Cancellation fees with Bestflights

[AVM]

Has anyone experience of cancellation fees with BestFlights. I had booked a fare with Royal Brunei PER to DBX. I believe the fare basis is YHEE6M.
(BestFlights)

My 14 year old son was to visit his dad in Dubai, however earlier this week dad was made redundant and had to return to Australia, he arrived two days ago. The initial intention was to stay with the airlines and fly to Brunei then to somewhere in Asia and book a second ticket. We were told by the travel advisor that this was not possible and the ticket had to be cancelled.

We have been told the cancellation fees are $625 , the balance could take up to 16 weeks to be refunded. The time lag for refund is not really an issue. I may be wrong but I believe that the airline cancellation charge is $150 (from airline website) Bestflights charges should be $165 as per the intinerary

THANK YOU FOR BOOKING WITH BEST FLIGHTS*** AMENDMENTS ***WE RESERVE THE RIGHT TO CHARGE AN AMENDMENT FEE OFAUD50 FOR EACH CHANGE TO A CONFIRMATION OF BOOKINGONCE THE DEPOSIT HAS BEEN PAID AND AUD100 AFTER THEBALANCE HAS BEEN PAID, THESE CHARGES ARE IN ADDITIONANY THAT THE AIRLINE OR WHOLESALER MIGHT CHARGECANCELLATIONS.

THE MINIMUM CANCELLATION FEE IS LOSS OF DEPOSIT PLUSANY CHARGES LEVIED BY THE AIRLINE OR WHOLESALER WHICHIN SOME CASES COULD BE THE LOSS OF THE FULL AMOUNT.

The fare basis is $1475 and with all the extra taxes and 2% fee for Visa was a total of $1844. I did not pay a deposit, just paid the whole fare, if I had paid a deposit it would have been $165.

I would reluctantly wear a $315 fee ($165 + $150) but I feel $625 a little excessive.

Angela

[MelUser]

It does seem unreasonable. I always ask Bestflights what it will cost to cancel a fare - they have on occasion told me that this isn't known until the time of cancellation but is at least their fee +++.

I have once used Bestflights but that was years ago.

I find that their staff are too inexperienced and that i get wrong info.

What I now do is take a Bestflights fare to my reputable agent and get her to book it - she is experienced.

I wouldn't recommend Bestflights other than for simple A to B and return.

[Dave Noble]

If that is their terms , then you cannot do much about it. I cannot see a reason to use a travel agent just to buy a published fare. The airline has a $150 service fee for cancellation on -HYEE6M fares. A $1475 would seem to be an NHYEE6M

If the agent has a service fee of $475, then just remember to avoid agents for such things again.

Did you take out travel insurance for the trip. If you did, you may find that it will cover you , so worth at least checking the policy

Dave

[Alanslegal]

I (maybe) just pulling at blanks here - but is there anything in BestFlight's booking policy re: children travelling alone?

Assuming there is a requirement that children must travel with a responsible person/adult and BF's still allowed you to proceed to booking, you may try rescind the purchase and request a full refund on that basis.

[AVM]

If that is their terms , then you cannot do much about it. I cannot see a reason to use a travel agent just to buy a published fare. The airline has a $150 service fee for cancellation on -HYEE6M fares. A $1475 would seem to be an NHYEE6M

If the agent has a service fee of $475, then just remember to avoid agents for such things again.

Did you take out travel insurance for the trip. If you did, you may find that it will cover you , so worth at least checking the policy

Dave

As always before I book a fare I read the conditions of booking which included changes to fare and cancellation policy, I have never had to cancel a fare but have had to alter a return date or two and always consider costs before booking.

"We also reserve the right to charge a minimum cancellation fee of AUD $165 per person for International departures which will be in addition to any charges made by the travel provider" etc.

As there is no maximum fee quoted I guess the skies the limit.

AVM

[MEL_Traveller]

If that is their terms , then you cannot do much about it.
Dave

The problem with Bestflights is that they do not publish their policy clearly. They say that cancellation fee will be a minimum of 'their service fee' which is AUD165, plus any fees or charges levied by the airline.

I bought a fully refundable fare via Bestflights (first class, no restrictions) and had to cancel. I was charged AUD465.

I rang the bestflights service centre and was called back by a supervisor. The additional AUD300 was waived.

The AUD300 was a 'fee' I was told, on top of the bestflights 'service fee' of $165.

Of course my case was helped by the fact that it was a full fare, so I could easily work out the airline's cancellations fees (which were zero).

There is plenty that people can do.

As an aside - even if Bestflights listed a $475 cancellation fee, and this was known to customers in advance, the chances of this term of the contract standing up in court are limited. It almost certainly would be considered or a penalty (a term in which the parties to a contract agree in advance to pay a fixed sum on breach of contract which is far out of proportion of the actual loss suffered).

Penalty clauses are not allowed.

(Resonable 'fees' which could be expected to reflect the loss caused by the breach of contract, on the other had are permitted.)

So I would go back to Bestflights.

The second bit of good news is that while Bestflights told me the refund could take up to 12 weeks (standard blurb) I got the money within 6, and the additional AUD300 within a day.

Regards

Mel T

[AVM]

Thanks everyone for your input. I will be taking it further with BF,

AVM