In theory, it was a changeable plane ticket. In practice, it was more complicated.
The traveler had purchased a round-trip ticket online from Expedia. But now, she had to change her travel plans and wanted to return to Montreal earlier than expected. It was easy to get in touch with an Expedia agent, but he was unable to modify the famous return ticket: according to his information, there were no seats available for at least four days.
However, the website of the air carrier involved displayed availability on board several flights per day, every day. After a brief calculation of the various costs involved, the traveler opted to buy a new ticket directly from the carrier, but still got credit from Expedia.
PHOTO FRANÇOIS ROY, LA PRESSE ARCHIVES
When traveling, plans can change.
But why was it not possible to change the return ticket?
The whole question of the possibilities of modification, and therefore of the different pricing classes, is very complex, indicates Andréa Brouillard, program director and teacher at Collège April-Fortier. In his opinion, this militates in favor of using a real travel agent.
It takes a professional to fully understand these terms because airlines have so many different classes.
Andréa Brouillard, program director and teacher at Collège April-Fortier
A spokeswoman for Expedia, Aisha Vernon, explains that the company receives a portion of the available seats on each flight.
“Unfortunately, in this case, Expedia’s inventory was already sold out for each of the desired flights, so we were unable to allow a change,” she said in an email. We activated a credit when canceling [du vol de retour], which is standard procedure. »
RONSTIK PHOTO, GETTY IMAGES/ISTOCKPHOTO
It’s easy to make a mistake when making an online reservation.
Carrier or travel agency?
Does this mean that it would be preferable to do business directly with the air carrier, after having compared the offers of the various airlines?
No, supports Expedia.
“Just as it can happen that Expedia’s inventory for a flight is exhausted, it can happen that Expedia still has seats in inventory for a flight when the carrier is full,” said M.me Vernon.
It is not necessarily preferable to do business directly with the carrier, confirms Sylvie de Bellefeuille, budget and legal advisor at Option Consommateurs.
“We don’t have the same protection as when we do business with a travel agent,” she says. The travel agency has certain legal obligations and contributes to the famous FICAV, the Travel Agency Client Compensation Fund, which can compensate us in certain situations. »
Especially in the case of bankruptcy.
“If, for example, we did business directly with a hotel and it goes bankrupt, we end up with a procedure to do against a foreign company which has financial difficulties, continues Mr.me of Bellefeuille. Whereas with the FICAV, our money will be protected. »
In Quebec, Expedia is considered a travel agency and contributes to the FICAV. Its customers can therefore benefit from this protection. But the fact remains that reservations are made online, without the help of an agent, underlines Andréa Brouillard.
It’s very easy to make a mistake when making a purchase on the web. It is very easy to misunderstand information. There is no one who explains to you what the various regulations, clauses, conditions of use consist of, there is no one who can discuss with you the context of the trip and who can therefore determine what kind of fares would be the most appropriate.
Andréa Brouillard, program director and teacher at Collège April-Fortier
She adds that the travel agent can compare prices more easily because they have access to several platforms, various suppliers and even consolidators. He can also explain the various types of insurance offered and, above all, the exclusions that can be found there.
“That too is very complex. »
The traveler may have to pay professional fees for the services of a travel agent, but in the end can save money by obtaining better prices.
“The typical traveler can decide to organize themselves, it can cost a little less to do business on the web, indicates Mme Fog. But that is if all goes well, if there are no glitches. I can confirm that in the pandemic context of the past three years, those who have done business with a travel professional have gotten their money’s worth. »
“Since then, many people have come back to the agencies to make sure they are well supported and well informed,” she concludes.