What's Your Problem ?
 
I recently booked flights with a budget airline for a European City break. When I got to the airport I found that, despite having e-mail booking confirmation, we weren't booked on to the flight. My credit card statement shows that I paid for the tickets, but the airline won't take telephone calls and hasn't responded to the letter I sent six weeks ago.
The recent boom in the booking of flights direct with airlines, with tickets costing so little, has resulted in a series of headaches for people who feel they've been poorly treated.

As always when purchasing a service, the service of the airline must be 'carried out with reasonable care and skill', and 'carried out within a reasonable time'.

The service must also be as it is described in the contract. If the contract includes terms which try to take away your statutory rights or which are unfair, they cannot be enforced.
If it says that you have a guaranteed seat and you do not, then this would be a breach of contract for which you can expect compensation.

If you're 'bumped off' a flight within the European Union because of a lack of available seats, you may be able to claim compensation under the European Denied Boarding Compensation regulations.
The question of at what stage a contract actually exists when buying online is quite contentious: some say it is when e-mail confirmation is received by the customer, but this has not yet been tested in law. It's best to seek advice from a trained advisor on this point.

In 2002 the Air Transport Users council set up a series of voluntary commitments for airlines covering reservations, delays, information, refunds and compensation (these can be found at www.auc.org.uk). But they are 'voluntary', and many of the budget carriers don't subscribe to this code.

If the airline's particularly reluctant to respond to your letters, you can also seek redress through your credit company. If you booked by credit card and the total you paid was more than £100, then the credit card issuer is also jointly liable for any loss under Section 75 of the Consumer Credit Act.
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