Times are uncertain in the travel trade therefore it is now important
than ever to take precautions to protect your hard earned money and anticipated travel plans from unscrupulous
operators, firms going bust and other assorted rogues. Travellers stand up for your rights! THE LAW
European law does offer some protection for "packaged holidays" as travel companies by law must protect
their customer's money. It defines "packages" as a "pre-arranged" holiday consisting of several
different elements such as flights, accommodation, transfers and ferry crossings. However should you buy a "tailor-made"
package where elements are organised for you at your request (rather than as a pre-arranged combination) you may
not have the same legal cover. Similarly if a travel operator offers a hotel only holiday it is not bound to take
out financial protection. FINANCIAL PROTECTION
Operators can legally protect your money in several ways. It can
take out insurance, place an financial bond with a licensed bonding organisation or create a trust fund. There
is no independent regulator for trust funds hence there could be problems if there are inadequate funds to cover
major problems. However trust funds overseen by the Travel Trust Association (TTA) offer good levels of protection.
See our Consumer Protection Links page for contact details. CREDIT CARDS
Some operators demand a surcharge for payments by credit cards which we consider extremely sharp practise. As consumers
we have the choice to refuse to deal with these companies or loudly complain and reluctantly pay up. However there
are considerable benefits to be obtained by paying by credit card. If you make your payments by credit card to
the travel company itself (not the booking agent) any losses you incur through no fault of yourself should be refunded
by the credit card company. This benefit does not apply to charge or debit cards ( e.g. Switch). INSURANCE
In the UK it is illegal for travel agents or tour operators to
make it a condition of booking that you take out their travel insurance. Useful to know as it is usually possible
to obtain significantly cheaper and better insurance cover by shopping around. RESERVATIONS & OVERBOOKING
Most complaints in this category are about mistakes - wrong names or dates on tickets for example. Most airlines
rarely admit making a mistake - it boils down to their word against yours. The way these problems are dealt with
varies from airline to airline, but if there is an error on the airline ticket there is a strong possibility that
you will turn up at the desk and not be allowed to fly. The airline holds all the cards, so the golden rule is
to double and triple check everything at the booking stage and when you receive your tickets. Be especially careful
when booking over the phone or on the Internet. OVERBOOKING
Airlines regularly overbook in the hope that not everyone will not turn up but sometimes of course they end up
with too many passengers. Rights in this area are a little better. In the EU Passengers must be offered one of
three choices - a/ a full refund, b/ the earliest alternative flight of your choice c/ your choice of flight at
a later date. You are also entitled to cash compensation - about £90 for flights under 2,200 miles, £180
for longer flights or half these amounts if the airline can get you to your destination within 2 hours of the original
flight arrival for short-haul or four hours for long-haul. The exact amounts depend on exchange rates. Airlines
should also meet other delay costs such as refreshments, phone calls and if necessary hotels.
Similar rules apply in the USA. SEATING
There is a CAA stipulation that there must be at least 26 inches between the front and back of seats in each row,
but see chart below for best buys. Able-bodied people must occupy seats next to emergency exits and most airlines
will ensure that young children are seated with a parent. Apart from that passengers have no rights. Tips - try
to book seats when buying tickets or turn up early for check-in and ask for the seat you want. You can check the
aircraft seating plans of 17 leading carriers by going to www.corporatetravelsafety.com/Airline%20seat%20map.htm New comers to economy carriers will be horrified to learn that some cheap airlines do not allocate
seats at check-in, the only way to obtain a decent seat is to get to the front of the queue at the gate and elbow
your way on board!
AIRLINE long haul
Air New Zealand
American Airlines
British Airways
Cathay Pacific
Emirates
Japan Airlines
Malaysia Airlines
Quantas
Singapore Airlines
South African Airways
Thai Airways
Virgin Atlantic
Air 2000
My Holidays (ex Airtours)
Britannia
JMC
Monarch
Seat distance
30 inches
29 - 31
30
30
30
EXCESS BAGGAGE
For a change have some sympathy here for the airlines. They are entitled to charge 1.5% of the full economy far
per extra kilo, so it can be very expensive. Be warned airline can be inconsistent about this, sometimes they will
turn a blind eye, other times they will be strict. The same applies to excess cabin baggage. Culprits very seldom
receive any sympathy form fellow passengers because excess baggage, especially in the cabin, causes resentment
and could hinder an emergency evacuation. Beware of the low luggage allowance of some of the budget airlines -
they seem to be making more money out of excess baggage than out of ticket prices! IN-FLIGHT SERVICE
Many complaints are about special meals - failure to provide kosher or vegetarian. Most airlines just say tough
luck if they do not have sufficient of the right meals, maybe the best, (and most nutritious) solution is to take
your own. The most effective way to deal with poor service is to complain loud and long and follow it up in writing.
If you do not receive satisfaction the only solution is to vote with your feet and use another carrier the next
time. MORE INFORMATION Contact the Air Users Council on 0207 2406061 or www.auc.org.uk alternatively see our Consumer links page to help sort out many travel problems
SORRY but we cannot supply advice on individual travel problems
