Which? warns holidaymakers over THESE dodgy online travel agents
Agents are said to be using "questionable" sales techniques to ramp up prices
ONLINE travel agents are luring holidaymakers in with “too-good-to-be-true” deals - then bombarding them with hidden costs, according to an investigation by Which?.
The operators are often small websites - but they have access to huge audiences through popular search engines like Skyscanner, Kayak and Momondo, and the holidays often appear among the cheapest fares.
Passengers who have used these providers after choosing what appeared to be the best deal for a flight have told Which? how they faced demands for more cash after making a booking.
Many claim they were left high and dry if they insisted the agent honour the original bargain price.
One customer Kam Hughes even said she felt “blackmailed” when Checknfly demanded an extra £79 the day after she booked a £415 return flight to Vancouver to see her sick mother.
She says the company stated they would cancel her flight if she didn’t cough up the cash.
The company claimed the cost had gone up by £160 while she was making her booking - but Kam says the bargain price was still being offered online 24 hours later.
Which? also heard from a Gotogate customer who bought a flight to India for almost £200 cheaper than anywhere else but when he got to the airport on the day he was due to fly out, he was told at the check-in desk that he did not have a seat on the plane.
Gotogate initially refused to help, meaning the passenger’s friend flew to India without him. The company only admitted making a mistake “due to human error” and paid compensation after Which? made contact about the incident.
While the nightmare of being left without a flight is relatively rare, poor service seems to come as standard with some agents.
While the nightmare of being left without a flight is relatively rare, poor service seems to come as standard with some agents.
Gotogate makes customers pay extra for a prompt response to customer service queries or refund claims, charging £9.90 for “premium support” and £19.90 for “platinum support”.
It also charges over the odds for a flight compensation solicitor service, bag tracking service and a visa waiver for trips to the United States.
How to spot a holiday scam
WHICH? has rounded up the signs you need to look out for...
- Incredibly cheap online deal?
If the price for your flight or holiday is considerably cheaper than the average cost elsewhere, you should be suspicious. Flight prices are largely set by airlines – with travel agents having some leeway – so, charging significantly less is often a sign that there may be a scammer behind the offer. - Look out for logos
Looking out for official logos is a good way to check the authenticity of holiday booking, travel agent and tour operators. - Bank transfer the only option?
If a bank transfer is your only option for payment, this should set alarm bells ringing. - Check online reviews
Do a thorough search to check the company’s credentials. Check multiple reviews for information on other people’s experiences and take note of any warnings about the company.
Rory Boland, Which? travel editor said: “Comparison sites are the best place to start your flight search but if you are offered a too-good-to-be-true deal, do a bit of research on the travel agent selling the ticket - a Google search might be enough to put you off.
“Even reputable companies have complaints, but if disappointed customers are consistently making the same complaint on online forums and social media, that should be considered a red flag."
“If you’re unsure, book direct with the airline or a well-established travel agent.”
Speaking to The Sun Gogate said on the accusations: "Our aim is to offer as low total price as possible. Depending on your choice of payment, we might charge a fee for certain payment types which is collected at the time of the booking."
"If such a fee applies to your booking, it will be displayed at the cart page price summary when you have entered your payment details."
"Our payment fees are based on current market conditions, external and internal handling costs which we hope you take into consideration," the added.
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