Trading Standards advising consumers on their winter breaks

TravelMole guest comment by Bruce Treloar, West Sussex principal trading standards officer and TSI lead officer for holidays and travel

In this winter period Trading Standards have been experiencing a higher level of enquiry, which has affected the whole holiday and travel process.

From misleading pricing and ‘secure’ airport parking, to confusing baggage weighing at the check-in process and the very real problems with lost luggage on the return journey.

It is hoped recent actions by Trading Standards will highlight the problems and I give a checklist at the end of the article to help provide advice to consumers and businesses to avoid the most serious problems.

The Booking Process….

Since February 2006 Trading Standards have been lobbying for transparent pricing on websites and in brochures.

The Office of Fair Trading has been supplied with evidence from consumers and have now outlawed the practice of stating one headline price and then adding on mandatory extras.

At the end of January, OFT will be taking action against those operators or airlines who split out costs like fuel supplements, taxes, ticket on departure charges or any other extra charges.

Baggage for the holiday…..

The whole issue of baggage is making dream holidays turn into nightmares even after the consumer has returned home.

A recent survey showed consumers could be charged double the cost of ‘online’ baggage check-in, if they forget and check their baggage in at the airport. Major budget airlines were reviewed. One charged £5 to check-in baggage online but £10 at the airport. Another charged £3.99 online but £10 at the airport!

Unfortunately this wasn’t the end of consumer’s baggage problems. Trading standards officers check the baggage weighers at airports. Prior to testing this year, we surveyed the excess baggage charges of major airlines.

If a consumer was as little as 1 kilogramme (2.2lbs) over the airline’s limit then they will be charged from £5.50 to £6 per extra kilogramme.

One West Sussex consumer was going to Spain just before Christmas and was worried about her baggage being over the limit, so she asked the budget airline check-in desk to check the weight. She was 3kg over the limit, so took out some articles. She had a coffee, came back to the check-in and found she was still over 2 kg heavy. She paid an extra £12 but complained to us on her return.

We checked the scales and found some needed adjusting to give the proper weight.

Secure parking?….

There has been an issue with secure parking at airports which has caused a problem to consumers and legitimate business before they have even got to the airport.

We have sometimes found cars parked on a public road and an industrial estate. We have resolved this issue but we do need help to identify these types of problems.

Delays and cancellations….

So just what rights are available when the flight is delayed or even cancelled?

Too much confusion is generally the situation when this happens. Depending on the distance travelled, the options are usually available after about five hours.

Delays mean welfare provisions must be provided by the airline, e.g. phone, fax and refreshments. Only when the flight is cancelled is compensation payable.

If the airline doesn’t want to pay compensation, it has to show the flight is cancelled because of ‘extraordinary circumstances’. This time of year delays and cancellations do occur, so it’s worth remembering your rights.

Lost luggage….

So the holiday may have been to an idyllic destination and the flight wasn’t delayed, but when arriving back in the country, did the luggage come back as well?

For these sorts of problems, the International Convention for flights (the Montreal Convention) applies but consumers must remember that they must fill out a Product Irregularity Form at the airport, or their claim will be affected in any future action.

So, what advice from Trading Standards…..

1  When making a holiday booking; check….

i)  ‘Have I bought a package holiday?’ If it is then you will be protected if the business collapses or there is a problem abroad.

ii) ‘Does this headline price include all the mandatory extra charges, like taxes’ If it does, then you can compare like for like.

2.  Identify what the baggage allowance is BEFORE you reach the airport, and check whether you pay more to check in at the airport.

3.  Make sure the baggage weigher at the airport is at zero, before you put your baggage on the conveyor belt! Bear in mind that if you as little as 1Kg (2.2lbs) over the airlines baggage limit; you may have to pay as much as £6.

4.  If you are delayed at the airport then the airline must look after your welfare. You will get NO compensation unless the flights cancelled and there aren’t any extraordinary circumstances.

5.  If your luggage gets lost at the airport, you must fill out a Product Irregularity Form at the airport otherwise there maybe problems when you claim.