Webjet = fail

[Oneworldplus2]

Hi People,

My parents are in a very sticky situation at the moment.

A once in a 3 year, 6 week trip to Europe has been severely jeopardised. With a pretty big domino effect taking place as l type this.

My father booked a CX/AY combo ticket about 6 months ago. 2 people. whY Class. He is a QF Gold. Columbus Direct Insurance purchased as well.

PER-HKG-HEL-TXL vv

Both CX and AY had changed the departure date and times leading up to the departure.

Webjet did NOT in any way notify my parents prior to departure of changes and the itinerary was NOT updated on their website. My dad checked the itinerary on the webjet website every week prior to departure. No changes, same booking, he thought, all going as planned. The itinerary at this minute, on the website, still the same as what they had purchased. So, no updates/changes, same as the original booking.

Last night, he checked in online and the CX flight, BIG PROBLEM. Because of the changes, they were meant to depart the day before and connect with AY through to Berlin. There go the flights.
So, they are in PER, making frantic calls to try to get to Europe as most of the hotels booked and other inter-Europe flights have no a refund policy.

Insurance = no go as it was an "not unforeseen event" aka, Webjet's problem for not updating the itinerary and notifying the clients. It is travel Agents responsibility to update flight details to clients. Fair enough, l agree with that.

Webjet, trying to weasel their way out of it.

AY= They notified Webjet, not our fault.
CX= They notified Webjet, not our fault.

My dad, loosing hair (fast) and will probably book a QF flight ASAP to get to Europe before it all goes to s**t.

Impression l have gotten so far, STAY AWAY FROM WEBJET!!!!!!

Opinions people????????????

 

[futaris]

If you book with a travel agent, always double check the departure dates, etc on checkmytrip and/or the operating airlines before you fly.

Try contacting the Australian Federation of Travel Agents Limited as per this site if Webjet aren't cooperating..

 

[Mal]

Oh - that is Webjet FAIL! futaris is correct though, that the flights should have been double checked on the airlines involved. Won't help now unfortunately

Make sure you take PDF/screenshots of the current booking on the Webjet site for later reference.

Good luck with getting a resolution. I'm not sure that Webjet can wiggle out of it, although they will try.

 

[dajop]

futaris is correct though, that the flights should have been double checked on the airlines involved. .

Why?

Travellers "in the know" do this simply as they know better than to trust airlines and travel agents. However those who are not "in the know", unless specifically instructed to (eg "please reconfirm flights 72 hours prior to departure) rely on TA's. Travel agents receive a commission and in some instances a booking fee and should have systems in place to ensure any changes are communicated to their customers. Surely there has to be some recourse to the travel agent here, especially as the original traveller frequently checked the itinerary on the travel agent website? In this day and age a major online agency should have suitable systems in place to email any changes as they happen.

 

[Mal]

Why?

Because agents can be incompetent - cue case above...

I agree that in a perfect world people shouldn't have to double check what an agent does. Unfortunately this isn't always the case - stupid things like not booking tours correctly (or for the correct number of pax), incorrect flight bookings, not notifying of changes (or issues like Volcanic Ash/Thailand etc) can occur.

 

[Will]

Sounds pretty deplorable.

Hopefully they will make good on this, without your father needing to file a claim (which would have a *very* high chance of succeeding).

 

[futaris]

You did agree to Webjet's Booking Terms:

About Our Liability

We do not endorse or recommend any particular travel service provider, nor do we vouch for the accuracy or completeness of the information provided by third parties in relation to their products and services. Information provided through the Service is provided in good faith, and is subject to amendment at any time without notice. You should make your own evaluation of the accuracy or completeness of any information, opinion, advice or other content available through the Service.

You are solely responsible for the suitability of any travel services which you purchase by means of the Service. In particular, we are not liable for any inconvenience caused or expense incurred as a result of any unsuitability of travel services for use in association with other travel services, except to the extent that liability in relation to those matters may be imposed on us by legislation that cannot be excluded. Webjet Marketing's role in relation to your travel arrangements is limited to facilitating your booking and arranging travel documentation, payments and refunds as applicable.

Ending This Agreement
This agreement is governed by the laws in force in Victoria, Australia. You irrevocably submit to the non-exclusive jurisdiction of the courts of Victoria and courts of appeal from them for determining any dispute concerning this agreement.

Now unless there is something mentioned here, they've met their T&Cs and legislation.

Licensed travel agents should be familiar with all their obligations as a licensee, which can be found in the Travel Agents Act 1986 and Travel Agents Regulations 2007. Heavy penalties can apply for failure to adhere to the legal requirements.

The Act and its Regulations are designed to protect consumers by outlining how travel agents must conduct business. Consumer Affairs Victoria deals with complaints about travel agents who do not comply with legal requirements and can:

• Prosecute them; and,
• Bring them before the Occupational and Business Regulation List of the Victorian Civil and Administrative Tribunal, which can suspend or cancel a travel agent's licence, impose fines and/or conditions.

Of course don't forget the Fair Trading Act 1999.

 

[straitman]

I agree that it is best to recheck your booking however I would suggest that the 'average' passenger would have no idea how to do this unless the TA showed them how. IMHO it is Webjet who is responsible for this issue and it highlights why I would never normally use them and certainly not for anything complicated.

Good luck in getting them to admit their liability Oneworldplus2.

 

[Oneworldplus2]

Thanks for the replies.

Still no news.

The oldies are very average travellers, believe me. "Check my trip" etc etc, they don't have a clue as to what that is, and l think that most people don't either.

I would have thought, that checking the booking with the booking code put in, on the webjet website, and with no updates/changes, the booking would still be the same as per original booking?
Not so, apparently?

Well, l guess that it is a heads up on Webjet and l will endeavour to keep everyone informed of the outcome. In my eyes, l will never book through webjet, ever. Not that l do at the moment anyways.

 

[yohy?!]

Were your folks using the checkmytrip.com website to review the itinerary or something else?

I booked through webjet last year and they flicked me on to this site, I think it's a Galileo portal...I would've thought the flight information would be live on it.

 

[serfty]

www.checkmytrip.com is an Amadeus site ...



Webjet use Galileo: http://www.webjet.com.au/about/travelport-gds-and-webjet-extend-partnership/

 

[yohy?!]

www.checkmytrip.com is an Amadeus site ...

my bad i knew it was one or the other would the information be live on it though?

 

[serfty]

my bad i knew it was one or the other would the information be live on it though?

The GDS's are supposed to refresh each other when changes are made ... but this does not always happen (as we can see).

CX used their own "Cupid" system and ISTR that AY employ Amadeus.

 

[auriga]

Pretty terrible service!

 

[Mal]

The GDS's are supposed to refresh each other when changes are made ... but this does not always happen (as we can see).

I've seen sync issues before between GDS's. It is frustrating when it occurs.

Travel Agents should also get a notification from the airlines, and tell their clients about them....

Very poor form from Webjet, and I hope they make amends.

 

[Oneworldplus2]

They are basic travellers. They checked the itinerary on the Webjet Website, no updates/changes. Still the same as per original booking.

Just tried to call *** at Webjet, who is dealing with this situation. She is out to lunch, non contactable, left a message.

Tried checkmytrip.com, the booking isn't even coming up, but they have been told that they are still booked on return sectors.

Personally, l think that the customer service at webjet is not the best and can do with a some improvement.

 

[yohy?!]

They are basic travellers. They checked the itinerary on the Webjet Website, no updates/changes. Still the same as per original booking.

Just tried to call *** at Webjet, who is dealing with this situation. She is out to lunch, non contactable, left a message.

Tried checkmytrip.com, the booking isn't even coming up, but they have been told that they are still booked on return sectors.

Personally, l think that the customer service at webjet is not the best and can do with a some improvement.

They are pretty rubbish, tried booking hotel stays through them before only to be told that advertised sale prices were unavailable despite them being selectable on their website and them also debiting my CC:evil:

 

[anat0l]

Whilst the OP did agree to Webjet's T&Cs, is it still the right thing for them not to inform the customer about changes?

I guess airlines do not have the similar escape clause that the "information they provide is on good faith and may change at any time without notice", i.e. if they do change a flight, they seem to be constrained to inform customers (or their travel agents) of the change. Also, the way I read all of this is that if an airline gets flight information incorrect at the point of sale, that is an offence, but if Webjet sell something on behalf of an airline but the information is wrong, then Webjet does not bear any responsibility (and probably this means that the airline is again responsible, even if the base information was misreported by Webjet).

Even if they do not send information about itinerary changes, the OP has said that the information on their website that looks up a booking is also incorrect, i.e. it only gives the original itinerary. Seems odd and unfair.

 

[Oneworldplus2]

Hi people,

Update.

CX and AY have now cancelled the ticket; because they missed the outbound flight, through no fault of their own. Webjet doesn't really give a toss what happens. My parents were never told about any flight/date/time changes before departure. Webjet never updated the itinerary and it is still the same as per original booking.
The oldies have now had to fork out around $6k with QF to get to Berlin and return, in order not to stuff the rest of the trip up.

He will be seeking legal advice over this matter when he returns.

That's about all l can say for the moment. I'll reply in around 6 weeks time with the outcome.

 

[notmensa]

Along with getting legal advice, I'd suggest lodging a complaint through Consumer Affairs Victoria once they get home. Choice magazine might also be interested.