Consumers confusion with dynamic packaged holidays
By Darren Cronian on Tuesday, June 24th, 2008

There a lot of confusion on dynamic packaged holidays and the role that travel agencies play – one consumer contacted me after she came up against problems with her hotel and the amount they took off her credit card.

Consumers confusion with dynamic packaged holidays

Expedia who she booked the hotel and flight through with wouldn’t intervene and help her.

She threatened the hotel with contacting Travel Rants and leaving a negative report on Trip Advisor, and thankfully the issue was quickly resolved. It shouldn’t take this type of action though for the hotel to have resolved her issues, and Expedia could have been more helpful.

There’s more..

One consumer has booked a flight and apartment with a travel agency, who are a member of the Travel Trust Association and ATOL. Whilst the full reasons aren’t known at this time, the travel agency have withdrawn the accommodation, the flight was booked with EasyJet who are not prepared to refund the price of the flight.

What rights does the consumer have for a refund?

I’m confused so I suspect other travel consumers will be too.


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10 responses to “Consumers confusion with dynamic packaged holidays”

BW | 24 June, 2008 at 10:27 pm

I no longer use travel agents (maybe because they seem to be less of them here Stateside). I now just book online using the various portals that are available. Mix and Match to get the best deals.
Sometimes its even better to contact the hotels directly and quote the online price to see if they will give you a better deal.

Simon | 25 June, 2008 at 10:32 am

A lot of travel agencies book DP holidays through us, and it usually follows suit that if there is any sort of problem the customer goes to the agent, and the agent come through to us.

With someone like Expedia I suspect it’s slightly different and they will probably hit a lot of 3rd party suppliers for various components and then create the packages.

You’re quite right that the customer shouldn’t have to jump through hoops, and I’d be interested in knowing the company in the second instance. If the customer booked their flight separately, with EasyJet direct, then the company the accommodation was booked with are under no obligation to get involved with the flight.

This is where taking the cheapest route is not always the best. If the customer booked all components with a single company, there will most likely be a “bonding fee” of about £20-40 per person. Yes it makes it slightly more expensive, but it means if any component becomes unavailable etc. then they will arrange everything for you.

Nick | 25 June, 2008 at 11:15 am

BW

There is also a big difference in how the travel industry and travel agents work in the UK and the USA. This means that often in the EU we can provide deals that do not work outside.

Example of this is discounted airfares; in the US these are mostly sold though specialist outlets in the UK because of distribution they have been sold though agents.

Darren, regards the question over flight and hotel, I can not comment with out know how it was brought. The simple answer is if it is brought as a flight and then a hotel is added then it is not a package. A Package is a single price for flight+hotel.

Darren Cronian | 25 June, 2008 at 12:30 pm

@ Simon / Nick

I’m waiting for the consumer to come back to me with more information - I know the travel agency in the second example, but would like more info first before mentioning.

I understand that the agency booked the flight and accommodation, the consumer didnt book any aspect of the holiday.

Obviously I don’t know what conversations took place, but if the agency booked the flight with EJ, would the consumer be covered?

Nick | 25 June, 2008 at 2:31 pm

Darren

Simple answer again, if a package yes, otherwise it is down to the agency. I do not know TTA postion on this or even if they have one?

The other thing is the rules are changing (for the better) all the time so it could be down to the date the customer booked and the rules at the time.

ATOL is financial protection only, if the airline or supplier go bust your money is protected. They have no other role to play. If it is anything else it is down to Trading Standards.

Darren Cronian | 25 June, 2008 at 5:31 pm

@ Nick,

Ok, I understand ATOL - but if it was booked as a dynamic packaged holiday then surely the flight would be covered if the accommodation went AWOL.

Otherwise what is the point of a dynamic packaged holiday. I can understand why consumers get confused, it’s such a grey area.

Rohan | 26 June, 2008 at 11:47 pm

I am glad you are raising this Darren.

The fact that even the travel agencies cannot give a straight forward answer shows how confusing this is for holidaymakers.

Darren Cronian | 26 June, 2008 at 11:59 pm

@ Rohan

I think it’s difficult for travel agencies to comment when I cannot give them the full details. The consumer who made the initial complain has not been back in touch.

This is happening alot recently - someone complains and wants me to rant about their issue, but isn’t prepared to give more information about their holiday.

Cathy | 29 June, 2008 at 1:31 pm

I recently booked a holiday similar to the one you mention and i asked them explain in detail what it meant should the hotel or airline go bust.

The travel agent did not know, so I was passed on to the manager who seemed to fob me off, simply I do not think the agents know what it means neither.

The agency was co-op travel

Nick | 2 July, 2008 at 10:23 pm

cathy,

This is going to sound bad that I or most independents know more than the co-op’s staff, but it down to training and big v small travel agency. The co-op protects your money on all hotels, etc. they book, so they have stated in the press. But if you have one price for hotel and another for flight it is not a package.

so to all, here is the simple rule. If your given a price for the flight and hotel separately then it is NOT a package. How ever if the travel company says they will put on one invoice (it must be an ATOL invoice) then it is a package.

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