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Connection Problems: Who Pays  
User currently offlineIndianguy From , joined Dec 1969, posts, RR:
Posted (11 years 11 months 3 weeks 2 days 10 hours ago) and read 1337 times:

My friends’ mom had to travel to Auckland and the cheapest 1-week adv. fare I could find was a roundabout routing with EK via-DXB, SIN and BNE given by the local EK agent. Total fare came to around INR36K. The local Air India office was offering INR42K ex-BOM (BOM-SIN on AI and SIN-AKL on ANZ?) while SQ was coming to INR49K ex-BOM (via-SIN). We took up the EK offer even though it meant backtracking from DXB and booked through the EK agent. Only to regret it today!

She left BOM today morning by EK501 for DXB. The problems began when she was checking in for the DXB-SIN-BNE leg, because apparently the travel agent had forgotten all about the need for a transit visa at BNE. The EK check-in staff offered to book her on an alternate routing DXB-SIN on EK, and SIN-AKL by SQ. Someone at EK then called up the travel agent in India to claim the difference. The travel agent would hear none of it and promptly booked her on today evenings AI flight DXB-BOM disclaiming any responsibility!

Eventually the EK agent convinced my friends’ mom to take the alternate routing offered and that they would settle the matter with the travel agent. The travel agent on his part has been pretty adamant about collecting the difference from us. The difference, with the last minute fares etc, is almost 100% of the fare already paid!!

So should my friend pay up?


4 replies: All unread, jump to last
User currently offlineRareBear From United States of America, joined Jan 2004, 553 posts, RR: 0
Reply 1, posted (11 years 11 months 3 weeks 2 days 10 hours ago) and read 1327 times:

The travel agent made an error when he did not allow enough time for the transit visa. Travel agents are supposed to know these things, and it was his error. Your friend should not pay anything extra. Let the airline deal with the travel agent.

Illegitimus non carborundum
User currently offlineJGPH1A From , joined Dec 1969, posts, RR:
Reply 2, posted (11 years 11 months 3 weeks 2 days 10 hours ago) and read 1321 times:

Sounds like it was the travel agent's fault, although technically visas and such are the passenger's responsibility. In theory the checkin agent for EK should have been able to fill out an ETAS (Electronic Travel Authority) request (which is what the passenger was missing, I think) right there and got the clearance right away. Possibly the system being used does not have ETAS capability. Or the travel agent could have done it, it only takes a few minutes.

User currently offlineVenezuela747 From United States of America, joined Jan 2004, 1451 posts, RR: 4
Reply 3, posted (11 years 11 months 3 weeks 2 days 8 hours ago) and read 1268 times:

The main reason why you would go to a travel agent is so he can serve as a guide and offer you the best option when traveling, and inform the un-enlighten ones about traveling. He should have informed you friend about that. I'd go legal on him to see what you can get out.

User currently offlineAms From United States of America, joined Aug 2003, 1693 posts, RR: 11
Reply 4, posted (11 years 11 months 3 weeks 2 days 8 hours ago) and read 1240 times:

If the Travel Agent made an error, than the Travel Agent wil receive a penalty for the mistake made from the Airline

At all times if all segments are issued on the same ticket, then the arriving airline always is resposible for any missing connecting flights, and by law have to protect you to the first availible flight to your destination.


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