Travel rapped for high rate phone lines

Travel rapped for high rate phone lines

Which? calls for rates to be hung up

Which? calls for rates to be hung up

Some companies still charge high call rates
Some companies still charge high call rates

Travel companies have been criticised for charging customers a high rate when calling customer service or complaint numbers.

The consumer organisation found Jet2.com to be the worst offender charging 60p per minute on a 09 premium line.

However, the airline announced yesterday its booking line will be free to call from 20 October when its call centre is moved from South Africa to Leeds. Its enquiry line will charge the national rate.

Ryanair, Monarch, Flybe, KLM, Aer Lingus and Lufthansa were all criticised for using 0871 numbers, while 15 of the largest train operators also use 08 helplines.

Which? has now called for travel companies to be included in the EU Consumer Rights Directive (CRD), which says customers must not pay more than the basic rate. This is currently under review by the government.

“Going on holiday is meant to be a pleasure but there is nothing fun about being whacked with a costly call. It’s a disgrace that people face bumper bills just to ask a question or make a complaint about their travel booking,” said Which?’s executive director Richard Lloyd. “The government should close the loophole that allows travel companies to use costly phone numbers without delay.”

The campaign is Which?’s second against the travel industry in a matter of days, after earlier this week naming the travel companies that are still charging excessive card fees.

Gary Marshall
Written by:
Gary Marshall
Posted On:
Posted In:
Tour Operators