BA Holidays Rant !

[GarryK]

We booked our next holiday for 30/6/2005 in April this year with BA Holidays and it includes internal flights from Edinburgh to Gatwick. At the time we booked we weren't given times for the Ed-GTW flight other than "early Thursday morning" so I confirmed with the shop assistant that, if we wanted to change to a flight on Wed 29/6 and stay overnight that would be OK. No trouble was the response.

Automatically booked on 8:25 am shuttle so I e-mailed BA Hols and asked if we could transfer subject to availability. E-mailed response was OK "subject to availability" (on 2 occasions).

Tried to switch this afternoon and now they want £25 to switch. Their position is that this is in the terms - mine's is that

1. Despite 3 specific questions about transfers this charge was never mentioned;
2. At the time of booking there were no flight times available so I couldn't decide whether the morning of 30/6 or the evening of 29/6 was most appropriate;
3. They're already getting the best part of £3,000 from me anyway !

Manager was as useless as a chocolate teapot. When I mentioned that as a customer service manager myself the waiving of the £25 was a "no-brainer" he looked quite glaikit (sorry, translates to vacant if you're not Scottish !).

He now "needs to speak" to the person that first dealt with the case in April. Flights for Wed 29/6 are on hold until he can do that.

OK. I fully accept it's only £25 but that also applies to BA ! And it would mean £25 less for my hotel budget at Gatwick.

Principled rant over. Thanks for listening.

Garry

 

[Miffy2003]

I would be pretty cross too Garry. As you say, although strictly it's in the t&c's they have not mentioned it to you in spite of direct questions.

Hope you get it sorted.

 

[kazzie]

Garry,

It is a matter of principle,isn't it?

I feel they are waaayy off the mark with this one

Being in customer severices yourself you know that for the sake of a paltry £25 you would not want to upset or lose a client.

Can you tell them you'll telephone ABTA,maybe they can arbitrate in a case like this?

Let us know how you get on?

 

[Pootle]

I understand your frustration at not being told by the travel agent that this charge was a possibility, but I don't think it is BA's fault.

I have BA flights booked for next May and was considering changing the return flight and there it is, clear as day on the web site, the £25 fee. I booked with BA over the phone and no-one mentioned to me there would be a charge - but I wasn't surprised by it.

Your gripe should be levelled squarely at your travel agent as you mentioned you might want to change flights. Just my opinion.

 

[angel659]

Hiya

We have had a similar prob. We wanted to change a booking and wasnt told there would be a charge, We came as my husband had to hand in a letter. While we there they mentioned there is an amendment fee. We basically said we are not paying it and dug our heels in. Eventuallly we asked to speak to the Travel Agent Manager and advised them what had happened and what was said. The Manager said they would not charge the amendment fee, but it will show on your invoice. I said what do you mean by that. She replied that Thomas Cook will pay that amendment fee and we will not charge you that we will take that loss for our mistake.

Try speaking to a manager and dig your hils in. Just say you the Travel Agent will pay for it not me! It worked for me.

Good luck,

Michelle

 

[GarryK]

Thanks for your replies and there's good news.

BA called this morning and told me that as the individual they wanted to speak to was off until December they would waive the £25 charge.

The girl who called then made it quite clear that any further amendments would incur a fee - clearly been primed to say that by her manager. I don't have a problem with that.

Not only was a result in terms of saving some money (although no doubt the girls will spend that next year - currently at 3 pairs of trainers each !!) it means the holiday can start a day earlier !!

Garry

 

[Scottish-Helen]

Glad you got it sorted

 

[kazzie]

I'm glad they decided to do that,it was the right decision

Good news