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“Cannot Guarantee Prices Even After Purchasing Flights”

written by on 28/07/2017

This issue seems to be a reoccurring one with this company: You find your flight, book it, it all seems to be confirmed and then you receive an e-mail to let you know that the airline was 'unable to confirm the seat selection due to unforeseen circumstances'. You're advised to contact the company and somehow they're able to guarantee the very same flight if you pay substantially more than the original price advertised and those unforeseen circumstances no longer apply. When I called to request to cancel the entire order, the agent was very vague and said that because another agent had dealt with the original purchase (even though I bought it online with the help of no agents) then I would have to wait for this agent to come out of a meeting and only he could cancel it. While this person was very polite and I'm sure only following protocol, his answered seemed to be intentionally vague. Eventually I insisted that I cancel the flight with them as all the waiting around in the meantime would cause the flight prices to increase and miraculously he was able to do this. When I book a long-haul flight for a lot of money, I expect the company I do it through to be able to honour its prices and give customers' peace of mind that they're actually receiving what they think they're purchasing, this company cannot do this. Also, as a side note, I was directed to this company from Momondo where I had selected a certain flight time, when I was transferred to this website the time of the flight changed. I booked without even realising it. While it was my responsibility to check that everything was correct, I feel that if you select a specific time on Momondo to be redirected to this website, then that should be what happens.