Originally Posted by San Gottardo

I have now had several occasions where the fare selected on the AF website during booking or re-booking could not be confirmed on the website, and subsequently AF on the phone says the fare is different (higher of course) than what the website says.

Selecting the flight, selecting the fare, entering pax details, entering contact details, saying whether it’s a trip for business or not, selection of extras (seat, luggage, insurance) - all works well. But then the last page with fare summary and payment information does not load but gives an error message.

I have had one case where I insisted that I wanted to pay the fare displayed, sent screenshots to the Ultimate team, and they honoured the fare. And then today I had the most absurd of conversations. To make it short, site offered a rebooking for 0 EUR fare difference, last step of process didn’t complete, I called ULTI service who told me that there was a fare difference, I explained that I wanted to book what was offered on the site (=0 EUR) and that I wouldn’t like to pay more only because their IT doesn’t work; even after I sent them screenshots they insisted on payment and added «there is no dysfunctioning of our systems » despite screenshots showing a discrepancy between what the website shows the customer and what the phone agent says the price is.

What is actual the legal situation on this? In France there is a law in the Code de Commerce which obliges the « shop » to honour the price shown “on the label”. How does that work on an airline website? Is the “price on the label” the fare shown at the fare sélection step? Or the one shown on the summary page just before payment?

In any case I am really angry about being mislead like this by their dysfunctional IT, and then on top of that being told by their phone agents that there isn’t a problem. That’s adding insult to injury.

I’d love to hear what the jurisprudence is for these e-commerce situations where the price offered is not the price that the customer is asked to pay.