Flight booking problem
Jul 23, 2018, 2:24 pm
#1
Original Poster
Join Date: Jul 2018
Programs: None
Posts: 4
Flight booking problem
Hi, I just need some help.
we booked a flight (flight only)for our family back in February and received the e ticket by email at that time.
when we came to check in online 36 hours before the flight we noticed the system would not recognise our booking re or e ticket number.
withthis we called the booking agent. they said on 3rd July their computer system had been hacked and the flight details had been cancelled ?
when we phoned the airline, they also confirmed the details had been cancelled and we were not goimg to be on our flight. The lady did say if we emailed a special department at the airline they would be able to help us further, but not done this as yet.
we now have another flight organised by the agent but 4 days later.
How are we covered for this, is there an avenue to claim ?
ie directly with the agent ? / ATOL ?, small claims court ?
looking forward for any advice
thankyou
we booked a flight (flight only)for our family back in February and received the e ticket by email at that time.
when we came to check in online 36 hours before the flight we noticed the system would not recognise our booking re or e ticket number.
withthis we called the booking agent. they said on 3rd July their computer system had been hacked and the flight details had been cancelled ?
when we phoned the airline, they also confirmed the details had been cancelled and we were not goimg to be on our flight. The lady did say if we emailed a special department at the airline they would be able to help us further, but not done this as yet.
we now have another flight organised by the agent but 4 days later.
How are we covered for this, is there an avenue to claim ?
ie directly with the agent ? / ATOL ?, small claims court ?
looking forward for any advice
thankyou
Jul 23, 2018, 2:37 pm
#2
FlyerTalk Evangelist
Join Date: Apr 2001
Location: MEL CHC
Posts: 21,027
Lockwood74 Welcome to FT
Need a lot more details
Need a lot more details
- Airline & route?
- Booked direct airline or online travel agent OTA? If OTA which?
- Paid with credit card? They can do a refund.
- What are hoping to claim for? Best you may get is a full refund.
- The airline/TA will not pay consequential losses
- Do you have travel insurance?
Jul 23, 2018, 2:46 pm
#3
Original Poster
Join Date: Jul 2018
Programs: None
Posts: 4
Firstly thanks for your comment, to clarify,,
the airline is TAP Portugal, I get the impression it is not the airline at fault but need to investigate this further.
The travel agency is called Travelopedia LTD, the tickets were booked over the phone and then the payment made in to their bank.
I have several emails from them since. I believe they are ATOL registered.
we don’t have travel insurance, and they have offered us a flight with the same airline 4 days later. This means we have 4 days less on our holiday, the main problem is the knock on effect this has caused as the car we were due to pick up for hire for 5 weeks has cancelled our car and we have los5 the total amount due to late pickup.
hop this helps
the airline is TAP Portugal, I get the impression it is not the airline at fault but need to investigate this further.
The travel agency is called Travelopedia LTD, the tickets were booked over the phone and then the payment made in to their bank.
I have several emails from them since. I believe they are ATOL registered.
we don’t have travel insurance, and they have offered us a flight with the same airline 4 days later. This means we have 4 days less on our holiday, the main problem is the knock on effect this has caused as the car we were due to pick up for hire for 5 weeks has cancelled our car and we have los5 the total amount due to late pickup.
hop this helps
Jul 23, 2018, 2:52 pm
#5
Original Poster
Join Date: Jul 2018
Programs: None
Posts: 4
I just wondered is it possible for the airline to issue an eticket without payment from the agent, as when I phone TAP the lady I spoke to seemed to indicate it was cancelled due to no payment, even though we paid the agent in full ?
the comment from the agent saying their computer system was hacked , doesn’t seem to add up as we booked and paid for this 5 months befor the flight.
regards
the comment from the agent saying their computer system was hacked , doesn’t seem to add up as we booked and paid for this 5 months befor the flight.
regards
Jul 23, 2018, 3:59 pm
#6
Join Date: Dec 2009
Location: New York, NY
Programs: AA Gold. UA Silver, Marriott Gold, Hilton Diamond, Hyatt (Lifetime Diamond downgraded to Explorist)
Posts: 6,776
Is the price about equal for a flight on BA?or even TP vis another access point.another airline? If so get a refund (statement in writing) and book elsewhere. If not, push the agent for booking for a booking the soonest you can find availability on. Four days is too much. BA and TP have many flights a day. Don’t forget out of LCY and I think Luton for an LLC option and via Porto.