Watch out for the "MASSIVE" Agency bonding fee???

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tomange's review of 321Travel - www.321travel.co.uk

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“Watch out for the "MASSIVE" Agency bonding fee???”

Written on: 23/10/2013 by tomange (1 review written)

I have just booked a 3 day holiday to Torremolinos with 321 Travel Agency and I feel I have been shafted. All the way through booking with them they mentioned the price would be £149 each, at the end they say mentioned an "agency bonding fee" this amounted to £18 per passenger each way a total of £72. I have never come across this before and the charge of £72 is absolutely ridiculous.

I must say in all of this they up to now have been polite.

Just read my e mail to and from them and make up your own mind.
___________________________________________________________________________
My reply to their e mail below 23rd October 2013.

On Wed, Oct 23, 2013 at 8:51 AM, Tom Allen wrote: Only relevant part of e mail shown.  

I have just checked my bank and you have taken a total of £370.83 out for my holiday. when we discussed the price it was £149 X 2 making £298 in total.

You have charged me a further £72.98 and you said when I phoned you on Tuesday there was an additional fee for “AGENCY CHARGES” which you said is mandatory.
__________________________________________________________________________

From:
Sent: Wednesday, October 23, 2013 12:10 PM
To: Tom Allen
Subject: Re: ALLEN HOLIDAY CONFIRMATION

Dear Mr Allen,
thank you for your e mail the content of which is noted and my reply follows.
During the booking process you were given the holiday sector price of £149pp, you were informed there was no booking or admin. fee the only sum that will be added was the agency bonding fee of £18pp on each flight. This sum was not just added and you were clearly informed.
We as a company charge the agency fee on ALL flights which includes the processing of your booking and assisting passengers with their check in/ api procedure on all flights and in resort 24hr support for any problems you may encounter on your holiday, which few or no internet booking agencies supply.
I trust this explains matters to your satisfaction, and thank you for your valued custom.

Kindest regards

__________________________________________________________________________
On Wed, Oct 23, 2013 at 13:28 PM, Tom Allen wrote:

I have noted what you say and feel as though I have been a little duped as you never at anytime mentioned what the total cost would be, you only quoted £298 and slipped in the “agency fee” which I and I dare say other people will fall for.

You say there is no admin fee but what you have charged is exactly that only you call it a different name and £72 for your services is absolutely ridiculous. I will be taking my “valued custom elseware from now on as I feel that I have been taken for a ride.

The old saying is “buyer beware” and I will.

321Travelltd's Response to tomange's Review

Written on: 25/10/2013

I have listened to the call, you were given the cost of the holiday and the charge on top for your bonding fee. I feel your review demonstrates exactly that too, which is a fair review of events. We pay high premiums to protect passengers when they travel. If for any reason the hotel is overbooked, airlines go bust etc, we will fully repatriate you and that is exactly what the bonding fee is for. On the phone call you still have the option to not go ahead with the booking if you wish not to pay the bonding fee, it is entirely your choice if you wish to proceed or not.

321 Travel.

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Tomange's reply to 321Travelltd's Comment

Written on: 26/10/2013

Will you give me the opportunity to listen to the recording as well.

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321Travelltd's reply to Tomange's Comment

Written on: 26/10/2013

Yes no problem. Everybody has that option. If you call and ask for Mr.Poole he will request the download of the call for you. We actually prefer that as it is there in black & white, there's no grey area when you hear it again.

321 Travel.

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Tomange's Response to tomange's Review

Written on: 04/11/2013

Hello Mr Pritchard, by now you should have heard from ATOL as I was fobed off by you and Mr Poole about the issuing of the ATOL certificate. Both you and Mr Poole whilst being polite gave contradictory information about the issuing of it. You said it would be issued a few days aftre booking and Mr Poole when I spoke to him said it would be issued about 4 days before we fly, On both counts you are incorrect as having spoken direct to ATOL they inform me that the certificate should be issued at the time of booking and that is THE LAW. On another issue, Mr Poole when I spoke to him about the recording of my booking said he would get it for me but as of now I have not received it, could you please inform me as to when i can expect it.
I thank you in anticipation

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