The ‘Ask Mr Rants’ is proving to be useful for consumers. Every month I will be writing about the types of travel issues sent from consumers. Then, hopefully consumers can learn from other’s experiences and the industry, if it wants to really improve the consumer experience, can add their input.

Here’s a selection of travel issues sent to me in February.

Agents booking DIY holidays

Consumer booked with a travel agent. They assumed it was a package holiday, after all, it was a travel agent, but no, this agent had booked them a flight with a low cost airline and a hotel with a third party. The t&c’s mention a cancellation policy, but this didn’t apply because of how the holiday was booked.

The customer had to cancel, received the hotel cost back, but not the flight.

Inaccurate hotel information

Another customer booked a hotel, the location information was inaccurate, but the consumer only found out after booking. The travel company blamed the hotel; the hotel blamed the travel company. Neither of wanted to help. It is worrying that they cannot even get the location of the hotel right.

Damaged holiday car hire

Holidaymaker jumps off the plane in Spain, heads to pick up their car hire and then enjoys their holiday. The customer returns to the airport a week later to be told that the car is scratched all the way down the driver’s door and that the damage has to be paid for. This holidaymaker was smart and had taken photograph evidence.

Yes, this car hire company tried to get their damaged car paid for by a customer.

No flying on this airline

The passenger checked-in to the airport; both the passport and ticket name was correct. Time for boarding, they give the boarding card and passport to the airline staff, to be told that they couldn’t fly because the boarding card name was different to the passport. After a stressful 30 minutes it realises the mistake was made by the airline at check-in.

Lesson to learn here, check your boarding pass before you leave the check-in desk.

The deal that never existed

Not just one consumer but a number contacted me about one particular company that is selling cheap holidays on their website but, after booking online, the company contacts the consumer to say that deal sold out. I wish I could name and shame but I don’t fancy another libel claim.

The last travel issue I have mentioned about before, but, I feel this type of selling trick is on the increase.

• Car hire shortage in Spain an issue for holidaymakers
• Consumer experiences with travel customer services
• Don’t get ripped-off by your holiday car hire company
• Frustrations with travel consumers rant
• Ryanair confuses consumers over third-party bookings

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