In Reply to: Disaster has struck !!!!! posted by marc_uk on Monday, 30. January 2006 at 02:21 Bali Time:
marc i know us english are renound for our reserved nature but this is an exception!!!! firstly see if you can get them to sort a flight with another airline Malaysia are very good out of london and quicker, or the other idea is indeed they musttry and get you an upgrade at their own cost.. a contract is a contract. Which travel agent is it ? is it one of the high street ones?? maybe get in contact with ABTAabta and explain it to them they could help you sort it out!! thats there job, they are there to protect the customers. here is some info from the ABTA web site to read through.
A Guide for Consumers
As a regulatory body, ABTA maintains a strict Code of Conduct. ABTA companies agree to be bound by the Code which governs the relationship between you and a company, and also the company's relationship with us.
The Code aims to ensure that you receive the best possible service from your ABTA Travel Agent and Tour Operator from before you book your travel arrangements, through the booking process and the after-sales service and information you get, to the way they handle any complaint you may have.
Full details about the Code of Conduct and the Arbitration Scheme are available for download at the top of this page, or can be obtained from ABTA's Consumer Affairs Department (see ‘Contact Details'). Here is a summary of the Code:
Advertising
* ABTA Members must not mislead you with their advertising and must include all compulsory charges in their prices e.g. UK Air Passenger Duty [Code 1.3].
Booking Procedures
* When you book with an ABTA Member they must give you accurate information to help you choose the travel arrangements that are right for you [Code 1.1].
* ABTA Members must follow all the necessary legal requirements such as the ATOL Regulations and must make you aware of the terms and conditions that apply [Code 1.4].
* ABTA Members must also give you guidance about any health requirements and the passport and visa requirements for your travel arrangements [Code 1.6].
* If you have any special requests concerning a disability or other medical condition ABTA Members must ensure that these are dealt with properly and confidentiality [Code 1.4 (ii)]. ABTA Members must also give you information about travel insurance [Code 1.7].
* Before completing a booking, ABTA Members must tell you if the Foreign and Commonwealth Office has issued advice about your destination [Code 1.6 (iii)].
Once the Booking is Made
* ABTA Members must notify you as soon as possible if it is necessary to change or cancel your travel arrangements. An ABTA Member cannot cancel your booking after the date for payment of the full price unless it is necessary to do so for reasons outside its control. If this happens, the ABTA Member must offer you the choice of having all your money back or choosing alternative travel arrangements [Code 2.1 & 2.2].
* If an ABTA Member makes a significant change to your travel arrangements they must offer you the choice of accepting the changed travel arrangements or having all your money back [Code 2.2].
* If an ABTA Member does cancel your booking or makes a significant change to the travel arrangements after the date for payment of the full price they must offer you compensation unless the reason for the cancellation or change was outside of their control [Code 2.1 & 2.2].