problem booking with Best flights

[lombard18]

Hi everyone.
This is my first post.

Back in May 2008, I booked 3 air/land packages to the USA.
I was given, in writing, a list of their cancellation fees.
Problem is, when I ended up having to cancel [for a good reason, because my daughter had a baby], they turned around and told me that the ticket was now nonrefundable, as per the 'updated' terms and conditions, dated November 2008.

Logic alone rules that this is unethical and illegal, but no matter what I say, they stick to their policy [and admission] of adhering to the new fees..

Has anyone had a similar experience with Best Flights?
My problem with them is not only what they jhave done, but also their total lack of interest in any resolution.

Cheers

 

[clifford]

I haven't had a problem with them, because I have never booked with them, as I have always felt they were a bit shonky.

You have my commiserations and hopefully you will get some justice (you may have to take them to the small claims court).

 

[Travel Guru]

If you've been given a list of cancellation penalties at the time of booking, that is what should be imposed when you cancel.

Cancellation fees NEVER change on a flight booking after it's been ticketed, it's always based on the fare when you ticketed it.

If they're now suggesting it's non-refundable, I would suggest they've done one of two things, either:
1. They've accidentaly given you the incorrect cancellation schedule when booking or/

2. They've sourced a cheaper fare after you've paid in full which has more restrictive cancellation conditions.

Under both of those circumstances, it's their problem, they need to wear it, and I would 100% expect they should do so.


I would immediately put something in writing, CC a copy to the department of fair trading in WA (assuming Best Flights is still WA based) and it's probably also worth giving AFTA a call and asking for some advice on where to turn.

Depending on how confident you are with the documentation provided, it might be worth giving Today Tonight a call/email and see if they're interested in picking up the story.

I definately wouldn't give it up without a fight, but i'd also make sure I did my darndest to provide them with double the value of your booking in negative press.

Good luck, if you need any more advice, feel free to ask.

TG

 

[straitman]

lombard18,

I have in the past threatened several service providers with a posting on the Not Good Enough - Australia's Customer Complaints Website :: Home web site. I've never actually needed to do so because they seem to fear the negative publicity that can be produced.

I've just looked on the site and can't find any recent complaints about them which may make them reluctant to be steered in that direction.

Keep fighting :!:

 

[Mal]

I used to hear good stories about Bestflights, but have heard plenty of negative feedback recently.

I've even gone to the extent of keeping friends away from them - some who have previously (ie 1-2 years ago) booked without incident.

 

[lombard18]

I haven't had a problem with them, because I have never booked with them, as I have always felt they were a bit shonky.

You have my commiserations and hopefully you will get some justice (you may have to take them to the small claims court).

thank you for your empathy - I have set the ball in motion to take them to the small claims court.
But....logic alone dictates that i shouldn't have to go that far.
Thanks again

 

[lombard18]

If you've been given a list of cancellation penalties at the time of booking, that is what should be imposed when you cancel.

Cancellation fees NEVER change on a flight booking after it's been ticketed, it's always based on the fare when you ticketed it.

If they're now suggesting it's non-refundable, I would suggest they've done one of two things, either:
1. They've accidentaly given you the incorrect cancellation schedule when booking or/

2. They've sourced a cheaper fare after you've paid in full which has more restrictive cancellation conditions.

Under both of those circumstances, it's their problem, they need to wear it, and I would 100% expect they should do so.


I would immediately put something in writing, CC a copy to the department of fair trading in WA (assuming Best Flights is still WA based) and it's probably also worth giving AFTA a call and asking for some advice on where to turn.

Depending on how confident you are with the documentation provided, it might be worth giving Today Tonight a call/email and see if they're interested in picking up the story.

I definately wouldn't give it up without a fight, but i'd also make sure I did my darndest to provide them with double the value of your booking in negative press.

Good luck, if you need any more advice, feel free to ask.

TG

Dear TG,

Thank you for taking the time to write me a comprehensive reply.

We are on the same wavelength, as I already have done exactly as you have recommended.
AFTA are useless - they spoke to the supervisor at best flights, and emailed, but came up against a brick wall, as BF simply asserted that they would be standing by their 'updated' terms and conditions.
AFTA told me that they are not a regulatory body, so they can't enforce anything.
I told them they publicize on their website how important it is to choose an AFTA travel agent, as agents affiliated with AFTA are bound to comply with AFTA's code of ethics.....what a joke! I told the girl at AFTA that if they had any credibility at all, they should contact BF and threated them with suspension or expulsion.
I have lodged a complaint with WA consumer affairs and I ahve forwarded to them all the details and a mountain of emails.
They agree with me 100% - the written evidence is unrefutable - but they again have come back and said that the reply from BF is unchanged, so they have now referred me to take action in the Magistrates court [more money].
Yes, I emailed Today Tonight, but I have had no reply.
TG - I believe BF were probably given the wrong information from their wholesaler, but as I have asserted to them -thats not my problem! its up to them to take up with the wholesaler. i have had no dealings with the wholesaler. I have no access to the wholesaler. It is BF who have given me IN WRITING [only after I asked them] the cancellation costs etc, which they did, back in May 2008, THEN, when I cancelled in November 2008, they emailed me 'updated' cancellation fees.
This whole thing is ridiculous, because, as it is, the cancellation fee, as originally quoted was $1050 for a $1399 fare....so they are obviously prepared to give themselves a bad name with AFTA, WA consumer affairs, and the public, all for $349......in the scheme of things, with a large agency, how dumb is this!
Thank you again TG.
If you have any further ideas, I'm listening.
Regards

 

[laffer]

I used to be a fan of theirs when I was in Syd. But I turned away from them for their lack of transparency on their website about the taxes and charges payable on flights. The headline ads looked good but never included taxes.

Last time I booked online from Sydney was with Jetabroad. Fuss free.

Dear TG,

Thank you for taking the time to write me a comprehensive reply.

We are on the same wavelength, as I already have done exactly as you have recommended.
AFTA are useless - they spoke to the supervisor at best flights, and emailed, but came up against a brick wall, as BF simply asserted that they would be standing by their 'updated' terms and conditions.
AFTA told me that they are not a regulatory body, so they can't enforce anything.
I told them they publicize on their website how important it is to choose an AFTA travel agent, as agents affiliated with AFTA are bound to comply with AFTA's code of ethics.....what a joke! I told the girl at AFTA that if they had any credibility at all, they should contact BF and threated them with suspension or expulsion.
I have lodged a complaint with WA consumer affairs and I ahve forwarded to them all the details and a mountain of emails.
They agree with me 100% - the written evidence is unrefutable - but they again have come back and said that the reply from BF is unchanged, so they have now referred me to take action in the Magistrates court [more money].
Yes, I emailed Today Tonight, but I have had no reply.
TG - I believe BF were probably given the wrong information from their wholesaler, but as I have asserted to them -thats not my problem! its up to them to take up with the wholesaler. i have had no dealings with the wholesaler. I have no access to the wholesaler. It is BF who have given me IN WRITING [only after I asked them] the cancellation costs etc, which they did, back in May 2008, THEN, when I cancelled in November 2008, they emailed me 'updated' cancellation fees.
This whole thing is ridiculous, because, as it is, the cancellation fee, as originally quoted was $1050 for a $1399 fare....so they are obviously prepared to give themselves a bad name with AFTA, WA consumer affairs, and the public, all for $349......in the scheme of things, with a large agency, how dumb is this!
Thank you again TG.
If you have any further ideas, I'm listening.
Regards

 

[MelUser]

I have once used bestflights (a few years ago) and the impression I got was that they would really make me pay if I dared to try and change or cancel anything.

Thank fully I didn't need to change anything!

Recently, I have asked them questions about fares and found the answers to be wrong in some instances - eg about what airlines that fare can be used with etc!

When I asked about cancellation fees on a particular fare they said that this wouldn't be known unless and until I tried to cancel. I said that this wasn't good enough and refused to book with them.

 

[lombard18]

I have once used bestflights (a few years ago) and the impression I got was that they would really make me pay if I dared to try and change or cancel anything.

Thank fully I didn't need to change anything!

Recently, I have asked them questions about fares and found the answers to be wrong in some instances - eg about what airlines that fare can be used with etc!

When I asked about cancellation fees on a particular fare they said that this wouldn't be known unless and until I tried to cancel. I said that this wasn't good enough and refused to book with them.

Thanks Meluser,
You're right.
It was only after I paid my deposit that I realised that I had not received ANY terms and conditions, as you get when other travel agents.
So, before I paid the balance, I asked the agent for the T+c's - she said SHE DIDN'T KNOW and would have to ask the wholesaler.
A day or so later, she emailed me the T+C's, and then I paid the balance.
It was a total ripoff from the start - $385 if you wanted to change the DATE - so for coming back 4 days earlier, we had to pay $385 - totally unjustified for an eticket, where its simply a matter of hitting a few keys.
Then when we had to cancel, and according to THEIR T+c's it still would have been AN ADDITIONAL $1050 - the ticket they NOW said is nonrefundable at all....the numbers just don't addup
Ripoff Ripoff Ripoff

 

[Travel Guru]

Thanks Meluser,
You're right.
It was only after I paid my deposit that I realised that I had not received ANY terms and conditions, as you get when other travel agents.
So, before I paid the balance, I asked the agent for the T+c's - she said SHE DIDN'T KNOW and would have to ask the wholesaler.
A day or so later, she emailed me the T+C's, and then I paid the balance.
It was a total ripoff from the start - $385 if you wanted to change the DATE - so for coming back 4 days earlier, we had to pay $385 - totally unjustified for an eticket, where its simply a matter of hitting a few keys.
Then when we had to cancel, and according to THEIR T+c's it still would have been AN ADDITIONAL $1050 - the ticket they NOW said is nonrefundable at all....the numbers just don't addup
Ripoff Ripoff Ripoff

I dare say change fees etc are how they make up the shortfall from their heavily discounted fares.

It doesn't surprise me that their staff are inexperienced and lacking the basic knowledge on airfare routings etc, with the markups they're charging, they couldn't be paying them more than 35k a yr so probably have a high turnover of staff similar to FC.

TG

 

[Dave Noble]

I can understand your frustration, but on the positive side, given that you have a copy of the company's T&Cs that applied at the time of payment, that I doubt that you will have any problems at all when you attend court to claim it.

Dave

 

[lombard18]

I dare say change fees etc are how they make up the shortfall from their heavily discounted fares.

It doesn't surprise me that their staff are inexperienced and lacking the basic knowledge on airfare routings etc, with the markups they're charging, they couldn't be paying them more than 35k a yr so probably have a high turnover of staff similar to FC.

TG

thanks for your support TG

 

[lombard18]

I can understand your frustration, but on the positive side, given that you have a copy of the company's T&Cs that applied at the time of payment, that I doubt that you will have any problems at all when you attend court to claim it.

Dave

thank you for your comment dave.
but why should I have to go to all that trouble in the first place.
The other problem is that they are in WA and I am in Vic.
I have spoken to the WA consumer affairs and they have recommended that I pursue it through the Magistrates Court and I can give evidence through a phone linkage. The other advantage of going through the Court is that this way it is on their record forever

 

[philflyer]

Best Flights is a great site to use to find deals across many airlines. But I would never use them again. A couple of years ago I booked a Finnair round the world deal. When I called Best Flights later to make a change they were adamant that no changes could be made. So I tried Finnair and they happily made changes for me... for free too!

Best Flights seem to put these general terms against all their deals. My advice is to not book through them. Use their site to find deals... but don't book with them.

 

[lombard18]

Best Flights is a great site to use to find deals across many airlines. But I would never use them again. A couple of years ago I booked a Finnair round the world deal. When I called Best Flights later to make a change they were adamant that no changes could be made. So I tried Finnair and they happily made changes for me... for free too!

Best Flights seem to put these general terms against all their deals. My advice is to not book through them. Use their site to find deals... but don't book with them.

Thanks Phil,
NOW I know

 

[fatlegend]

Hey guys,

I am having issues with them too and reading all the previous messages has made me post this. I booked 2 return flight and landfare packages earlier this year and was overcharged - my invoice and credit card statement clearly have 2 different amounts. Instead of being refunded, they overcharged me on the balance payment as well!!!!!!!

I have been chasing them every couple of weeks for the last 3 - 4 months (both via email and phone) only to be told they are still looking into it! I have asked to speak to a supervisor many times but they refuse to put me through until I either a) give them my name or b) give them my consultants name. If I don't give either, we argue back and forth about why I can't be transferred until one of us hangs up, or if I give my details they just transfer me to the consultant who overcharged me in the first place and isn't doing anything about it!

I am in the process of collating all the paperwork to send to fair trading in WA. Because I am in NSW, a lot of my dealings with them was via email - where the consultant has specified what she was going to charge me and admitting to overcharging me. I'm hoping this works in my favour.

 

[lombard18]

Hey guys,

I am having issues with them too and reading all the previous messages has made me post this. I booked 2 return flight and landfare packages earlier this year and was overcharged - my invoice and credit card statement clearly have 2 different amounts. Instead of being refunded, they overcharged me on the balance payment as well!!!!!!!

I have been chasing them every couple of weeks for the last 3 - 4 months (both via email and phone) only to be told they are still looking into it! I have asked to speak to a supervisor many times but they refuse to put me through until I either a) give them my name or b) give them my consultants name. If I don't give either, we argue back and forth about why I can't be transferred until one of us hangs up, or if I give my details they just transfer me to the consultant who overcharged me in the first place and isn't doing anything about it!

I am in the process of collating all the paperwork to send to fair trading in WA. Because I am in NSW, a lot of my dealings with them was via email - where the consultant has specified what she was going to charge me and admitting to overcharging me. I'm hoping this works in my favour.

Hi fat [or do you prefer legend?]

Well, well, well.
so we've both been scammed by the same mob!!
-in fact, before I canceled, they even sent me an eticket for the wrong date!! [return leg from USA leaving LA the day BEFORE leaving Miami]...makes me sort of glad i didn't travel with them; who knows where I would have got stuck, and with such a reputation of zero customer service from their middle-management, I could be up the creek without the proverbial paddle...
As i have mentioned, it is now going to be necessary for me to go to court,
but I would suggest still going through the WA consumer Affairs people, because I have been advised they are compiling a profile on these people.
The person you should speak with is Norma Coates, Department of Consumer Protection 08 9282.0636

 

[fatlegend]

fat, legend or fatlegend - I don't mind which one!

Thanks for the contact details, will let you know how I go.

 

[Travel Guru]

I guess it's a good example of buyer beware and how saving $100 up front might just cost you alot more in the long run.

TG