Any Recourse for Flight Centre Booking?

tunzafun001 on 24/03/2024 - 23:42
Last edited 25/03/2024 - 02:54 by 1 other user

Think my parents are stuffed here, but have to ask. I'll give the scenario, and what I found on Google flights/ Kayak.

They found a $900 cheap Alaskan cruise, and wanted a flight around the 8th May to Vancouver (date flexible as the cruise is 8 days later and they will do some RV scenery driving). Then a cruise/ rail to Fairbanks. Then a flight to Yellowstone national park, then back home.

They were given (per passenger) a One way to Vancouver for $2300 each plus $200 seat selection (7th or 9th was $1129, even a return was only $1200 on the 8th). Yep.. return is almost half the price.

Flight Centre said Fairbanks only has flights to Seattle or Denver. Denver is 10hr+ drive from Yellowstone national park. I found multiple flights per day to Bozeman, Jackson Hole, Yellowstone West, Rapid City etc for half their Denver flight and just 75km away… But she "showed them on her computer" that there was nowhere else to drive to…so believed it had to be Denver.

Then they need to drive 10hrs back to Denver (they are friggin almost 80) for another $1500 flight one way back home +$200 again for seats!

Now my old man was told he can change them at any time, and believed they were economy flexi fares. Paid for them up front.

Now wants to make a change as he has some medical appointments (cancer… hence the trip). But none of the flights are flexi fares. Also, the lady booked them in for 14 days around Yellowstone. 6 days would have been sufficient..maybe 2 more for the Denver leg. They have looked at accomodation, and it's about $1000 a day around Yellowstone (June 4). So $14000, and they spent so much on flights, they basically don't have it. So now thinking of cancelling the lot. Which is $500 per flight leg per person+ the cruise value + flight Centre charges. So $5000 ish.

Basically they lied to them re itinerary options , not even looked for cheaper dates and locked em in..but told them it's flexible.

Again, they have paid (and on a debit card).

They are now thinking of not going..which where they are at in life right now health wise and financially is heart breaking. Feel like I need to do something, but not sure there is anything I can do?

I would normally book these trips, but they didn't want to take any time away from their Granddaughter and her Dad. So annoyed with Flightcentre. Such an easy itinery..and they just fleeced them for the biggest cost possible.

I suggested emailing the airlines. They have no obligation to make a change..but hopefully they realise a one way economy for $2500 per person is rediculous and might make changes out of Goodwill.

Cheers all

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Comments

  • sumyungguy on 25/03/2024 - 00:18
    -2

    Purchase travel insurance with cover for unexpected event = health of relevant person gets worse and doctor recommends admission to hospital for non-elective treatment.

    • El cheepo on 25/03/2024 - 00:56
      +3

      Might need to purchase a Time Machine too for that to work.

      • sumyungguy on 25/03/2024 - 01:09

        … but they're not leaving until May

        • El cheepo on 25/03/2024 - 01:39
          +3

          Almost all policies for travel insurance will exclude pre existing conditions and at their age it’s unlikely any would cover them for those conditions.

          Its an unfortunate situation for the OPs family.

          • sumyungguy on 25/03/2024 - 02:07

            @El cheepo: I looked up a random PDS but misread the wording. However I was working on the assumption that a pre-existing condition can be approved by the insurer, so cancellation cover may then apply? It's a long shot anyway because comprehensive cover for travellers 70+ is somewhat unaffordable. Medical-only cover is attainable but I expect it won't cover cancelling before you leave.

    • jv on 25/03/2024 - 09:40
      +2

      pre-existing conditions aren't covered.

      • sumyungguy on 25/03/2024 - 09:46

        Most insurers advertise they will consider all pre-existing conditions. Some conditions are commonly covered, others can be covered with an additional premium and some are listed as commonly excluded.

        • jv on 25/03/2024 - 09:58

          Most insurers advertise they will consider all pre-existing conditions.

          Can you name one that will allow for cancer treatments?

            • jv on 25/03/2024 - 11:32

              @sumyungguy: Did you read the PDS for that policy?

              • sumyungguy on 25/03/2024 - 13:19

                @jv: Which bits didn't you like? I'm not saying it's applicable for OP's dilemma, but it demonstrates that pre-existing conditions, including cancer may be considered. There's no blanket exclusion for all pre-existing medical conditions as commonly believed. I'm also not representing that it's especially affordable either.

  • holdenmg on 25/03/2024 - 02:10

    Were they offered Travel Insurance by Flight Centre?

    I find it hard to reconcile they were told they were flex-fares and it turns out they weren't.

    It seems a stated fundamental requirement has been ignored or overruled.

  • Suzique on 25/03/2024 - 07:34
    +2

    I hate travel agents for this reason.
    Try posting or searching on the Choice Community
    https://choice.community/

    You might find some ideas listed there from a legal consumer viewpoint. The Forum is free to join.

  • Dollar General on 25/03/2024 - 07:52
    +3

    We are only hearing your side of the events so hard to determine what discussions actually took place

    Flight Centre should have a dispute process. I suggest going down this path first

    • tunzafun001 on 25/03/2024 - 11:23

      For sure. I'm in the same boat, with no direct involvement with the booking.
      All I factually know is the flights weren't flexi fights, and the choices showed either poor ability or no care. But yeah, need to start at the dispute level.

      Have seen the one way prices have already dropped by $500 each. So they should at least get $50 back (maybe …t&Cs say "up to" $50 each if prices drop).

      • JimmyF on 25/03/2024 - 12:34

        Have seen the one way prices have already dropped by $500 each

        So maybe the flight prices hadn't been that bad when booked?

        You're looking at prices after the fact. They might have been the cheapest at the time!

        • tunzafun001 on 25/03/2024 - 13:37

          They were $200 more than airline direct, and are now $700 worse. So price match should apply.

  • stickingly on 25/03/2024 - 08:32
    +1

    I think you have little chance to change them though the agent that booked them. It is expected that one would check all the details before paying.

    I think your best bet would be to escalate as high as you can in Flight Center and play the "trusting elderly person with cancer trying to book their dream trip taken advantage of by unscrupulous sales person" card. This is just the type of story that gets onto the front page of new.com.au and I am sure they wouldn't want that to happen. But you need to make sure you have your story 100%.

  • JimmyF on 25/03/2024 - 09:13
    +1

    Any Recourse for Flight Centre Booking?

    While it does sound like a (profanity) of events indeed, putting price aside, generally these places are just booking what the customer asks for. So maybe they got what they asked for at the time.

    Also confused, you said they had been going to do RV scenery driving to fill in the time, but then complain about a 10 hour drive that could be split over 2 or 3 days if needed.

    I suggested emailing the airlines. They have no obligation to make a change..but hopefully they realise a one way economy for $2500 per person is rediculous and might make changes out of Goodwill.

    You can try, but as they are booked via a 3rd party, the airline will direct you to them for all changes.

    Airlines are well know for charging ridiculous prices so they won't see your price paid as an issue.

    They were given (per passenger) a One way to Vancouver for $2300 each plus $200 seat selection (7th or 9th was $1129, even a return was only $1200 on the 8th). Yep.. return is almost half the price.

    Same airline though? Same class?

    They are now thinking of not going..which where they are at in life right now health wise and financially is heart breaking. Feel like I need to do something, but not sure there is anything I can do?

    Gather all the details your folks have gotten, head down to flight center and have a chat with them.

    See what adjustments you can make to make it all work.

    • tunzafun001 on 25/03/2024 - 11:18

      2 separate RV trips. First one in Canada (giving flight flexibility), other one in the US.

      As for airlines..all separate airlines. The most expensive options by quite a bit of you do a +- 2 day search of their dates. Made no sense to me. But I now know it was the agents last day, and is now on their own holiday. So I guess just slapped it through.

      • JimmyF on 25/03/2024 - 12:06

        The most expensive options by quite a bit of you do a +- 2 day search of their dates. Made no sense to me. But I now know it was the agents last day, and is now on their own holiday. So I guess just slapped it through.

        Its hard to say, if your parents said they want to fly on the 8th, then they'll give them a price for the 8th. If they said ok to that price, then the agent won't bother looking anymore or give other options even if its cheaper. Give the customer what they want.

        As I said above, me or you hadn't been there. Only your parents. So who knows what was said.

        Gather what you have, head in and have a chat with someone about options.

  • Drakesy on 25/03/2024 - 13:56

    Yeah, well they have to pay for their booking agent's junkets somehow.

  • ihbh on 25/03/2024 - 15:54

    Your dad's situation is unfortunate, however, some parts of what you have described don't make sense.

    the lady booked them in for 14 days around Yellowstone. 6 days would have been sufficient..maybe 2 more for the Denver leg

    How many days did your parents ask for around Yellowstone? Either the lady is deaf or your parents are very inexperienced travellers. Who doesn't check the itinerary booked? Are your parents not native speakers? Why didn't you have a quick squiz for your parents?

    I found multiple flights per day to Bozeman

    If you knew your parents didn't bother looking at the itinerary Flight Centre booked for them, why didn't you make the effort to do all this digging in advance?

    What do you expect from Flight Centre, to optimise cost, experience, and do the admin or just do the admin as directed/confirmed by your parents?

    • tunzafun001 on 25/03/2024 - 22:22

      They booked this in a rush. Never seen them do this ever before. I think the big C being a factor. So I evaluated what I assumed was their "itinerary quote". Suggested a few changes, ie fly out a day before (save $2000), book an RV for an extra day (actually cheaper with more days), the Fairbanks flight is at 11:45 at night, so searched the next day. Found a 12:05am for half the price. Sounds like another day later, but really it's only 20mins later. None of my searches pointed to Denver.

      I simply used a multi destination, + - 3 day search on Kayak with 1 or fewer stops. Ie. MEL / SYD / ADL to YVR/ YYC + - 3 8/3/24. Same again for Fairbanks out. That's it! Gives flights 60% cheaper with 4 less hours flight time. I would expect a travel agent to do at least that.

      But now know it wasn't just a quote.

  • lainey13 on 25/03/2024 - 21:00

    Did your parents not get a quote before they were charged? Surely they viewed some sort of documentation before they actually paid.. in which case they did kinda agree to the itinerary…

    • tunzafun001 on 25/03/2024 - 22:12

      He showed me the "itinerary quote".. which I saw is actually labelled as an "invoice". So I said that's that, it's an invoice and you paid it…but it has a RV quotes and hotel options inside it. So it's a bit weird for an invoice.

      Got somewhere today. Flightcentre (not the same agent) realised one part is rediculous (a flight and an RV leg going to the same place at the same time). So they swapped that back to a flight back for a reasonable $7 per person.

      Also realise the agent has tried to book everything on Star Alliance metal for all flights. Makes no sense for flight duration, location or cost..but gives some insight into the logic used (perhaps better kick backs for them with Air NZ etc).

  • morse on 26/03/2024 - 03:53

    I’d go into flight centre ask to speak with a manager and see what can be worked out. If you can’t get a resolution quickly and you think the booking completely unreasonable and they’ve exploited your parents I’d go to fair trading.

    Your post makes me think there should be a cooling off period for travel bookings like there is for gym memberships and insurance.

    • tunzafun001 on 26/03/2024 - 16:38
      +1

      Cooling off would be good. But impossible with international airlines. Would have to be a gov sanctioned thing (say 24hrs cooling off for all flights exiting Australia booked via a third party).

      *Just an update. Changed the Canada RV booking from $4k to $800…getting there…

      • morse on 27/03/2024 - 06:05

        I think it could be a condition of selling a travel product in Australia. It might push up prices though. It would probably also need to be proportional to the time in the future that the travel is occurring. I’m mostly thinking travel booked through an agent.

        Glad to hear it’s getting closer to a resolution and hope your parents get a nice trip in the end.

        • tunzafun001 on 27/03/2024 - 16:06

          Cheers. Spoke to a manager yesterday.
          Apparently she 'belives' they booked the entire itinerary on one ticket so baggage is the same right through, and so that they can re enter customs in SA.

          Or in other words….

          They booked flights at a total $3200 extra, plus an extra stop over in Auckland… so they didn't need to pay for a $50 bag on internal US flight….

          …and they made them drive an extra 20hrs (time and fuel)…to save a 'maybe' 30 minutes through Customs in Australia….

          That ..is…a hard sell to me!!

          Again, the rep showed them her computer screen showing "these are the only available flights" before they paid.

          These were the only available flights on the same "Alliance". Plenty of other options.

          So they made a payment based on a lie. Will flick it to Fairtrading and they can make a decision.

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