Airlines profiting from passengers' mistakes online
Airlines profiting from passengers' mistakes online
Airlines are reported to be profiting from passengers' mistakes when they book flights online. A report by The Air Transport Users Council (AUC) suggests that more travellers than ever are losing out to airlines.
The AUC received over 12,000 complaints and enquiries in 2008, an 11 per cent increase from the previous year. Although the majority of the complaints regarded delays, cancellations and baggage handling, the AUC experienced a noticeable increase in enquiries about online booking systems.
Over 1,000 travellers contacted the AUC with regards to online reservations. The organisation also noticed an increase in complaints about the extra charges airlines have introduced for services previously included in the fare.
Complaints included being charged twice for a booking, a spokesman for the AUC told Times Online. Passengers also contacted the AUC regarding "incorrect names or dates being entered into the booking and general confusion for consumers about the fees airlines charge to change reservations".
The AUC blames the increase of complaints on the "continual tinkering by airlines of their booking systems" and feels that it is inevitable that passengers will make mistakes. "We want airlines not to penalise passengers unduly for innocent mistakes or seek to profit from the errors," the spokesman added.
Airlines defend their position, saying they cannot resell a seat. However, the AUC argues that the carriers are still making money, with passengers sometimes being charged up to £500 for changing a name on a ticket.
The AUC has previously written to eight UK airlines about the problems faced by passengers and asked for more flexibility, suggesting a 24 hour cooling off period after bookings are made. The response was said to be positive.
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