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My travel agent can't just whack on a service fee at this point can they?

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  • My travel agent can't just whack on a service fee at this point can they?

    We recently tried to amend our holiday. We agreed to amend our booking subject to a £100 amendment fee. So I called and paid the amendment fee and our holiday was amended. The costings she gave us were

    New price including £100 amendment fees payable at time of change
    £2111.50
    So including the original £108.10 discount new price £2003.40, already paid £630 so remaining balance would be £1373.40"

    After amending our booking we were given a breakdown of what was due (as above minus the 100 paid to amend) Only now, the total was £30 more. When I questioned this I was advised this was a service fee carried over from our original booking, so I said we had already paid this, so she said yes I know but we had to carry it over so the total including all fees and charges is actually £2033.40 minus the original discount.

    I have questioned this with the agent and she refuses to budge just stating over and over that we have an outstanding balance which includes this £30

    After a lot of confusion I have spoken again with the Travel Agent and whilst I can now, understand that the £30 service fee is carried over from the original booking, I feel frustrated that throughout all of the correspondence that we have had, at no point was it mentioned. Ever. Even when I agreed to amend the booking I emailed back with “Providing that the price is still the same as below (2003.40 including amendment fee)* we would like to go ahead and amend that”

    *So that is the price that I was quoted and that is the price I agreed to pay, at no point in ANY of the correspondence did anyone come back and say “Actually its £2033 because of a service charge”. We were not advised of this until after the amendment had been paid for and made. To just “carry over” the £30 after the fact is misleading.

    I have tried raising it with the store manager, who is always with a customer or on another line so i emailed with the subject header "FAO the Store Manager" and yet it was picked up by the Travel Agent who then called me. So I tried emailing the head office who have just said that it needs to be dealt with in store. It is so frustrating!!!
    Tags: None

  • #2
    Re: My travel agent can't just whack on a service fee at this point can they?

    name the company this rings a bell?

    Comment


    • #3
      Re: My travel agent can't just whack on a service fee at this point can they?

      First Choice.
      Like I was saying I know it's only 30 quid but it's that it was hidden until after we paid and couldn't do anything about it.

      Comment


      • #4
        Re: My travel agent can't just whack on a service fee at this point can they?

        ABTA Customer Support - Travel & holiday complaints - ABTA - ABTA

        https://abta.com/holiday-help-and-complaints/abta-customer-support

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        • #5
          Re: My travel agent can't just whack on a service fee at this point can they?

          That service charge has to have been quoted / stated somewhere before you made the booking for them to be able to charge it, let alone 'carry it over'

          I would ask them to give me a full breakdown of the holiday costs and point to the terms that allow for the service charge. I can't find anything re a £30 service fee on first choice sites. What's it actually a fee for ? Are they sorting out visas or something ?
          #staysafestayhome

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          • #6
            Re: My travel agent can't just whack on a service fee at this point can they?

            bottom of invoices in very small print seen on many occassions ???? nasty sneaky addendum

            Comment


            • #7
              Re: My travel agent can't just whack on a service fee at this point can they?

              [MENTION=85054]askyfullofstars[/MENTION] could you post up the bit of your contract that mentions service charges??

              - - - Updated - - -

              Originally posted by Amethyst View Post
              I can't find anything re a £30 service fee on first choice sites.
              me either
              Debt is like any other trap, easy enough to get into, but hard enough to get out of.

              It doesn't matter where your journey begins, so long as you begin it...

              recte agens confido

              ~~~~~

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              • #8
                Re: My travel agent can't just whack on a service fee at this point can they?

                The service charge is on the original booking but nowhere in our amended booking does it say it's going to be carried over. In fact the wording of her quote above leads us to believe that that includes everything. The "carry over" only occurs after we'd paid the hundred and amended the booking. Does that make sense?

                Comment

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