Time to improve booking terms and conditions for consumers
By Darren Cronian on Monday, March 3rd, 2008

There’s been a lot of discussion on Travel Rants about flight booking issues, and consumers are regularly pointed to the airlines booking terms and conditions either when the consumer has made a mistake with the booking or they have to cancel for whatever reason.

Time to improve booking terms and conditions for consumers

Tonight, I thought it would be fun (not) to review the terms and conditions of three popular airlines and it’s absolutely crazy that they expect consumers to read through this information especially since most of it is in legal jargon rather than plain English.

Number of words

Ryanair – 5,585 words
EasyJet – 12,685 words
Jet2 – 12,157 words

Surely there must be an easier way of publishing this information?

What about splitting up the information so it’s easier to read and rather it being one long paragraph after paragraph of text, why can’t it be like a frequently asked questions page. This way the consumer can choose the questions about cancellation, and booking changes etc.

Makes sense to me.

I personally don’t read the booking terms and conditions (come on I have a life!) but it’s important you read the small print. Do you just click that you had the T&Cs or do you really print the document out and read it through? I know what my money is on.


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12 responses to “Time to improve booking terms and conditions for consumers”

Nomadic Ostrich | 4 March, 2008 at 11:45 am

maybe it is because T&C is legal document and a requirement of any trading website, while FAQ is neither. some sites provide both:
http://www.holidayco.co.uk/support.html
http://www.holidayco.co.uk/tanc.html

I would love to see well designed T&C page; printed or displayed. Personally, I treat it as something that just has to be there for legal reasons, for true help I always search the H&S pages - as they are usually clearer.

However, on the other hand it is in best interest of every professionally run company to make their T&C as clear and as easy to read as possible, as it does save time and prevents potential misunderstandings.

Simon | 4 March, 2008 at 1:37 pm

I’m currently looking at getting all of ours put into PDF format, with links included in the PDF to take you to the relevant section within it.

I don’t think you will ever be able to get away from the fact that in these ridiculous times you have to have everything written down (including things which are common sense). I would be more likely to use a PDF as it’s easier to search for the information I’m after.

I would be interested to see what people’s thoughts are on this, before I put too much time into doing it! :)

Darren Cronian | 4 March, 2008 at 2:42 pm

A pdf with links to the relevant sections sounds much more userfriendly. I was going to do the same analysis (if you want to call it that) on travel companies, but I’m heading off to Berlin soon.

Also, having FAQ and legal document makes sense too.

Nomadic Ostrich | 4 March, 2008 at 2:45 pm

Simon wrote: “… use a PDF as it’s easier to search for the information I’m after.”

i do not know - ctr+f is pretty simple in my opinion. but then it probably depends if customers know ctr+f function or are familiar with pdf.s.

Darren Cronian | 4 March, 2008 at 3:36 pm

Within the PDF you can create clickable links to jump to the appropriate section on the document so there’s no need to do a ctrl F7 to find.

Nomadic Ostrich | 5 March, 2008 at 10:41 am

You can do exactly the same on the normal web page - please see above link to T&C.

For me the necessity of downloading a file and sometimes strange way the text is put in blocks are the main disadvantages for pdf.s But hey, we all have our own preferences. I would love to see what Simon will come up with.

Julia Rosien | 5 March, 2008 at 2:37 pm

Couldn’t agree more - terrible that you have to have a Phd to understand what you’re getting yourself into!

And once you’ve sloshed your way through the slush pile of terms, you still need to book your flight, finding the best (read: least stressful) route, best carrier….

http://www.gogirlfriend.com/travel-news/most-miserable-us-airports-7960

Makes you wonder what will be the impetuous for change.

James | 7 March, 2008 at 9:19 am

Oh yes please someone make this much easier.

I never ever never read T&Cs simply because there’s too much to read. The information consumers will be looking for is cancellations, changes etc.

I agree with Darren, a FAQ style would suit better. It is great that companies are listening to you Darren.

Rohan | 7 March, 2008 at 12:56 pm

Which company do you work for Simon? I am impressed that you are coming here and asking for peoples opinions. That is great to see.

Darren Cronian | 7 March, 2008 at 12:58 pm

Rohan,

I know ;) I’ll leave it up to Simon to reveal the company if he wishes!

Don | 7 March, 2008 at 8:46 pm

You’d probably win money betting on me. I just click. I’d love to have the time to read through the 5,000 words, but like you, I want it booked and want to move on.

Rohan | 11 March, 2008 at 11:56 pm

12,000 WORDS?!

OMG no way would I read any of that. Links to cancellation and refunds, ticket changes would be a good idea as this is what i look for, but not in a document of 12,000 words!!

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