened; Singapore airlines say they cannot do this and Air NZ say they cannot do it. I am running out of time to sort this. I am sure the Travel Agent has paid Air NZ as otherwise they would not have issued the e-ticket, or allowed me to book seats on the leg of the journey with them.
  • @Ayr_Rage , @ DullGreyGuy, @eskbanker @pinkshoes
    The flight is in a weeks time, I have spoken to the travel agent (Aceflights.co.uk) and Air NZ and both say there is no problem , check in  the day before online and get the flights. Contacted Singapore Airlines to book seats on the first two legs and they say its not ticketed. Haw got two booking numbers one Air NZ and one Singapore Airlines. Also have e-ticket numbers which I am told are associated with the Air NZ Booking number but not the Singapore airlines booking number. This is the problem and am told by Singapore Airlines that the travel agent needs to do this , but have asked now on at least 5 occasions and nothing has happened; Singapore airlines say they cannot do this and Air NZ say they cannot do it. I am running out of time to sort this. I am sure the Travel Agent has paid Air NZ as otherwise they would not have issued the e-ticket, or allowed me to book seats on the leg of the journey with them.


  • eskbanker
    eskbanker Posts: 29,940
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    All I can suggest is that you keep chasing the agent with your concerns - your card company may be able to intervene after next week if the flights turned out not to have been bought, but if you're (understandably) looking for action before then, this can only be initiated via the agent.
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