Booking.com Outrageous Fare Change Cost

EvoQuattro on 23/01/2024 - 12:53

How was your experience with changing flight dates with Booking.com?

I have booked a flight from Perth to Auckland with AirNZ on Booking.com and want to change the date - Of course, it's fair to pay a fare difference. In this case, I have checked AirNZ and Booking.com themselves and the one way flight price is the same for both days, so there is no fare difference. Hence, AirNZ have told me they would just charge a $100 flat fee. They can't make the change as I booked through an agent (Booking.com) and I would have to call them.

I go to call Booking.com to change the flight, and they tell me the fare difference is $750 as the one way flight cost is $1550. I am told their "new booking" flight fare and "change booking" flight fare are two different things. Is this normal? Or was the operator I was talking to taking the piss? Essentially what that means is Booking.com allow you to change flight, but charge you double.

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Comments

  • boomramada on 23/01/2024 - 13:01
    +2

    Is this normal?

    Yes, depend on the type of ticket you bought, its within the terms and conditions. Try this

    https://www.airnewzealand.com.au/manage-bookings

    • EvoQuattro on 23/01/2024 - 13:15

      I am unable to manage my booking through AirNZ, as it says it was purchased through a 3rd party, so I have to go through them. The ticket allows for changes.

      • blitz on 23/01/2024 - 18:38

        The ticket allows for changes.

        At those change rates, I bet it does!

  • altomic on 23/01/2024 - 13:02
    +2

    yes.

    it's all part of the Terms and Conditions which you agreed to when you purchased the original tickets.

    that is, the contract you entered into with booking.com

    my experience with booking.com has been very satisfactory.

  • WoodYouLikeSomeCash on 23/01/2024 - 13:05
    -3

    Yes, you've paid for the flights for those dates. If through your failure to check you've picked the correct dates you have ended up with the wrong dates, the costs associated with your mistake will need to be paid to rectify the issue. Maybe next time you need to read the terms and conditions OP.

    • EvoQuattro on 23/01/2024 - 13:19
      -3

      I'm not sure you understand..

      Yes, I get there are fees. AirNZ charges a $100 flat fee. I understand that if there is a fare difference, I have to pay that difference.

      What I am annoyed about is Booking.com have the flight I want to change to listed for $750. Changing to that flight from my pre-existing flight, they bump the price up 2x to $1550. So it's the same price whether I cancel my existing and re-book a new flight, or ask them to change.

      Their T&C's just say: 2. There may be a fee for changing or cancelling your Flight.

      • tekisei on 23/01/2024 - 13:33
        +6

        An expensive lesson to learn first hand. Never book a flight with 3rd party, only with the airline itself. From the airline's perspective, you are not the billing customer so you have no rights in relations to fares and changes. Any changes/rescheduling goes through the 3rd party and they can charge whatever they like, and you are dependent on their customer service hours (often not 24hrs) and there's usually a delay as well as they then have to contact the airline on your behalf.

        • WoodYouLikeSomeCash on 23/01/2024 - 13:38
          -4

          An expensive lesson to learn first hand. Never book a flight with 3rd party, only with the airline itself.

          I don’t think you’re understanding the issue here. There is nothing wrong with Booking.com, this is not their mistake. This is OPs mistake not the 3rd party, OP should’ve read the terms. Furthermore, had OP have double checked the dates in the first place they would’ve saved the money through booking direct (cheaper flights) and had no issues.

          • EvoQuattro on 23/01/2024 - 13:41

            @WoodYouLikeSomeCash: Cheers mate, next time i'll look into the future and make sure a family member doesn't get sick.

            • WoodYouLikeSomeCash on 23/01/2024 - 13:42
              +4

              @EvoQuattro: Did you get travel insurance? Travel insurance will typically cover the cost of cancellation in an event like this.

              Your CC may also have complimentary travel insurance if you purchased the booking using it.

              • EvoQuattro on 23/01/2024 - 13:43

                @WoodYouLikeSomeCash: Booked through a CC so will have to look into it. Not a primary carer, so not sure if they will honour.

                • WoodYouLikeSomeCash on 23/01/2024 - 13:44

                  @EvoQuattro: Which credit card did you use? So in your situation a family member fell ill that you needed to care for or it was a person booked to fly with you who fell ill?

                • boomramada on 23/01/2024 - 15:19

                  @EvoQuattro: I had a similar thing years ago, got sick, and the trip was booked under AirNZ. I asked Airnz to cancel, they refind me like $300 for an $1100 ticket. I had CC insurance and insurance covered me the difference. No drama.

            • ihfree on 23/01/2024 - 13:42
              +1

              @EvoQuattro: Travel insurance?

          • trapper on 23/01/2024 - 14:32
            +1

            @WoodYouLikeSomeCash:

            I don’t think you’re understanding the issue here. There is nothing wrong with Booking.com, this is not their mistake.

            Well there is something wrong here though isn't there. They want an extra $650 fee on top of the airline charge to change his flight date.

            So that is certainly an expensive lesson to learn. Always book direct if you can.

        • Seraphin7 on 23/01/2024 - 17:59
          +2

          Never book a flight with 3rd party, only with the airline itself.

          Agreed. Despite certain "national carriers" being absolute A-holes, my experience is that booking directly with the airline makes life far easier when things start to go a cropper. Immeasurably more so when you initiate any changes.

      • WoodYouLikeSomeCash on 23/01/2024 - 13:39
        -1

        I’m not sure what you’re trying to say?

        Their T&C's just say: 2. There may be a fee for changing or cancelling your Flight.

        And that is exactly what is occurring in this predicament? As per the Ts and Cs the can charge a fee? You’ve already agreed to them.

        • EvoQuattro on 23/01/2024 - 13:40

          Yep, guess so. Ah well.

      • Garry044 on 23/01/2024 - 13:46

        @EvoQuattro - perhaps ask them to provide reference to their terms where it explains their 'Change Booking" fee policy and how it is calculated, providing evidence that the fare you are seeking to change to is being advertised for $750 (hence that is covered by what you've originally paid).

        A quick search on their online terms and conditions notes that a fee is payable for changes or cancellations to flights - but doesn't say what it is or how it is calculated. The only way you'll get certainty is to ask for additional explanation and context.

        • WoodYouLikeSomeCash on 23/01/2024 - 13:48

          Based on the terms agreed upon and the specific wording used, they can choose whatever fee they would like regardless of what the other advertised flight cost is.

          They could justify it as an ‘admin fee’ etc.

          • Garry044 on 23/01/2024 - 13:53

            @WoodYouLikeSomeCash: Agreed… contractually the OP hasn't got a leg to stand on. However, where the website is exploiting those terms to charge more than double the face value of a new ticket (or more than 15 times the value of a change fee from the airline) without reasonable justification, there's a chance the OP could seek support from Consumer Affairs or the ACCC under the Competition & Consumer Act to try and reach an amicable settlement out of goodwill.

            It's a long shot, and relies on the OP being willing to be a thorn in the side of Booking.com as well as double-check every element of the case… but it may have a chance to work.

            Of course, if Booking.com stick to the $1550 fee, the pragmatic and practical option is just buy a new ticket through Air NZ and write of the $750 as a lesson learned. You save $810 and a few weeks/months of grief… (but that's not what this forum's about!)

            • EvoQuattro on 23/01/2024 - 13:58

              @Garry044: At the end of the day it's whatever, never going to use them again. This post was more to rant and vent after getting off the phone with them.

        • EvoQuattro on 23/01/2024 - 13:51

          The operator didn't even call it a fee. He said AirNZ change fee is $100 and your new flight ticket cost is $1450, so the fare difference is $650. Therefore your total cost to change is $750.

          I told him they have the flight advertised one-way for $750, how is my fare difference basically the same? And his response was the fare to change and the fare when booking a new ticket are different prices. I think that's the part that's triggering me.. hah

          • Thrawn on 23/01/2024 - 14:27

            @EvoQuattro: It's pretty likely the new $1450 new fare amount is generated from Air NZ booking system, so you'd be up the same cost even if you booked directly with them.

            From AirNZ Value Fare conditions:

            "USD $100 change fee per adult and child applies. Infant fares can be changed free of charge. Additional payment may also be required if the original fare is not available or applicable."

            Airlines usually do ticketing on a fare basis code. Eg, you purchased original fare for $800 for say Economy fare basis F. Months later, there's another sale on for $800, but the fare basis is now E. The fare basis F ticket is no longer on sale and back to $1450 (which you won't be able to see on the public website). So you have to pay extra $650 to make ticket change.

            Because of how opaque the fare basis system works, from the perspective of the public it's more like a lottery

            • EvoQuattro on 23/01/2024 - 14:32

              @Thrawn: I called AirNZ and they said there is no fare difference for the dates I chose, so I would have just been up for the $100 change fee.

              I've accepted it - just Booking.com doing 3rd party shenanigans.

          • Webber000 on 24/01/2024 - 17:02

            @EvoQuattro:

            the fare to change and the fare when booking a new ticket are different prices

            Yep - heard that before. Think it was on here a year or so ago. But yes 3rd party sites do make up rubbish like that and will claim that they have secret prices for rebooking/changing fares that are different to the "new ticket" prices.

        • tekisei on 23/01/2024 - 13:52

          Charging different amounts for the same product if its change or a new fare certainly does sound deceptive. I agree that you should ask for the new price to be itemised. If the change fee is listed as $800 well then you don't really have a leg to stand on, but if its less than that then you might have a path to ACCC them.

          • WoodYouLikeSomeCash on 23/01/2024 - 14:09

            @tekisei: Regardless of what we speculate about the validity of the Ts and Cs, the reality is the ACCC will not move fast enough to step on before OPs flight date is missed. OPs best bet is to check their credit card travel insurance policy.

            • tekisei on 23/01/2024 - 14:12

              @WoodYouLikeSomeCash: Well yeah of course. OP can at most threaten them with ACCC, sometimes it works with businesses.

  • soan papdi on 23/01/2024 - 13:26
    +5

    How was your experience with changing flight dates with Booking.com?

    Use those websites to find a good fare and then I book directly with the airline. All those cheap flight websites are dodgy when changes need to be done.

  • bobbified on 23/01/2024 - 13:28

    Yes.. hence the reason it's always better to book directly with the airline themselves (even if it's a little more expensive) than to book through a third party. By doing what you did, booking.com becomes the middle man, so if you want them to do something like change the ticket, they have to get a cut too. (AirNZ pays booking.com a commission to handle everything to do with your ticket, so AirNZ don't want to have anything to do with you directly anymore).

  • netjock on 23/01/2024 - 13:49

    Booking sites are ridiculous. Customer service is just another sales channel.

  • carlJack on 23/01/2024 - 13:49

    Is it cheaper to cancel and book again?

    • EvoQuattro on 23/01/2024 - 13:54

      It's actually cheaper to not show up to my flight than to cancel. I've been using 3rd party sites my whole life.. I guess I've been lucky that I've never had to change anything. I knew they would charge high fees, but I never realised they were this illogical.

      • Garry044 on 23/01/2024 - 14:02

        Sadly, third-party/low-cost anything all work on a similar principle. Win you in with the low-cost headlines and wait for something to go wrong. That's when they make their coin to offset the discounts.

        • EvoQuattro on 23/01/2024 - 14:07

          Yep, and I get sucked in every time. Considering most of the flight deals on this website are through 3rd party, I'd expect majority of people do.

          Everyone except the people in this thread apparently

          • Garry044 on 23/01/2024 - 14:08
            +2

            @EvoQuattro: Lol… we all gamble at various points. Anyone that doesn't, isn't hanging out on a bargains website!!

          • soan papdi on 24/01/2024 - 09:43

            @EvoQuattro:

            Everyone except the people in this thread apparently

            I had a similar experience long back, hence my comment.

      • QualGOTl on 24/01/2024 - 11:11

        Sounds like you have had a very lucky run over the years! All good things come to an end.

        I got caught once and have never used a 3rd party since - just too many risks - not just for instances like this, but for any flight issues like cancellations, getting bumped etc. 3rd party sites a) Don't want to help you, and b) Are the lowest priority for the airline to sort out. It's worth a few hundred buck just for the peace of mind.

  • JimmyF on 23/01/2024 - 14:19
    +2

    Booking.com Outrageous Fare Change Cost

    This is why you always book direct……..

    How much did you save by going with booking.com?

    and they tell me the fare difference is $750

    Looks like you might as well travel on the original booking dates.

  • Wiadro on 23/01/2024 - 14:51

    disaster

  • star-ggg on 23/01/2024 - 15:30

    Sounds very deceptive. I would screenshot the fare you get off the new booking and raise a formal complaint with Booking.com. If no headway then raise with ACCC.

  • MrThing on 23/01/2024 - 15:49

    booking with a travel agent either in person or online……..ymmv

    always book direct because life isn't straight forward sometimes

  • djsweet on 23/01/2024 - 22:08

    Good lesson to book direct even at a higher price. After Covid shenanigans by travel agents I have learned my lesson.

  • kiitos on 24/01/2024 - 08:09
    -1

    Out of curiosity, would this situation have occurred if OP had booked through eg Flight Centre?

    We tend to book big international flights through a travel agent like Flight Centre as we do it infrequently and so are worried we'll stuff something up. Haven't had to make changes, but if we did, would we have to go through flight Centre too?

    • EvoQuattro on 24/01/2024 - 09:24

      I assume it would be the same for every airline but AirNZ simply said they are not allowed to touch the booking as it was made through a 3rd party.

      Whether Flight Centre charge silly amounts when you try and change thimgs, im not sure.

  • tabitha731 on 24/01/2024 - 09:13

    yes this is normal & outrageous.. thats why i cancelled my booking & never used booking.com or webjet.com ever again! I have more flexibility when i book directly thru the airline website

  • TilacVIP on 24/01/2024 - 12:52

    This BS should be stamped out by the ACCC or Fair Trading, if they have a set?

    Nothing but a rort designed to fleece you as much as they see fit.

    Friggin grubs

  • GOCAT9 on 24/01/2024 - 18:15
    +1

    When you book with an airline you are agreeing to ONE layer of T&Cs.
    When you book with a travel agent you are subjecting yourself to TWO layers of T&Cs (airline plus travel agent).

    So you are exposing yourself to two levels of charges (more often than not!) if you make any changes.

    TAKE HOME MESSAGE: ONLY BOOK DIRECT WITH THE AIRLINE WHEREVER POSSIBLE (even it is slightly more expensive - think of it as insurance against extra agent fees).

    Just my 7 decades of experience speaking! :-)

    • EvoQuattro on 24/01/2024 - 18:29

      I guess its not the fee that im surprised/annoyed about. If their T&C's stated there was a $1000 change fee, then so be it. Its the fact they have clearly told me there are two different prices for the same flight, depending if im booking a new flight, or changing from an existing.

      Imagine if a large retailer said they have a 30day change of mind policy for clothing, but if you want to exchange, the price of the exchange item is double.

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