Technical fault on website doubling prices - Complaint about British Airways - A Spokesman Said

Technical fault on website doubling prices

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Lydia Thomas


Technical fault on website doubling prices

Complaint about British Airways

On the evening of 13th September we went to buy a return flights and car hire package to Denver Colorado. There are 4 of us going. We went through the system and found the perfect package. £500 each for flights and £200 for the car (total £2200). There was a £50 off car hire discount that was running out at midnight so we went ahead to book as not to miss out. Every time we got to the confirm page to start giving payment information it just wouldn't let us press submit, if it did the page would just reload saying "technical issue, try again later". So not wanting to miss out on the £50 off we rang customer services. They were so busy that a lady said she would call us back - she said the technical issues meant everyone was calling and they were too busy right now. An hour later she rang back and said that the technical issue meant they couldn't do our booking - she said we should keep trying but as this was their problem they would honor the price the next day. We took screen captions of the flights and prices so that we knew what to select. We kept trying and trying right up until bed time with the technical fault stopping us every time. But we thought it was okay, as prices would still be there the next day. The following morning we woke up to book straight away, on getting to the flight selection page the total cost for the exact same flights, seats and car was £3600! We called and were told that because we didn't pay the price wasn't guaranteed... But we couldn't pay because their technical issue meant the booking system was down! There was no honouring the price from the night before, even though this is what we were told would happen. An extra £1400 isn't easy to acquire and we are disappointed that even though we always fly with BA out of choice: we were lied to on the phone about a convenient IT issue that rings to the sound of £1400!

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