Travel Agent Advice

Not sure if this is the right place to ask but...

We booked our holiday through a well known high street retailer (no names, that's the rules right ). The assistant had a case of the first day blues and told us that when we fly Virgin Upper Class, you get a free chauffeur to the airport.

Unbeknowns to our friend behind the desk, I am a Virgin fan and know that Z class fares do not qualify for the free transfer service (later confirmed to me by Flying Club, despite my begging!). My question is, because the guy informed us that we'd get the free transfer service and even wrote it on our confirmation, is there any comeback on the travel agent to provide us with a lift to the airport?

I don't want to sound like a cheapskate because a lift to the airport actually has already been arranged, just in case! I just wanted some "professional advice". [y]

[preiffer]

If it's written on the confirmation they provided - yes, I'd say there's definite comback there.

[Nottingham Nick]

I agree with Paul, if you have it in writing, then you should have a good case.

BTW, our policy on V-Flyer is not to name individuals, particularly members of staff who don't have a right of reply.

From the FAQs. the use of a member of crew's real name is forbidden in the forum unless they have given their permission to use it, and fully understand that this will appear in a public forum. A moderator may edit your post if you use a real name, and permission hasn't been provided.

Nick

Originally posted by Nottingham Nick
BTW, our policy on V-Flyer is not to name individuals, particularly members of staff who don't have a right of reply.

Nick

Thanks Nick. My attempt at sarcasm didn't work too well, as usual!

I still feel a bit cheeky though as I know that I'm not really entitled to the free chauffeur service (off Virgin anyway).

[ChuckC]

MCONut,
I agree with Preiffer. The simplest thing to do might be to ask your TA for a confirmation number for the limo service. That will bring the issue to the surface guaranteed. Then you'll see how the TA intends to handle it, and you can decide how you wish to handle things from there.

Chuck-

Chuck, are you suggesting that I ask the TA to book it on my behalf? My only concern is that, they'll say "Oh well, never mind". If they've written transfer to airport on the form, can't they just turn around and say "Sorry, we mucked up"?

I still feel quite cheeky for trying to get something for nothing. Am I alone, or would other people do the same thing?

I presume the lift to the airport you have arranged as an alternative is not arranged through Virgin? As they would decline any request for a limo on a Z class by sending a message back to the Travel Agent.

You do have a possible claim against the agent, as they have quoted a service at the time of booking and have to honour this.

I used to work in an asian airlines CRD department and this happened a few times on lower priced Business class fares. Essentially the answer is to be firm (but always friendly!) with this agent and insist they arrange an alternative transfer.

Originally posted by V-Ben
I presume the lift to the airport you have arranged as an alternative is not arranged through Virgin? As they would decline any request for a limo on a Z class by sending a message back to the Travel Agent.

Yes, it was through a local family run business. I did beg and plead with FC to let me have a limo as it was our honeymoon, but (very politely and apologetically) declined my beggings. I'm also 6000 FC miles short of just booking it with miles! D'oh!

[ChuckC]

Originally posted by MCONut
Chuck, are you suggesting that I ask the TA to book it on my behalf? My only concern is that, they'll say "Oh well, never mind". If they've written transfer to airport on the form, can't they just turn around and say "Sorry, we mucked up"?

I still feel quite cheeky for trying to get something for nothing. Am I alone, or would other people do the same thing?

Yes, MCO, that's what I'm saying. Cheekiness aside, the whole point of this is to find out what the TA's response will be. You were promised a free service. The question is: will the TA make it happen as promised regardless of what VS FC rules say?

You might think of things this way: If you didn't know the FC rules, and you were promised a transfer by the TA, imagine how you'd feel on the appointed day to be presented with an invoice.

Chuck-

the whole point of this is to find out what the TA's response will be.

Exactly, I know many good Travel Agents who would sort this out as soon as they discovered the problem, letting you know afterwards that they had made a mistake and sorted an alternative out for you.

If its a big or high street agent they almost certainly have an account with one of the big limo companies and could organise something for you.

My view is that if they have given you confirmation of something in writing and you have paid then they must supply it. The fact that you KNOW its not available on that class of ticket means nothing.

What if someone who did not know booked this ticket.

The TA is legally obliged to provide it and if it is a mistake then they will only make it the once!!

Thanks everyone for all the good advice. I'll "visit" the TA this weekend and report back on what they say.

Originally posted by MCONut

Originally posted by V-Ben
I'm also 6000 FC miles short of just booking it with miles! D'oh!

Don't forget you can ONLY book a 10k limo ride if your have a G ticket (not a Z)

Paul

Just to add my 2p worth as I worked as a TA for many years.

You are not trying to get something for nothing, you are asking the TA to honour something they promised.

Knowing the internal paperwork systems of large TAs (though of course they do vary) I am surprised that this has not been picked up by administration - but would need to know exactly when and what you booked to comment fully.

I would be surprised if you didn't find them sympathetic and eager to put things right, they need your business.

In my experience this is not something that the assistant will be able to resolve, Management will need to get involved to provide a sensible solution. I would make sure that there is somebody there at the weekend with the authority to make such decisions. Take all your paperwork with you and be polite but insistant that you get the limo that was promised.

If you want specifics please feel free to PM me anytime.

Jilly

I work for an independant travel agent - as for transfers to the airport I only know of Emirates that would have them on any Business class fare. As for the z class seats it should state this in the fare rules and the travel agent should have been aware of this. As a rule of thumb, allways ask the travel agent -we do try and help - especially us smaller ones who sometimes have really good contacts who can help out from time to time.

The important issue here is if the written terms mentions transfers to airport (you can get something here) or if the terms mentions transfers by VS to airport.

Subtle difference. The first one can be provided, ie TA pays.
The later cannot - incorrect contract , although you could still push to TA to provide an alternative.

Subtle difference. The first one can be provided, ie TA pays.
The later cannot - incorrect contract , although you could still push to TA to provide an alternative.

Not at all, even with the second example above the Travel Agent is still liable to provide the service that was sold, and a verbal offer of service can be claimed against.

Just because the agent gave what you call an 'incorrect contract' does not limit their liability.

UPDATE

I went into said travel agent and asked then about the chauffeur to the airport. There was also a note on their system about it. So, the agent (who was a different one, the original one was on maternity leave (bless)), called the tour operator who said "Virgin deal with that". So the agent called Virgin and they said "Call the Upper Class team". So the agent called the Upper Class team (just like I did). When the booking reference was given, they said, "Yep, fine. Limo booked!"

Now before anyone says it, yes my ticket IS a Z and I've still got the chauffeur to the airport. I'm very confused now, but one very happy Nut.

Roll on MCO

Now before anyone says it, yes my ticket IS a Z and I've still got the chauffeur to the airport. I'm very confused now, but one very happy Nut.

Roll on MCO

Sounds like the agent has a good relationship with VH and VH decided to honour their mistake. Its also the sign of a good agent that all this was sorted out without you knowing!

[Nottingham Nick]

Many congrats... great job.[^]

However, without wishing to appear a cynic.... do you have the limo confirmation in writing??? [:w]

Nick

Originally posted by V-Ben

Now before anyone says it, yes my ticket IS a Z and I've still got the chauffeur to the airport. I'm very confused now, but one very happy Nut.

Roll on MCO

Sounds like the agent has a good relationship with VH and VH decided to honour their mistake. Its also the sign of a good agent that all this was sorted out without you knowing!

Not wishing to be picky, but it wasn't VH we booked through, it was TradeWinds through Going Places.

Originally posted by Nottingham Nick
However, without wishing to appear a cynic.... do you have the limo confirmation in writing??? [:w]

Nick

They're phoning on Monday to confirm everything's gone through OK. So still my fingers crossed, but not my toes anymore!

[ChuckC]

Must say that I'm amazed, MCONut, but very pleased for you naturally. Please keep us posted.

Regards,
Chuck-

[preiffer]

Very pleased to hear it all seems to have worked out OK. However, just as others have said - get it in writing. Even those with "legit" limo bookings seem a bit hit-and-miss these days [:0]

Originally posted by MCONut
Chuck, are you suggesting that I ask the TA to book it on my behalf? My only concern is that, they'll say "Oh well, never mind". If they've written transfer to airport on the form, can't they just turn around and say "Sorry, we mucked up"?

Er yes, they could say that! They could also say what time do you want your limo for...

FURTHER UPDATE

Well, after saying they'd phone back on Monday, which never happened, I decided to give them an extra 24 hours before I "phoned to check everything was OK". "We've not heard back from them yet" was the answer.

Maybe I was a little premature in celebrating my good fortune!