Expert: K F. - 4/18/2010

Question
QUESTION: Dear Sir
I booked the tickets for 2 tickets on Friday 9/4/10 at a total price of 671.28 pence and was paid by debit card. I received a confirmation email with their booking reference %26 price.

I do not if this relevant but as I was not the travelling passenger, the agents requested me to complete an identity check form with a copy of my card and passport.

On Saturday 10/4/10, I phoned the travel agents regarding the identity check form and as I did not agree with this, I requested them to pay with my wife’s debit card; however my debit card had already been charged with transaction. I was informed that they were checking the availability of the flight.

The travel agent consultant called me later %26 informed me my original booked flight was not available and offered the alternative flight. I asked her if this flight was the same price as I was quoted – whereby she said yes and was to email me the details. The travel agent consultant emailed me confirming the 2 tickets and the total price. She had not mentioned this price was per passenger.  I responded with confirmation and the price. Later she phoned and the payment would be charged to my wife’s card details, which I gave her. She assured me that I would get the confirmation of the tickets and a confirmation that all monies charged to my card will be refunded - within the next 15-20mins. I did not receive this email.

On Monday 12/4/10, morning I phoned the agents again as I had not received the confirmation and she told me she would do that next 10-15 mins. Upon receipt of the email and I checked the confirmation of the tickets. I then examined the contents of the email and was shocked, that I was charged twice the agreed amount. I called the agent’s consultant was told that the fare quoted was per person and not total price. Not happy with the situation I asked to talk to a Agent’s supervisor. I explained him the quotation I received was for 2 tickets and the total amount I was charged was double. He said he would look into the matter and call me back. I did not receive a call; however I received email later on, from the consultant denying that the quoted price in the email. On the contrary, her email states both passenger’s name and a total price. There is no mention that the price is per passenger in that email.

I emailed the agents to inform the misunderstanding in the price quoted to me, which was very similar to what I was paying for 2 tickets and would not like to proceed with transaction and would like a full refund.. The agent supervisor called me that the tickets were not refundable and was prepared to discount the tickets, but not at quoted price. I had only booked these tickets from this agent due to the attractive price, I could only accept the tickets at the original quoted price.

Since then I have been charged the full amount and the agent’s Supervisor or any staff is not prepared to talk to me or call me even though I have left messages with their staff.

Could you please advise if there are any means to recover the excess charges and can I legally pursue to recover the monies?
As the agent is not responsive and is using delaying tactics, what is the best approach to resolve this amicably?

Thanking you in advance.

Jack

ANSWER: I hope I understood your question correctly, here. I would like to ask you what travel agency you booked with. I know major US travel agencies, but never got this bad when it came to customer service.  
You have the total right to recover your misinformed amount of money you have lost for the transaction.  If the company is a legit one, they should, if not, you can complain again and ask for the manager or someone higher than the supervisor.  

I am curious about why you gave them your debit card # AND your wife's.  You should only give them one.  I do not know what the %26 is.  

So I think you can complain to the company and try to book your flight with the airlines' directly.

---------- FOLLOW-UP ----------

QUESTION: Thank you. The travel agency I booked is called TicketstoIndia (myvacations.co.uk) and is based in London, UK. When I booked the tickets on line, I booked them with my debit card. Since I am not travelling on the flight the agents wanted a hard copy of my credit card details on a separate declaration. I refused to release my details and was told that, the flight was no longer available. The travel agent then offered an alternative flight with a similar fare of £671.28 for 2 tickets; hence I booked this flight on my wife’s debit card. My sister-in-law and my wife are travelling on this flight. They have refunded the monies charged to my card, which is £671.28, but the money charged to my wife’s card £1339.00 has not yet been refunded and it is the money in question. The 2 tickets are confirmed and e-tickets have been issued and are non-refundable or transferable.

I have received an email from the travel agent's consultant admitting the misunderstanding and since the e-tickets have been issued, the travel agent's consultant wants us to accept the tickets at higher price of £871.00. I have also talked to company's manager and director explaining that this was not the agreed total price of £671.00 for 2 tickets. I have put a counter/compromise offer that I can accept the tickets at a price £771.00. I am still awaiting the acceptance reply from the travel agent. I feel they are using delaying tactics since they have the larger amount.

The %26 was ampersand(&) sign.

I have complained to the company directors and the customer service about the incident but in vain. Should I put a deadline for them to respond and if they do not reply, should I engage and pursue further with legal action.

Do I have to accept the issued tickets? If no, can I recover the full costs of the tickets?

If yes, then how do I recover the excess charges?

Thanking you in anticipation.

Jack

Answer
I think you should just get those issued tickets and do not use that travel agency again.  You should however ask for some repayment in any way for the trouble.  Maybe another day at a hotel or any kind of accommodation you may need when you are traveling.  

If the legal system is the same as the USA, then I say you should pester them to give you the excess charges back.  You maybe able to talk to your bank/credit card company so that they can do it for you.  Thats what credit companies  are for.  

Hope this helps.  
Please rate my answers.
Thank you.
Ken