Fair Play: Island netballers cry foul over Flybe ‘refunds’
Wednesday 25th March 2009, 3:00PM GMT.
FLYBE say that two squads of young Island netball players can claim back their £46.10 in unpaid airport taxes – but only if they each pay a £50 administration fee.
Parents are out of pocket because the airline would charge each one of the 24 players – from the Island U16 and U19 squads whose trip to the UK was cancelled in February – more to claim the money than they would get back.
Flybe are standing firm and say that their policy on administration fees was made clear when the parents bought the tickets.
The mother of one of the girls who was meant to go on the trip works at a travel agent. She says that the administration fee is way too much and that £10 would be a fairer charge than £50, especially as all 24 tickets were made on one booking.
Anne Riant said: ‘In an ideal world, where everybody is customer-friendly, Flybe might say that we will refund the taxes and possibly charge you £10 a head.
‘Other airlines that I have contacted charge a tenner a head. To reclaim the taxes is just a click of the button. I am speaking on behalf of the parents. We just think that enough is enough. We cannot afford to lose £3,500. We fund ourselves.’
The parents spent £3,500 on the airline tickets, but had hoped to get just over £1,000 back in reclaimed airport taxes.
The netball team’s trip to Bath was meant to happen on the weekend of 8 February, when much of Britain was covered in heavy snow.
That meant that although the team could fly into Southampton, they would not have made it up to Bath to play their matches, and no alternative could be put together at short notice because the roads were covered in snow.
They cancelled the flights, but Mrs Riant contacted Flybe about reclaiming the airport taxes that they were entitled to a refund on.
We took the netball teams’ fight on for them and contacted the ‘low-cost’ airline, but Flybe said that they were sticking to their policy which, they said, was clear to all passengers who bought tickets.
In a statement responding to the parents’ complaint, the airline said: ‘Flybe is a non-refundable airline as is standard industry practice. Also in line with common airline practice, where a passenger elects to cancel their journey, we do apply an administration charge of £25 per person per sector.
‘This information is clearly available to passengers on our website at the time of booking. In addition, for group reservations the terms and conditions are also very clearly set out in the confirmation.’
The Jersey Netball Association would not make an official comment because they need to use the airline and did not want to upset them. That is why it was the parents who got in touch with the Fair Play team.
What a shame that common sense seems to have gone out of the window with Flybe, especially when so many sporting organisations use them throughout the year.
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you cannot charge somebody for getting their own money back.
If this happended to me I would take them to the petty debts court and put it before a judge.
Imaging buying goods from a shop and then returning them to be told there was an admin fee for the refund, and it was for the same amount as the refund.
They should not be allowed to get away with it.
Please do us all a favour and take them to the petty debts court. It does not matter if its in their small print as its an unfair contract term just like the banks and the overdraft fees.
Please please please take them to court it will only cost you £10ish
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What do you expect, how much longer are we going to have to wait for some politician to get up off his a##e and start working for the people of Jersey to address monopoly pricing on sea and air travel !!!
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Flybe are an absolute disgrace. They say they are a low cost airline but in my experience when there is a choice of airlines, 90% of the time they are more expensive especially with their ‘add on’ charges which are hidden until you come to pay.
With the large booking that the netball team made they should bend the rules especially as the team use them on a regular basis to show good faith.
This is typical of Flybe with a monopoly on this route, they are totally inflexible with their customers.
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J Clarkson states “Imaging buying goods from a shop and then returning them to be told there was an admin fee for the refund, and it was for the same amount as the refund.”
Well Mr Clarkson – lets say you run an airline and every day (on that day) 50 passengers out of 75 decide to cancel on every second flight, for whatever reason! You then cannot sell the seats that they have vacated and run your flights at a loss. You WOULD go out of business wouldn’t you?
All passengers on low fare airlines know that they do not get a refund and if the tax’s are to be refunded the airline then needs to claim this back and that costs!
Airlines, as are other businesses, are not there to be manipulated and messed about by members of the public as and when they see fit. What a rediculous stance to take. I think you have the Flymaybe bug and need to get over it or fly with another airline perhaps.
As for the teams I sympathise but they new the terms and conditions at the time of booking. The weather is not under Flybe’s control – thats mother natures job.
People wake up. You have had Easyjet, BMI, BA, ThomsonFly pull out of jersey on you. Flybe are adding routes – show some appreciation!
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Flybe should not be allowed to get away with it- thay should change there terms and condtions-its bad enougth paying Browns rip off tax in the first place- Flybe should not be involed in aiding and abbeting the king of wasters!!!!
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Flybe are yet again proving that they wouldn’t know what customer service was if it hit them over the head. Everytime I’m forced (through lack of choice) to book a flight on their website I end up furious as every click of the mouse adds on yet another unavoidable charge! Hidden costs at every corner and appaling service to book and then at the end of the booking, surprise surprise, they are about as “budget” as doing your weekly shop in Harrods food hall!
It’s really one airline I’d celebrate if it went bust!
Next time any of you go to Southampton try Blue Islands. A much nicer crowd with no extra charges at all and fully changeable tickets!
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FlyMaybe has provided me with the worst flying experiences and in my opinion is the most unpleasant airline I have ever had the misfortune to fly with.
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Nothing low cost about flybe – they are very expensive. Does travel insurance cover this?
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A mass boycott of this airline would bankrupt them in a matter of weeks, but people are not prepared to vote with their wallets and give them the bloody nose they so richly deserve.
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Dismayed. that is nonsense and you know it.
We are talking about the taxes that the airline collect on behalf of the government and they are not entitled to keep it. The cost in refunding this is peanuts if a charge was even warrented at all.
FlyBe takel this money from passegers that are usally unable to travel through no fault of their own. The is why a group booking can only be refunded per person per sector. I believe it is theft, end of, and they know it.
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I too have had trouble with Flybe cancelling flights, on one occasion leaving me with a choice of a four day wait (over Easter) to get a seat, or paying BA for a business seat back. I went with BA, and now wouldn’t fly with Flybe if they paid me. I probably fly 40 times a year, so it’s their loss.
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FlyBe are entitled to take their administration fee if this is in their terms and conditions. The only effective action to take to demonstrate your dissatisfaction is to choose another airline – not easy if flying Jersey to Southampton. Why not consider the alternate airline to LGW? The baggage allowance is greater, additional sports kit (one bag per person)can be taken at no extra charge, the hand lugguage allowance is greater, charges clearer from the outset, often cheaper and most importantly customer care is a concept more readily understood.
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It would be a good idea if passengers could issue Flybe with a few terms and conditions of their own rather than it all being the other way round!I can understand Flybe having certain rules and regulations to prevent people trying to swap and change their minds about travelling but when,as in this story,there has been a genuine problem and a large group of people who use the airline regularly are out of pocket could they not be a bit human and meet them half way?
Far from being “low cost” Flybe,in my experience,are far from it.And their charges for credit card use are,in my opinion,bordering on fraudulent.I have a Flybe credit card and even get charged for using that!! I wrote to ask them for an explanation 6 weeks ago and guess what- no reply!!
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Good thought J Clarkson.
The goverments are not entitled to have the monies because the flights were never made, and FlyBe are not entitled to keep the monies because they wwere never entitled to them.
Anyone have an idea of the only persons entitled by law to claim them?
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Please people remember the just because its in their terms and conditions is does not mean its enforceable.
There is a law called the unfair contract terms and the banks have just lost a case because their admin fees are judged unfair.
This is no different to airlines. This is an unjust clause.
If taxes were doubled tomorrow the FlyBe ‘admin’ charge would also double. its just a ploy to keep hold of your money.
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Julie have you tried to get a refund direct from the credit card company.
You paid money for a service you have not recieved and the company has kept your money. Sound to me like a breech in the credit card consumer act and worth trying.
Just don’t let them fob you off.
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Surely the teams can bypass the Flybe admin team and go straight to the govt who are presumably holding the unused tax amounts to get their refund. Perhaps when Flybe show some respect to passengers, then the passengers may show some respect to Flybe. Can anyone imagine Sir Jack Walker allowing this to happen to Jersey based sports teams when he was such a strong supporter of sport in the island, were he still around (RIP)?
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switch to ba bit more expensive but they look after you. flybe low cost? i don.t think so.
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When will people learn there’s no such thing as a ‘low cost airline’.
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My experiance with Flybe is that they do not care. They have no concept of customer service and never will have. If you use them you have to accept that. As far as I am concerned whilst I always check their prices if possible I will always use another carrier. If not I grin and bear it.
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I don’t use Fly(may)be. I would rather travel less but pay more to fly with other airlines.
You know you have the choices.
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I have to say from experience that Fly-(may)be are totally unprofessional. I complained 18 months or so ago about a flight to Bristol for a family holiday which they cancelled.
Why did they cancel it? Because the plane going to London a little earlier had broken down so, rather than pulling the London flight, they gave the London flight our plane and our holiday was cancelled. Lie upon lie followed from their representatives at the airport.
18 months later, despite numerous letters and emails to their head branch demanding an explanation and apology, I am still being completely ignored.
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I booked two people (inc myself) to go to Exeter last Xmas (return!) with FlyMayBe. Subsequently only I went & asked for a refund on the unused ticket. I was told they have a “no-refund” policy on tickets – which I understand. However what p***ed me off as the “TAX” – which was about £13 each way. This I believe is like VAT/GST where the company takes the charge but passes it to the relevant authority (ie airports). To my horror I was told “we have a £30 per sector admin charge, therefore £13 each wy falls below this”…… As you can imagine I think this is “THEFT” because we all know they only pay Tax to the airport on the number of people on the plane…
Also the so-called “Britains Favourite Regonial Low-cost airline” fail to put in big letter the cost of £1 per minute if you call them!
As with other airlines, if it goes to the nearest destination to where you want to go, we choose that. ie it’s not because we like them!
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FlyBE appropriates money that does not belong to it. I have been repeatedly in the opposite position where FlyBE canceled flights for operational reasons and, behold, no support for the customer. I stopped using the airline as BA is most of the time better value for money – and cheaper when booked in advance.
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Netball? What kind of a sport is that! Get them into Rugby or Squash instead of these ridiculous games.
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My experience with flybe is that they are rude and arrogant, extortionate for flights and baggage and never cheap.
On the website the flights start at £11, then add £30 for airport taxes, then £7.99 for baggage…and thats just one way!
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I fly with Blue Islands whenever possible- they don’t charge you when you change your booking, so all is not lost if you cannot fly on the original date.
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agree 27 i,ve heard they are a very good company and treat their customers with respect and no extra charge on baggage.pity they hav,nt got more routes to fly to
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Personally I hope Flybe do pull out of jersey, then you can all swim to southampton instead. I have never heard so many ungrateful whingers in all my life. If you dont like it use another airline n “belt up”. Typical Jersey beans whinge whinge whinge!!!!
Maybe you can use Easy jet -o no you can’t
Maybe you can use B Island -o no you can’t
Maybe you can use Thomsons – o no you can’t
Got the msg – without Flybe your stuffed… so I do hope they leave the island – serves you right!
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Genuine questions.
Why are we charged extra if our bags go over a certain weight? What extra cost is there to the airline if my bag is, say, 5k heavier?
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I used to use flybe but I never use them now. They let me down badly once so never again will I give them a second chance. I rather fly with blue island or south west or any other but them (I don’t mind paying more for reliability) They should be renamed flyoff, not flybe and should fly off and never come back give some others a chance
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Get BBC watchdog to take up the case, a little public humiliation might teach them to mend their ways
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I used to use Flybe alot when i was at uni to fly to Exeter airport – not only did Flybe charge a stupid amount (as only airline to go there) it most of the time decided not to fly or we were in the situation of there is ice on the plane … oh the de-icer is broken – ‘we are going no where’. It’s very distressful trying to fly home for christmas to be told you are not flying and that no one is going to help you find alternative transport of even help getting back home.
I have since moved back to Jersey and completely avoid flybe. I now fly British Airways – which (if you are organised) can be less than Flybe to get to Gatwick. I took a flight to Gatwick last week on BA and it only cost £81.00 which was brilliant as i knew i would be looked after – not having to pay for my baggage and even getting a free cup of tea and a biscuit! Result!!! I was flying back in January on BA when due to bad weather we had to turn back to Gatwick – i started panickin – No money, where do i stay for the night? we landed in Gatwick and within 20 minutes ground staff had appeared in the plane with hotel and breakfast rooms for all – with guarenteed places on the next day’s morning flights.
I think this is terrible of Flybe – they should value their customers – especially large groups like the Netball teams.
Netball team – i really hope this gets sorted and you can find a better airline , who appreciates the business.!!!
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personally i fly air southwest as much as possible now. Friendlier staff, cheaper flights, usually on time, and no extra charges for baggage
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In real terms, flying has become incredibly cheap – A return flight to the UK in the 60′s and 70′ was often the equvalent of 2 weeks earnings or more – You had the standard ticket price which allowed changes, cancellations etc.
While I understand peoples upset at not getting refunds etc, and last year, my wife and I lost out through not being able to make a flight with Fly Be, if tickets had increaed in line with inflation over the past 30 years, a return flight to the UK would be £750
I accept that it is annoying to not use somthing that you have paid good money for, but sometimes, you just have to take a commercial view and move on! Alternatively, always buy a fully refundable business class ticket !!!
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Does anyone know the answer to my question @#30?
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Dismayed: And I hope you will lose your job too. We will do fine with BA.
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As for not getting one’s money back this is ridiculous the government needs to get a grip and force these, I believe illegal, with holdings of money.
Tax is for a flight, if you do not fly you do not pay the tax as simple as that. Also what happens to seats left empty? I bet that flybe fills them up therefore getting money anyway. Who actually keeps this no show money? Is it flybe or the airport? Whoever it is should give it back as a mark of respect to its customers.
Customers should vote with their feet and force these companies to do the right thing. We aready pay well over the top for air fairs compared to the rest of the UK why rub salt in the wound? Come on government and airlines play fair and give back that which you aren’t entitled to.
If flybe are too arrogant to take notice of their customers then the customers shouldn’t use then pure and simple. flybe would then either be sensible and fall in line or they can make a lose and pull out and go elsewhere. However I am sure other places wouldn’t put up with this either!
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To make money out of us is the answer – no other reason. Flybe was the first airline to impose this price for luggage and other cheap airlines followed knowing they could make a buck or two, and at the same time lowering the amount of weight (from 23 kl to 20 kl)it supposedly uses less petrol. A joke when you compare the weight of some passengers against others. It’s what is known as another stealth tax
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Michel: What makes you think I will “lose my job”, just because I have an opinion does not mean I am personally involved!
I have used Flybe for years since it was JEA and I have always found the service to be very good. But then again its easy to “whinge” than compliment isn’t it?
Good luck all, I hope you find the fictional airline you all think Jersey residents deserve i.e. turn up when you want, or not as seems to be the case, get all your money back whether your being reasonable or not – not have personal 1 on 1 service thats free, drinks & food thats free, and, basically be fawned over just because you have a jersey passport – Get over yourselves – your no better than a UK resident and you are all sounding like your better than everyone who does not have a JE postcode – sickening!
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Thats right just to make money, and think we should all have to rely on them Not me I’m no mug, I just got a good deal with B A to Gatewick on to Bordeaux on the same day return for a week that two planes not cheep flight for £200 and they take your bags straight through no having to pick them up at gatewick either way .I’t cost more on the boat and train
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If the charges relate to weight/fuel ratio, and nothing else, surely those who travel light should get a partial refund because they are causing the airline to use less fuel.
I would have thought that when you pay for your flight the price reflects the cost to the company of staffing, fuel and maintenance etc. If the fuel is already factored in, aren’t we paying twice for the same thing by being forced to pay to take a bag with us?
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i agree with “dismayed” whole heartedly, luckily for us flybe won’t pull out of jersey as they do make good money from the majority of their jersey routes. You still have a choice (at the moment)- if you dont like flybe, dont whinge, use another, oh right but that would cost more money wouldnt it, you cant have your cake and eat it. and by the way “bella” flybe were not the first airline to impose fees for luggage.
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flybe was the first to impose this charge DB,in june 2006 stating it would save passengers without cases £1.then(in 2006)the price was £2 each way ,now i believe it is £7.99 .
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There isnt exactly alot of choice in airlines depending on where you want to fly. i fly to southampton alot and can only fly flybe. if i want to fly to plymouth its airsouthwest which i dont mind.
And i dont think anyone is making out jersey people are better off than mainlanders i
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I think they are all doing it apart from EasyJet. Its not a Jersey specific issue.
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Right let’s get one thing straight, if you pay for a service and you don’t use because or circumstances out of your control, it’s only fair and common sense to get a full refund end of! At this day and age you would think that flybe would be going out of their way to help customers feel that what they pair for was a fair rate; yes an administration fee is charged because of the man power used to cancel tickets, where did they get £50 from? It is only a click of a few buttons, I should know I’ve worked in the travel market for over six years and to change a name or cancel or amend a booking can be completed in less that 3 minutes.
Let’s look at ferries: back then there were two; I remember there was a cancelled sailing (either weather or mechanical) they either got some accommodation sorted for us ( if it was the last ferry in the evening ) booked on the following sailing with half a refund on my ticket, I even remember that one company in question even brought down a boiler from their canteen and handed out free tea and coffee followed later from a range of sandwiches, that to me was service.
Why is flybe getting away with this, and most importantly why isn’t the state members that we elected working on the side of the people are fighting our cause!
Flybe I think you should get your finger out and start helping the people remember the famous quote;
“A customer is the most important visitor on our premises.
He is not dependent on us. We are dependent on him.
He is not an interruption in our work – he is the purpose of it.
We are not doing him a favour by serving him. He is doing us a favour by giving us the opportunity to serve him”
Low cost you are kidding?
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“Low cost airline” – You get what you pay for.
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I hate Flybe and have numerous problems with them. They lost our pram, a flight was cacelled coz of weather (not there fault i know) but we had to queue in a 2 mile queue to get a room at Gatwick Hilton as there was only 2 people on the Customer Service desk. And there is always delays.. We use BA now – AND they are actually CHEAPER! One time by £70 for 2 of us! Friendly staff, FREE bottled water and cheese & ham rolls on the flight! Excellent. You go to the North Terminal but its no problem…
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What i can’t understand about their stance is this. If the tax paid is given to the government, what is flybe’s problem in giving it back for the true admin cost to them, maybe a fiver? In that case it will actually cost them nothing? or maybe charge a tenner and make a few quid off the unfortunate customers? It seems they could well be claiming the tax back from the government and not refunding it. If this is the case is that not obtaining money by deception, a criminal offence?
The courts in England are the way to go. Money Claim Online and get a ruling, which i am sure would go against flybe.
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