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Hi all,

Normally I’m the one giving advise but in this instance I would like to get your opinions on a matter.

A month or so my wife and I went into out local Kuoni store to look at holidays, we spoke to one of their rep’s explained what we wanted etc, I stated twice that the tickets for the flights must be upgradable since we have a large number of airmiles to use and will upgrade using them.

After a bit of back and forth via email with the same rep we had decided where we wanted to go and when so my wife phoned through to place the booking. Again she mentioned that the flights must be upgradable due to our airmiles, deposit paid on the phone. And paid the balance a week ago.

Last night I get home from work to find the wife in some distress while trying to sort out the upgrades, it transpires that Kuoni has is face booked us non upgradable tickets, despite explaining to their online help desk they (kuoni) has made a mistake they are of no help and asking us to pay more to correct their mistake as the price they quoted was for the non upgradable seat.

In the end I have sent an email to the sales rep we dealt with originally along with the store manager explaining their mistake and asking them to resolve the matter or I will visit the shop on Saturday and we can resolve this face to face, I am currently waiting for their reply and still hope that this was a matter of human error on their side and will be resolved.

But to be prepared in case of their reluctance to correct their mistake I am trying to think what they are in breach of. Is it obtaining money by deceit as we requested A, B+, C and instead they have given us A, B, C without advising us of the change? Misrepresentation under SOGS? Could it be fraud?

What’s your views?

It is easier to enter a rich man than for a camel to pass a needle

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