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Best way to make a Complaint to a Online travel website

  • 09-08-2010 8:26am
    #1
    gary_bre
    Registered Users, Registered Users 2 Posts: 54 ✭✭


    Hi All

    I just have a query on my next move on a situation that Im in a the moment. I want to make a complaint/legal action if nessesary to an online travel website that caused me some serious grief with an flight I booked.
    Details of situation are below . I would appreciate anyone's advise on this :

    Booked a flight to malta on 4th June online. I will add this was an emergency flight booking for same day flight (ie I booked this at 11am in the morning to fly at 5pm that day)
    I got a Travel Confrimation email which stated E-Ticket and to present at the airport for boarding pass
    Got to the airport and they had no record of my E-Ticket
    Called the Credit Card Company and they had taken the money from my account.
    I couldnt afford to booked another flight (orginal cost me 450Euro) so rang the online website and they said there was a problem with the transaction even through i recieved the confrimation? They suggested to book again but I wasnt in a position to do so just incase i was double charged for the flight.
    Missed the flight.
    Rang to complain to website and was told to send an email. So sent an email and it took them until last week to answer me after numerous emails and phone calls to them.
    They said that it takes 24hours to complete a transaction so that is why I couldnt board the flight as it hadnt been 24hours since booking.
    Why then was the money taken from my account and a E-Ticket issued to me which clearly stated on it that this was to be presented to recieve your boarding pass?
    Ive feel very let down and I had to do a lot of chasing over the last 2 months to just recieve a "copy and pasted" generic response to my query.
    I would like to take this further but would like to see some opinoions to weather i have a case or not , as Ive already wasted alot of time with this company.

    thanks
    Gary


Comments

  • #2
    Ponster
    Moderators, Recreation & Hobbies Moderators Posts: 10,912 Mod ✭✭✭✭Ponster


    Mod Edit : I'll leave the post here for a bit before moving to Biz -> Consumer Issues


  • #3
    BuffyBot
    Registered Users, Registered Users 2 Posts: 24,924 ✭✭✭✭BuffyBot


    An email confirmation is not a ticket, which is a mistake that many people make. The text about collecting boarding passes etc is most likely generic text that gets sent to all bookings. A conformation is just a confirmation of a booking request, but until they booking has actually been ticketed the airline isn't going to accept you for travel. You're relying on the agency to ensure it's ticketed when you book through a 3rd party and depending on how advanced they are that can be anything from instant up to a few days.

    The money being charged is no different than buying any service. You pay upfront for something - in this case, it wasn't delivered. I assume they're going to refund it.

    We don't really have enough information to go on, really to advise you. Sure, their follow up customer care sounds like it sucks, but if you're getting the money back that's probably as much as you can hope for.


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