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Is This Fair Or Do You Expect Refund?  
User currently offlineHeisan67 From , joined Dec 1969, posts, RR:
Posted (10 years 4 months 3 weeks 2 days 4 hours ago) and read 3166 times:

On Norwegian television yesterday there was a case about a man who made some errors while booking tickets.

A man who lives in Ålesund (AES) and works in Oslo (OSL) logged on the internet and made booking for tickets flying LCC Norwegian (http://www.norwegian.no). He booked his weekend trips for several months in advance. Unfortunatley he made an making the same reservation/booking twice. He only booked the lowest fare tickets which is not refundable. Norwegian operates with one-way tickets. He now had two tickets/reservations for the same flight. He wrote the airline an email, but didn't get a respons. He then contacted TV2 which is a commercial television channel in Norway, and they made a story of this. I've always thought that when I hit the "Confirm" button there is no way back...at least when booking the lowest fare tickets.

I would have thought that I was to get the ticket refunded since it was me doing this mistake.
The man who made the booking was formerly employed by a computer company - not that it should have anything to do in this case...only a bit strange I thought.
What do you expect from your airline, or what is common in a similar case in your country?

18 replies: All unread, jump to last
 
User currently offlineBoingGoingGone From , joined Dec 1969, posts, RR:
Reply 1, posted (10 years 4 months 3 weeks 2 days 4 hours ago) and read 3144 times:

All I can say is... Ooops! Normally you need to accept the terms of the contract before the ticket purchase is completed, so I might kick myself if I made such an error, but there's no reason to expect a refund.

User currently offlineStarlionblue From Greenland, joined Feb 2004, 16991 posts, RR: 67
Reply 2, posted (10 years 4 months 3 weeks 2 days 4 hours ago) and read 3139 times:

1. He has no right to a refund. He should not have emailed. He should instead have called them immediately. They would probably have been amenable. However, now he has made a big fuss and Norwegian probably has no choice but to go on the defensive.

2. As for being an employee of a computer company, that could mean anything. IBM employs accountants, HR people, marketing people and so on that know no more about computers than anyone else.



"There are no stupid questions, but there are a lot of inquisitive idiots."
User currently offlineHeisan67 From , joined Dec 1969, posts, RR:
Reply 3, posted (10 years 4 months 3 weeks 2 days 4 hours ago) and read 3130 times:

He was no longer employed by the computer company.
The e-mail he sent was done the minute he discovered doing this mistake.

However - SAS and Braathens which is the two major carriers in Norway was interviewed and they stated that they would automatically remove one of the bookings. Norwegian did not have this programme in their booking system.


User currently offlineStarlionblue From Greenland, joined Feb 2004, 16991 posts, RR: 67
Reply 4, posted (10 years 4 months 3 weeks 2 days 4 hours ago) and read 3124 times:

Unfortunate but true fact: email is often not enough. For this sort of thing, I would call and nothing else. You never know with email.


"There are no stupid questions, but there are a lot of inquisitive idiots."
User currently offlineHeisan67 From , joined Dec 1969, posts, RR:
Reply 5, posted (10 years 4 months 3 weeks 2 days 3 hours ago) and read 3111 times:

I belive deleting reservations is called "dupe-check".

User currently offlineTrident2e From , joined Dec 1969, posts, RR:
Reply 6, posted (10 years 4 months 3 weeks 2 days 3 hours ago) and read 3101 times:

You can't have it both ways! If you want flexibility to correct mistakes then buy a flexible fare. If you want a rock bottom price then you have to live with the consequences when you get it wrong (and there seems no dispute that it was indeed the customer's fault).

User currently offlineJGPH1A From , joined Dec 1969, posts, RR:
Reply 7, posted (10 years 4 months 3 weeks 2 days 1 hour ago) and read 3036 times:

Dupe-checking is done by airlines to protect inventory against potential Travel Agent abuse - making fictitious unticketed bookings to meet booking targets or to protect space in cheap classes for eventual sale to a passenger. LCC don't need to do this because they get paid the minute the booking is made, so whether or not the pax turns up is immaterial - they've got their money.

User currently offlineAircadet From , joined Dec 1969, posts, RR:
Reply 8, posted (10 years 4 months 3 weeks 2 days 1 hour ago) and read 3006 times:

Sounds very typical of an LCC, He did do a mistake . Granted, but its very clear same name, same flights, As mentioned by Starlionblue he should have called immediatly, Human contact can never be better in these situations.
He's lucky it probably did'nt set him back too much.


User currently offlineHeisan67 From , joined Dec 1969, posts, RR:
Reply 9, posted (10 years 4 months 3 weeks 1 day 21 hours ago) and read 2921 times:

It didn't set him back much. The ticket fare is 290,-NOK which is approx 40US$

User currently offlineGeoffm From United Kingdom, joined Feb 2004, 2111 posts, RR: 6
Reply 10, posted (10 years 4 months 3 weeks 1 day 18 hours ago) and read 2852 times:

Two friends were due to fly EasyJet. One chap making the booking managed to enter his name in for both passengers. Haven't got a clue how since the EasyJet booking site is rather simple to use. EasyJet's response? "That'll be £xxx please". I thought that *really* sucked. I understand EasyJet being firm on many issues but that was plain ridiculous.

Geoff M.


User currently offlineWilco From United States of America, joined Mar 2004, 355 posts, RR: 1
Reply 11, posted (10 years 4 months 3 weeks 1 day 17 hours ago) and read 2809 times:

If the guy would have called and said "I bought a ticket but I got my credit card statement and you guys charged me twice" (i.e. leaving out the fact he clicked twice) he probably would have got the refund as the airline would know someone wouldn't book themselves twice on the same flight on purpose. The airline would probably assume it was their own fault (as an ex-rez supervisor for UAL I can tell you that our rez system accidentally double-booked/charged people all the time)

Honesty doesn't go over well with some LCC!



"Ever seen a grown man naked?"
User currently offlineCoronado990 From United States of America, joined Oct 2003, 1597 posts, RR: 2
Reply 12, posted (10 years 4 months 3 weeks 1 day 17 hours ago) and read 2808 times:

Of course he should get his money back!!! He cannot be double-booked on the same flight. The airline should see this obvious mistake and refund the poor guy his money for one of the tickets. I don't care if it has NONREFUNDABLE stamped all over it. The airline can make the rules and the airline can break the rules. Its not a constitution. Airlines just do not want to deal with the "details". My boss always told me this was a "detail business". That's what keep bringing them back. Want to piss off a costumer? Just charge him twice for the same product!

Sounds like Norwegian has no one representing their airline. Just management that wants nothing to do with riff-raff passengers bugging them for refunds all the time and if they do have res agents, I am sure they do not have the authority to make waivers for such cases. The middle person between airline/travel agent/pax, the person that worked out all the bugs, just does not exist. As a travel agent, I just voided out the ticket and did it right if I made a mistake. Simple as that.

Deal with it Norwegian and you might have a customer for life.



Uncle SAN at your service!
User currently offlineHawaiian717 From United States of America, joined May 1999, 3188 posts, RR: 7
Reply 13, posted (10 years 4 months 3 weeks 1 day 14 hours ago) and read 2734 times:

When booking online, the customer is acting as his or her own agent. He is responsible for their own mistakes, so he is not due a refund.

If the customer went to their credit card company and tried to claim that the airline double charged him, the airline's web server logs would show that this was not true, that he double booked himself.

Also, I'm a bit bothered that he did not call the airline, but instead sent an email then contacted a TV station. It's not like the airline hides their phone number.

From a customer service standpoint, however, I might be tempted to allow him to apply the value of the duplicate ticket to a future trip.

David / MRY


User currently offlineTekelberry From United States of America, joined May 2003, 1459 posts, RR: 4
Reply 14, posted (10 years 4 months 3 weeks 1 day 14 hours ago) and read 2726 times:

Many airlines will automatically delete/refund multiple reservations.

User currently offlineMaehara From United Kingdom, joined Nov 2003, 41 posts, RR: 0
Reply 15, posted (10 years 4 months 3 weeks 23 hours ago) and read 2625 times:

I've done something similar to this before (booking for 2 people, put the wrong name in for the 2nd passenger). Straight on the 'phone to the airline's booking office with my best pleading voice & they sorted it out, no fuss, no fee. Just another reason I like flyBe.  Smile

That said, if they'd charged me I would have paid up in good grace - my mistake, so my loss.


User currently offlineNorthwestair From Poland, joined Jul 2001, 647 posts, RR: 5
Reply 16, posted (10 years 4 months 3 weeks 23 hours ago) and read 2610 times:

I know we have a 24 hour refund policy. I know if you ask for a refund within the first 24 hours after purchasing the tickets then you will get it no questions asked. I know I am given waiver codes that I'm suppose to use in case I have to break a fare rule for a passenger


I don't care who you fly just as long as you fly
User currently offlineWorldperks From , joined Dec 1969, posts, RR:
Reply 17, posted (10 years 4 months 3 weeks 22 hours ago) and read 2565 times:

I've never had this happen with an airline, but I have done it with hotels. I remember last April making a reservation for a special payment-in-advance Internet rate at a Radisson hotel in California. I appeared to have hit the "submit" button more than once because I got two different reservation numbers via return email. I called their reservation center and got the second reservation moved to a different date at the same rate. To be honest, it was my stupidity,  Sad and I was too embarrassed to ask for a refund, but it all worked out.



User currently offlineAirdude66 From United States of America, joined Nov 2003, 187 posts, RR: 0
Reply 18, posted (10 years 4 months 3 weeks 21 hours ago) and read 2550 times:

It never fails to amaze me how people refuse to accept responsibility for their own actions. I am just glad to see it is a worldwide problem and not isolated to the U.S. mindset.

You get what you pay for. If YOU purchase a non refundable ticket, you get a non refundable ticket. I would be more embarrassed about making such a stupid human mistake rather than trying to draw attention to it.

Anyway, on restricted tickets, if you need a change - the best place is face-to-face at the airport during off-peak hours. These counter people have the ability to waive and change and they often times do when they can see the passenger and hear the pathetic story first hand.

Always remember to be gracious and never accusatory towardthe airline.


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