Category Archives: Consumer rights

Why did easyJet cancel our booking … but fail to tell us?

If we had turned up we would have been denied boarding – I’d like to know if I can make a claim

In December I booked an easyJet flight for my girlfriend from Agadir, Morocco back to London (Gatwick) and, because it was less than 30 days before departure, we checked her in and printed the boarding pass.

The day before her travel I noticed, by chance, that the money had been refunded to the credit card and I became suspicious. The easyJet website showed no booking.

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Source: gad

Venice restaurant that overcharged tourists faces £17,000 fines

Official checks find Osteria da Luca breached safety and food description rules, reports say

A restaurant in Venice that charged a group of Japanese tourists €1,143 (£994) for four steaks Florentine, a plate of mixed grilled fish, two glasses of wine and mineral water faces fines totalling at least €20,000 (£17,400), according to local media.

The La Nuova di Venezia newspaper said police and local authority checks carried out at the Osteria da Luca near St Mark’s Square uncovered breaches of health and safety and food hygiene regulations, as well commercial code infringements including issues over the accurate description of goods.

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Source: gad

Ryanair: passengers fight for expenses if flights are delayed

Solicitor says dodging legitimate claims are not ‘isolated incident’ but ‘company policy’

When Linda Fisher booked a three-day break in Berlin to visit her boyfriend last August, Ryanair was the cheapest option. But she has paid a high price for choosing the budget airline. The flight took off late at night after a delay of just under three hours and, half an hour before it was due to land at Berlin Schönefeld, passengers were told that they were being diverted to Hanover. Noise restrictions meant that flights could not land at Schönefeld after midnight, a fact the crew would have known at take-off. If she had been informed in time, Fisher says, she would not have boarded. Buses were promised to take the passengers on the three-hour journey to their original destination. However, when they reached Hanover at 1am there was no transport in sight and no staff to direct them.

“Our only option was to get a taxi costing €500, or to rush from the airport on the last train to Hanover Central and then to get the overnight train from there to Berlin,” she says.

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Source: gad

Customer service: what were the best and worst firms in 2017?

Readers have complained about travel, phone and financial companies among others. Here are the repeat offenders

This was the year in which Parking Eye became the UK’s most hated company (at least judged by our mailbag). British Airways managed to go into near-complete meltdown, and hotel, car hire and other travel-related problems dominated the Consumer Champions column.

In our annual roundup of the issues faced by Guardian Money readers over the past 12 months, we sadly have to report that 2017 saw us receive more letters of complaint than ever before.

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Source: gad