V-Flyer

Hope you don't mind a newbie post!

I'm pretty peeved at the moment. I'm not the richest person in the world but when booking my flight to Japan online last Wednesday I thought I'd treat myself to premium economy for some extra comfort. At just over 1200 quid, I was uncertain if I wanted to spend that money, but I went for it in the end.

Imagine my dismay to see on the website today that my flight is now available for a special offer fare about GBP350 cheaper. Unfortuately I'm not on a company credit card and this is a bit of a kick in the teeth for me.

My question for the gurus is, do you think there's any chance of getting the difference refunded or the original fare cancelled and rebooking?

I've looked at it from all angles and I'm fairly certain that technically I'm screwed. However, I think the following things are in my favour:

1) I bought the ticket in good faith, bearing in mind the price promise "You won't find the same Virgin Atlantic flight for less on any UK website". Unfortunately the small print indicates that this does not include virgin-atlantic.com itself.

2) I read the 'tips for getting the best fares' (http://www.virgin-atlantic.com/en/gb/fa ... retips.jsp) which clearly states 'Book early'. Thanks for that piece of advice, it cost me £350.

3) I made my booking on 22nd Dec. The special offer fares say they are priced as at 22nd Dec, the same date, yet they weren't available when I made my booking.

Basically I need to know if anyone has ever got any sympathy out of customer services, because I'm not saying this has been done on purpose, but I really do feel like I've been cheated out of what to me is a lot of money. There was no mention made of upcoming offers, no tip saying 'there are promotions/special offers starting tomorrow'. I can't help feeling that if I'd booked over the phone the operator would have told me.

Sorry for the long post, any input will be gratefully received.
cheers
Al

Hi Alimcpill, and welcome [y].

One key piece of information that will help with any answer is the "fare class". Other than PE, do you know if it was booked in K, S or W? (it should say somewhere on the confirmation).

That'll have a drastic effect on the answer/advice you get...

Hi, as Paul said welcome.

I have one additional question and one piece of advice...

What credit card did you book with, some cards out there have lowest price guarantees that might help.

The advice is that no matter what call customer services, of all companies I've worked for the policy for dealing with customers cought in the crack between promotions is to indulge them, they are already commited customers and they were just unlucky. Same if someone buys something just before a new list price or after an upgrade (Apple is a good example). The truth is that most customers won't be aware or won't bother, so the few that do can get indulged.

Been bitten by this a couple of times in my life, it always sucks but is hopefully solveable.

Cheers
sky

Whilst I have a good deal of sympathy here, I think you will be very lucky if VS give you anything back... unless (as Paul points out) you have booked in a class where it will be viable to cancel and re-book.

Being a little hard nosed, there are millions of people in a similar position to you, who have bought computers, DVDs, CDs, and books etc. etc. as Christmas presents. They now see these goods greatly reduced in January sales, only days after paying full price for them - but they can't get refunds.

Nick

Thanks very much for the quick response everyone.

Originally posted by Nottingham Nick
Being a little hard nosed, there are millions of people in a similar position to you, who have bought computers, DVDs, CDs, and books etc. etc. as Christmas presents. They now see these goods greatly reduced in January sales, only days after paying full price for them - but they can't get refunds.

I fully agree and that is one of the first things I thought, but the fact is that january sales are a fact of life in the shops. If you buy something in a shop pre-christmas you are fully aware that it's going to be cheaper afterwards. I just didn't know that airlines do the same thing, so maybe my naivety has cost me all this money. I still think it's slightly dishonest to let someone make such a mistake without making them aware of the impending reductions.

My ticket is code 'K', which pretty much makes me a condemned man I guess...

Originally posted by Nottingham Nick
Whilst I have a good deal of sympathy here, I think you will be very lucky if VS give you anything back... unless (as Paul points out) you have booked in a class where it will be viable to cancel and re-book.

Being a little hard nosed, there are millions of people in a similar position to you, who have bought computers, DVDs, CDs, and books etc. etc. as Christmas presents. They now see these goods greatly reduced in January sales, only days after paying full price for them - but they can't get refunds.

Nick

Lots of good shops will offer a 14 day money back guarantee, no questions asked. Others offer a store credit for non faulty goods.

Airlines offer a full, money back guarantee if you book a full price/fare ticket. Just like a lot of shops, if you buy discounted, then you loose a few options!

I know how it can feel when a better price comes out, its part of the gamble! Just remember, it could have gone up £350. If it did, we would not expect an airline to call up and ask for the extra cash!

Danno

Originally posted by Danno
its part of the gamble!

Since when was buying a flight ticket gambling?? However that's pretty much exactly what the dimwad at virgin just told me. (that's not to say that you're a dimwad by the way!)

i'm sure if you act quick there is actually some distance selling law you can invoke. I forget whether this covers you for 24 hrs or 7 days as a cooling down period. Maybe too late either way but well worth checking into. This has saved my bacon on many occasions, mainly with expedia who buggy booking engine has misbooked many trips for me in the past and why I refuse to use them now.

Paul

I believe you only have until your e-ticket has been generated to change you mind once a booking has been made.

Regards

Originally posted by alimcpill

Since when was buying a flight ticket gambling??

Erm.... All the time!!
Prices go up, prices go down. Sorry, but it's a fact of life.

Nick

Originally posted by Nottingham Nick
Whilst I have a good deal of sympathy here, I think you will be very lucky if VS give you anything back... unless (as Paul points out) you have booked in a class where it will be viable to cancel and re-book.

Being a little hard nosed, there are millions of people in a similar position to you, who have bought computers, DVDs, CDs, and books etc. etc. as Christmas presents. They now see these goods greatly reduced in January sales, only days after paying full price for them - but they can't get refunds.

Nick

I have to agree with Nick here, and I have a similar situation to alimcpill.

My SYD flights are now showing at about £500 less than I paid for them.

The view I take is that at the time I booked I was happy to pay the price I paid, and I paid it.

It's one of those things I guess, prices go up and down, offers come and go, and in this respect it can be a bit of a gamble if your aim is to get the cheapest ticket.

Hope you have a great trip.

Rich

Since when was buying a flight ticket gambling?? However that's pretty much exactly what the dimwad at virgin just told me. (that's not to say that you're a dimwad by the way!)

Another way I look at it... When I fill my car with Petrol / Gas. I paid the price then... 2 days later, its 5p a ltr more and I think woo hoo. Or, 2 days later its 5p a ltr less!

Danno

Originally posted by alimcpill
Thanks very much for the quick response everyone.

Originally posted by Nottingham Nick
Being a little hard nosed, there are millions of people in a similar position to you, who have bought computers, DVDs, CDs, and books etc. etc. as Christmas presents. They now see these goods greatly reduced in January sales, only days after paying full price for them - but they can't get refunds.

I fully agree and that is one of the first things I thought, but the fact is that january sales are a fact of life in the shops. If you buy something in a shop pre-christmas you are fully aware that it's going to be cheaper afterwards. I just didn't know that airlines do the same thing, so maybe my naivety has cost me all this money. I still think it's slightly dishonest to let someone make such a mistake without making them aware of the impending reductions.

My ticket is code 'K', which pretty much makes me a condemned man I guess...

Don't say anything until you talk to them. And if you get a no call back again and ask to speak to a supervisor, if you don't ask you never get.

If you don't get, accept the fact and still make sure the flight is as pleasurable as possible, if you do get it refunded then be very happy.

Cheers
sky

Originally posted by p17blo
i'm sure if you act quick there is actually some distance selling law you can invoke. I forget whether this covers you for 24 hrs or 7 days as a cooling down period.

It should be a 7 day cooling off period according to the UK Distance Selling Regulations, and having had a quick look, I can't see anything exempting airlines (or other travel services/tickets) from these requirements.

I suppose they may be able to try weasel out on some sort of technicality, but it's unlikely it would stick if you want to contest it.

I've not needed to try and get a refund (on a NON-REF fare) from an airline under the Distance Selling Regulations - most of mine I've been able to pull under the airline's own or EU pax rights - I wonder if anyone here has tried?

Cheers,
Mike

Originally posted by mike-smashing
It should be a 7 day cooling off period according to the UK Distance Selling Regulations, and having had a quick look, I can't see anything exempting airlines (or other travel services/tickets) from these requirements.

Actually Mike, there is. In that same article:

From Distance Selling Regulations
Contracts to which only part of these Regulations apply

6. - (1) Regulations 7 to 20 shall not apply to a contract which is a "timeshare agreement" within the meaning of the Timeshare Act 1992 and to which that Act applies.

(2) Regulations 7 to 19(1) shall not apply to -


(a) contracts for the supply of food, beverages or other goods intended for everyday consumption supplied to the consumer's residence or to his workplace by regular roundsmen; or

(b) contracts for the provision of accommodation, transport, catering or leisure services, where the supplier undertakes, when the contract is concluded, to provide these services on a specific date or within a specific period.

Originally posted by preiffer
accommodation

Ah, yeah, "accommodation" has two "m"s. The joys of being ever so slightly dyslexic.

(Why didn't I think of trying "transport" when I scanned through either? I tried "tickets" and "travel"!)

Still, I wonder if anyone has tried getting a refund under distance selling and succeeded?

Cheers,
Mike

As I said before I have sucessfully used it against Expedia. Essentially I booked 2 rooms and on-screeen everything was OK, when the confirmations came through the 2 rooms ran sequentially rather than at the same time. I phoned expedia and they gave me the £15 change fee guff. I told them about the distance selling rules and had a call back 5 minutes later froma supervisor who then cancelled both bookings off. I then re-booked said bookings direct with the hotel.

It is definately worth trying this one

Paul

Thanks again for all your input chaps.
I've calmed down now and realize it's just one of those things. I just wish it hadn't been such an expensive one!
As for the distance selling regulations, yes I had looked and seen the bit which explicitly states that they don't apply to travel tickets bought for set times and dates, so I figured they'd probably know that as well! It sounds like expedia actually mucked something up which may have been why they responded to you p17blo, whereas I am at fault here. I just feel like a chump and that's why I was so upset yesterday, but when I think of all the times I've spent £150+ on a night out and can't even remember it the next day, I guess I can live with it...

...roll on Tokyo!

Originally posted by alimcpill

...roll on Tokyo!

Have a great trip - don't forget the trip report:) ... and by the way - a belated welcome to V-Flyer.

Nick