Remember Civair, the South African airline that wasn't (no UK operating license, no confirmed slots at Stansted and no planes?) Well, they have applied to the SA authorities for an operating license for flights from Cape Town to
Stansted, three times a week. More than a few people have objected to the SA licensing authorities. Something to keep an eye on - John Walker, via e-mail
Steve Keenan, Online Travel Editor, writes: "The Sunday Times reported in December, 2004 that hundreds of travellers were left stranded after booking tickets with Civair Airways for flights between Stansted and Cape Town. Having delayed its October launch twice, the carrier announced that it would postpone the start date indefinitely, citing funding problems. The airline had been promoting the flights for as little as £500 over the internet since May, 2004. In fact, it did not have a permit to fly into the UK from the Department of Transport, and although it had been in negotiations with Stansted, no deal had been agreed. Stansted said: "We knew that they were advertising fares. We were concerned, but we have no jurisdiction over what a company puts on its website. It was fairly confident of launching in December, but there was no official sign-up, so we didn't show the flights on our online schedule." About 900 ticketholders were affected and several contacted The Sunday Times. C Chapman e-mailed to say: "Civair cancelled our flights for October at the last minute, and has deducted £170 from our refund for currency and credit-card charges." The Air Transport Users Council, which campaigns for air passengers' rights, said: "There should be legislation to prevent companies from advertising flights unless they have the necessary governmental approval to proceed."
September 26
In May I bought a return World Traveller Plus ticket to Washington online for November. Taking note of the advertising campaign, which states ' book online early on BA for the best fares' and their currently advertised 'Price Promise Guarantee'? I paid £765 inclusive thinking I was getting a good deal. On Sep 21, I had reason to check with BA -whilst waiting to speak to a customer service operator, I decided to check with glee how much more it would cost me to buy the ticket now. Answer: £678.80. I queried this and the service agent was intrigued. He spoke to his supervisor and confirmed that there was an error with the email booking system and that I would be refunded the difference. I called again later and spoke to a supervisor in Manchester who informed me rather high handily that I would not get a refund. This policy is unfair. I feel BA owe me a refund, not only as they have had my money for nine months, but also what's the point in booking early! I think this is a misleading advertising campaign and should be stopped. Stephan Deare-Bilham, London
BA responds: At the time of the booking, the fare offered to the passenger would have been the cheapest available. On very rare occasions, due to market forces, our prices may fluctuate. For example, one of our selected travel agents may return tickets to us that they have been unable to sell or a competitor undercuts us on the route which means we must react. This subsequently leads to a readjustment in the price and instances like this are very rare. With regards to the accusation of misleading information, we would refute this because at the time of booking, the fare the passenger booked was the cheapest available. We still stand by our advise for passengers to book early as possible in order to receive the cheapest fare.
On the subject of a refund, BA added: The refund depends on what type of ticket the passenger bought. If it is a fully flexible ticket, the passenger can contact refunds department on 0208 564 2111. If it is a semi-flexible or non-chanageable ticket, no refund is eligible. If it is non-changeable, it would appear that the customer relations agent made a mistake in suggesting a refund was available and this was corrected by our refunds department when the passenger was informed that they were not eligible for a refund.
September 20
I cannot be the only person to be infuriated by the use of the word barter instead of bargain. It happened again yesterday in a reader's letter and reply about 'bartering' for Turkish carpets. Do Sunday Times journalists imagine we take spare belongings on holiday with us to swap for something we fancy in the souk? - Stephanie Bennett, via e-mail
- When in Morocco a couple of years ago, I learnt very quickly how to haggle - a previously dormant talent. In one carpet shop, the owner and I couldn't reach agreement on the price of a rug. However, he took a fancy to the pareo I had slung round my shoulders and we bartered pareo for rug instead. So, Stephanie, it can be done - with a little imagination! - Sue Burnett, Pontypridd
September 19
Readers will be alarmed to know that the British Airways World Offers are not so great as they might seem. We have just booked a long weekend in Innsbruck flying from Gatwick in December - "only £75 return" in the World Offers ad. Yesterday BA informed us that their franchise partner has cancelled the route. To find this out we spent 10 minutes hanging on a premium telephone line and then got asked to post back our tickets at our expense. They offered us an alternative via Hannover, a journey of 7 hours - rather long for a weekend away. Yet again BA promises so much and delivers so little. - Simon Gresham, Surrey
GB Airways (BA franchise partner) responds: We are sorry that your reader is disappointed with the offer and would like to confirm that flights to Innsbruck have NOT been cancelled. Flights from Gatwick to Innsbruck are due to start on December 17, 2005 although for a couple of months we had hoped to start flights at the end of November. Unfortunately, due to a number of factors this is no longer possible and we have had to revert to the start date of December 17,2005. We are sorry for the disappointment caused.
September 14
We flew from Manchester to Malta in August after booking online with www.excelairways.com. Our youngest son had his birthday the day after our outbound flight, making him two when we flew back. The website is quite clear on the conditions for the carriage of infants: "If an infant becomes 2 years old whilst on holiday then it will be necessary to purchase a child's ticket for the round trip". This condition has been standard practice with carriers for years, but how do the airlines justify its continuation when when they are offering one-way flights? Had we booked a one-way flight, then the condition would not have applied, and our son would have travelled out at the infant price. It seems unfair to charge the child fare for an infant, simply because we chose to book a return flight. - John Bradford, Bury, Lancashire
September 5
After 15 years away, ten of them in Europe, my wife and I are finally returning home to live in Australia in December. I’ve been a BA Executive Club member for ten years so I thought 'Great, I can finally use those hard earned BA Miles to get us home in a bit of comfort'. Alas no. When I checked last week there was not one business class seat available between the UK and Australia as far out as February next year. BA’s marketing and loyalty programme people work hard to bombard you with exhortations to travel more and earn more points, but what is the point if you cannot redeem them? I suspect that there’s a hidden agenda here, and I’m sure BA is not alone in this, to provide so little capacity for redemptions that points will expire unused. - Hugh McGarry, via e-mail
September 3
