Travel Agency Shells Out $120,000 Due to Quality of Ticket Error
In a recent court ruling, a travel agent has been ordered to pay over 121,000 rubles to a tourist following an error in booking flights for a fall vacation. The error resulted in the tourist not having return tickets, causing them to urgently and at their own expense purchase new return tickets before departure.
The lawsuit, which initially demanded a refund for the new tickets, expired tickets, and compensation for moral damages, totaled over 200,000 rubles. However, the court significantly reduced the demand, citing a lack of evidence that a ticket change procedure was possible before departure.
The tourist had initially written a pre-trial complaint but did not receive a response. The court's decision was based on the travel agent's failure to assist the tourist promptly when the error was discovered.
The error occurred in March of the previous year, and the tourist had to purchase return tickets from Sochi to Tyumen at their own expense. The court's decision requires the travel agent to pay the plaintiff the reduced amount, marking a significant win for the tourist.
The travel agent's representative argued that the tourist could have changed their tickets, but the court found the argument invalid. This case highlights the importance of travel agents ensuring accurate bookings and providing prompt assistance when errors occur.
Legal responsibilities of travel agents when booking flights and accommodations generally focus on providing accurate information, correctly processing bookings, and acting as intermediaries between customers and travel service operators. Travel agents typically do not bear liability for the actual travel services provided by third-party operators, unless errors or faults are directly caused by the agent themselves.
This case serves as a reminder for both travel agents and customers to prioritise accuracy and transparency in booking processes, and to act promptly when issues arise. Customers should document and report issues as soon as possible to enable compensation claims.
[1] [Travel agents and the law](https://www.legislation.gov.uk/ukpga/1992/36/contents) [2] [Package Travel and Linked Travel Arrangements Regulations 2018](https://www.legislation.gov.uk/uksi/2018/634/contents/made) [3] [ABTA Code of Conduct](https://www.abta.com/consumers/abta-protection/abta-code-of-conduct) [4] [ATOL Certificate Holder's Manual](https://www.atol.org.uk/sites/default/files/2019-10/ATOL-Certificate-Holder-Manual-2021.pdf)
The court's decision underlines the travel agent's financial responsibility for ensuring accurate flight bookings and providing prompt assistance when errors occur. Given the events, it's crucial for the tourist to consider the role of lifestyle management, including travel arrangements, in maintaining their financial stability.
