Problems Booking Flights Online? AUC Calls for Cooling-off Period

The number of complaints received by the Air Transport Users Council (AUC) from passengers booking airline tickets online has doubled in recent years. The AUC hopes to persude airlines to implement a 24-hour cooling off period for customers to correct mistakes or change their minds.

Passengers should be very careful when going through the online booking process to make sure all information is entered correctly as innocent mistakes might be costly.  If an error is caused by a problem with the airline’s booking system customers have a better chance of obtaining refunds.  If a refund of the fare is denied, passengers are often not aware that they have the right to claim back any taxes and other charges associated with a flight reservation.  However, the catch is that the admin fee many airlines charge to process a refund may make it a futile endeavour!

The worst offending airlines have not been named, but the AUC is contacting executives of those airlines requesting that they review their policies regarding customer complaints.  They are also recommending the implementation of a cooling off period to allow passengers to cancel without charge within 24 hours of booking.  Currently the terms and conditions associated with many online reservations mean that tickets are non-refundable. 

Passengers should automatically receive a booking reference number or email confirmation from the airline following an online booking, otherwise they should contact the airline immediately.  Many passengers complain they were not aware of any problem until they received their bank statement. 

We will keep an eye on updates regarding this matter as it is obviously of great importance to all of us.  For more information and examples of problems that customers have encountered visit the AUC website.  (To view the AUC report about this matter in PDF format click here).  Obtain a no-obligation, straightforward, quote for travel insurance.

This entry was posted on Thursday, June 5th, 2008 at 12:34 pm and is filed under Airlines, Travel News .

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