Air Passenger Rights: - European Commission - Europa

5.9 Other air travel related
queries
We also receive many complaints about advertised
ticket prices, which have subsequently increased
by the time people get to the final booking stage.
One UK consumer wrote to complain about the
operation of several different airlines in this regard:
I would like to complain about internet ticket sales
for an airline, which has confusing hidden costs.
I went to book a flight from London to Zurich: the
flight was advertised at €39, but in fact, there
were hidden fees of €55, making the total €94!
As you can see from the screen shots attached,
this is not advertised on the main page, and only
becomes apparent once you have filled all the
lengthy form out, and have reached the final
booking page.
I think it is disgraceful that airlines add these
dubious surcharges, fraudulently calling them
airport taxes. All the costs should be included in
the advertised price. I have had similar problems
with a number of airlines 19 .
Another passenger booking an air ticket over the
internet from an Irish low cost carrier emailed to
complain to an ECC :-
“I purchased a ticket for Frankfurt on the website.
Subsequently, I have discovered that “Frankfurt
(Hahn)” (as written on their website) is not actually
in or near to Frankfurt. The airport to which they
fly is “Frankfurt Hahn” airport, which is 120 km
from Frankfurt. This is misleading advertising.”
We also receive complaints about the cost and
difficulty in changing tickets once booked,
(usually via the internet) and of the administration
fee charged, even where the change is not the
passenger’s fault. A UK consumer booking a flight
via a German website told us:-
“I bought a flight from Amsterdam to London
through an online booking company. I found a
ticket valued at €57 plus taxes at €82, a total of
€139.
However, the flight was processed on my credit
card at a cost of €699.72, comprising a flight
price at €598, plus taxes of €81.72 euros, and
cancellation cost protection of €20. Once I saw
that I had paid much more than I had originally
been quoted for a one-way ticket, I saw that I could
cancel the purchase according to their conditions,
albeit with a fee of €75, by sending them an email.
I got no response from my emails for two days,
and also no answer on their given phone contact.
Finally I spoke to a phone operator, and her
supervisor promised I would be refunded the cost
of my ticket minus €75. I have never received
any refund. I have since sent a formal and polite
letter requesting a full refund of €699.72 but I
have never had a response.”
19 In October 2006 proposed new Europe-wide aviation regulations were published, which have the objective of ensuring clarity in advertised air fares
by obliging the airlines to show all fares as inclusive of all costs.
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