Honouring on-line airfare booking prices

[Scottishdave]

2 days ago I bought a couple of multi-city SYD-AKL-SFO-IAH airfares with UA/NZ via one of the major online booking engine websites with my credit card and got an emailed confirmation immediately.

I got a call from the online company yesterday saying that their computer system was rejecting the codeshare flight on the SFO-IAH leg and if I really wanted that flight at the original time I would have to pay an additional $300 each for a non-codeshare fare on the same UA flight ($600 total for 2 pax ) or take a later flight.

I rang Air New Zealand and United and they said the codeshare still existed and they had no idea why company could not apply it to my booking.

If the online company allowed me to pay online and sent me a booking confirmation I thought are they are contracted to provide me the quoted multi-city legs at the agreed times? Are they legally obliged to replace the rejected SFO-IAH UA/NZ codeshare with a non-codeshare at their expense?

By the way, I did a search just before posting this and the multi-city combination with 12:30 UA/NZ codeshare is still there abeit $150 more than 2 days ago.

 

[Danger]

Were you issued with an e-ticket number before being contacted by the agent?

Where is the agent governed? That is, in what country's law is it subject to?

 

[SeatBackForward]

Im guessing Bestflights, my family had all sorts of drama with them..they wanted to charge $1500 for rebooking, when Delta did it for $400.

 

[Scottishdave]

Im guessing Bestflights, my family had all sorts of drama with them..they wanted to charge $1500 for rebooking, when Delta did it for $400.

How did you guess Bestflights? You were spot on.

One thing I did not mention is that the last connecting flight from IAH to my destination on another airline. Being put on the later SFO-IAH flight means my partner and I would have to overnight at IAH hence my being firm on holding bestflights to the "contracted" booking and keeping me on the 12:30 SFO-IAH codeshare.

A further development is that the consultant as Bestflights told me that they were unable to book the SFO-IAH codeshare on Sabre as it was being "rejected" and it must have been a technical problem with Sabre (BS?). I knew that if I could rebook I could go SYD-AKL-LAX-IAH and arrive at IAH for my connection on time.

Bestflights said I could cancel my SYD-AKL-SFO-IAH booking and apply my previous credit card payment to the SYD-AKL-LAX-IAH. I told them that I would check it out and call them back. In checking SYD-AKL-LAX-IAH and SYD-AKL-SFO-IAH on Bestflights I found that they had increased around $150 each overnight.

I rang AirNZ and UA and they told me there should be no reason why Bestflights could not use the SFO-IAH codeshare at both UA and Air NZ will still issuing tickets using it.

I rang the consultant and told her this and she switched into a "script reading mode" telling me that I could either take the free later-time SFO-IAH, pay $300 ($600 total for 2 pax) for the original time on the same flight but on a UA non-codeshare or cancel and rebook elsewhere. Feeling a bit trapped I went back to Bestflights and said go ahead with the SYD-AKL-SFO-IAH and use the LATER (at no extra cost) UA flight but with a proviso that if the "technical hitch" with Sabre was fixed I would be switched back.

"Hi ******,


as discussed on the phone please go ahead with the proposed booking below.



I understand the problem with booking the **/**/12 12:30 codeshare SFO-IAH may have been a technical issue with either bestflights.com.au website or SABRE as Air New Zealand and United Airlines say the 12:30 Air New Zealand/UA codeshare is still available but is it not available for any of the fare structures available to bestflights.com.au..





If the technical issue is resolved and the 12:30 codeshare does become available again I would request that the 14:20 UA277 be replaced with the 12:30 codeshare.





Many thanks and regards
********** "

Since my original posting I have been back to Bestflights and they now acknowledge they are still selling the same multi-city combo with the codeshare. After checking with her supervisor, she came back and said they had talked to Air NZ and the problem was a systems communication issue with UA and they could now apply the SFO-IAH codeshare. I asked if they could reticket me from the UA 14:30 SFO-IAH to the original 12:30 UA/NZ codeshare and they said they will talk to Air NZ to see if it is possible and they will call me back if it is possible. BS?

Anyhow, I'm going to ring the NSW Dept of Fair Trading to see what my rights are as far as getting Bestflights to absorb reticketing cost to get me back on the original 12:30 codeshare.

 

[Danger]

Sounds like you've had some luck.

So is everything now as you wanted it, less the problems with Bestfrights?

 

[Scottishdave]

Sounds like you've had some luck.

So is everything now as you wanted it, less the problems with Bestfrights?

Not yet, Consumer Affairs WA say "grey area" and Fair Trading NSW say by NSW law they would hold Bestflights to the original cost no matter if Bestflights are out of pocket, as my original 12:30 SFO-IAH on that day is still available for purchase on-line. They suspect the cost of the SFO-IAH codeshare to Bestflights increased after I booked the tickets and they wanted to push me onto a cheaper flight.

I've just been on the phone to Air NZ and although they were extremely helpful they said the seats are all UA and only Bestflights can negotiate with Agency Sales at Air NZ for reticketing.

Do you think Bestflights will do the right thing if I go back and tell them I got advice from the the NSW Dept of Fair Trading?

 

[SeatBackForward]

How did you guess Bestflights? You were spot on.

I'm sure that "rebooking" fees are a major source of revenue for them, probably their modus operandi..I cannot recommend them at all. Sorry to hear about your troubles. It took us almost 10months to get a refund due to death of a passenger. Something I would've thought would be pretty straightforward and not questionable, and they had no sensitivity in the matter at all. They actually emailed the deceased's email account asking them for credit card information.

It was 100% Bestflights fault too as all the airlines involved had clear policies and acted according to these.

 

[Danger]

Not yet, Consumer Affairs WA say "grey area" and Fair Trading NSW say by NSW law they would hold Bestflights to the original cost no matter if Bestflights are out of pocket, as my original 12:30 SFO-IAH on that day is still available for purchase on-line. They suspect the cost of the SFO-IAH codeshare to Bestflights increased after I booked the tickets and they wanted to push me onto a cheaper flight.

I've just been on the phone to Air NZ and although they were extremely helpful they said the seats are all UA and only Bestflights can negotiate with Agency Sales at Air NZ for reticketing.

Do you think Bestflights will do the right thing if I go back and tell them I got advice from the the NSW Dept of Fair Trading?

Give it a shot. If BF still doesn't budge, get NSW Fair Trading formally involved by filing a complaint with them.

 

[albatross710]

The transaction would be subject to the Terms and Conditions which were agreed at the time of the book. Looking at Bestflights the terms are here Terms & Conditions - Legal information from Best Flights

[h=3]PRICING[/h]

Prices on the Best Flights website, and in the online booking engine, are subject to availability and conditions may change without notice. Although every care has been taken the prices are not guaranteed until paid in full and documents have been issued. Unless otherwise stated prices shown are in Australian Dollars (AUD) and are fully inclusive of taxes, levies, government charges and other applicable fees.​

Possibly they are within their rights given that it says "

the prices are not guaranteed until paid in full and documents have been issued."​

In today's modern age of electronic tickets, possibly an email confirmation could be argued as documentation.

Later in the T&Cs they go themselves another explanation. Basically until an eticket is issued Bestflighst can change anything.

[h=3]TICKETING[/h]

For international and domestic departures e-tickets will be issued upon payment and completion of the booking process. In some instances Best Flights may not be able to issue an e-ticket on the flights and fare selected. Bookings that can not be issued as an e-ticket will have to be changed to comply with e-ticket regulations, a consultant from Best Flights will contact you to advise on alternative options. All other travel documentation, such as hotel, car hire, transfer and tour vouchers will be e-mailed to you as an e-document. Should the travel provider issue paper vouchers these will be posted to you no later than 14 days prior to departure​

.
​

 

[Cynicor]

While they state this, it may not actually be legal to offer up a quote as suggested above, and then rescind it while still having the same quote on the website.

Numerous companies have disclaimer and ask you to "waive your rights" as if that were legally possible. Just because they think say it doesn't make it legal or correct.

 

[albatross710]

While they state this, it may not actually be legal to offer up a quote as suggested above, and then rescind it while still having the same quote on the website.

Numerous companies have disclaimer and ask you to "waive your rights" as if that were legally possible. Just because they think say it doesn't make it legal or correct.

Agree, they still can't override the consumer rights of the Competition and Consumer Act. I guess they are clarifying at which point the binding contract is formed.

 

[Scottishdave]

I've just had a phone call from Bob, one of Bestflight's senior staff, who explained to me clearly what the technical problem was. Rather than me paraphrase what the detail of issue was I've asked him to email the information and I'll paste it here.

 

[Scottishdave]

I've just had a phone call from Bob, one of Bestflight's senior staff, who explained to me clearly what the technical problem was. Rather than me paraphrase what the detail of issue was I've asked him to email the information and I'll paste it here.

As promised here is the email from one of the senior managers at Bestflights

"Hi David

Thank you for your time earlier and for allowing me to explain the issues surrounding your reservation. As explained, due to some technical issues between the two airlines reservations systems
it wasn’t, and still isn’t, possible to book you on the earlier flight between San Francisco and Houston. There was certainly no intention of not honouring a fare advertised on our website. I’m glad that you now
have a better understanding and accept the explanation we have given. That said I concede that the issue could have been better explained initially and apologise for any inconvenience caused.
Thank you for your patience.
Kind Regards

 

[ozmille]

As promised here is the email from one of the senior managers at Bestflights

"Hi David

Thank you for your time earlier and for allowing me to explain the issues surrounding your reservation. As explained, due to some technical issues between the two airlines reservations systems
it wasn’t, and still isn’t, possible to book you on the earlier flight between San Francisco and Houston. There was certainly no intention of not honouring a fare advertised on our website. I’m glad that you now
have a better understanding and accept the explanation we have given. That said I concede that the issue could have been better explained initially and apologise for any inconvenience caused.
Thank you for your patience.
Kind Regards

Still doesn't give a lot of explanation does it...

 

[SeatBackForward]

As promised here is the email from one of the senior managers at Bestflights

"Hi David

Thank you for your time earlier and for allowing me to explain the issues surrounding your reservation. As explained, due to some technical issues between the two airlines reservations systems
it wasn’t, and still isn’t, possible to book you on the earlier flight between San Francisco and Houston. There was certainly no intention of not honouring a fare advertised on our website. I’m glad that you now
have a better understanding and accept the explanation we have given. That said I concede that the issue could have been better explained initially and apologise for any inconvenience caused.
Thank you for your patience.
Kind Regards

So you have a better understanding and accept the situation? thats the outcome?