We phoned them on two occasions to clarify whether we were allowed to check in luggage on our flight and whether it was included in the cost of our flight. The first person we spoke to said 'yes' to both of these questions and that they would send email confirmation. They didn't so we phoned again. This time we were told that check in luggage was not included in the price we had paid and that we would have to pay £50 at the airport to take luggage with us. She then told us that if we joined 'flyblue' we would get one item of luggage checked in for free. We did this, then phoned Air France to check. Turns out this was also completely false.
### Response to Comment Below
The booking confirmation has a column for baggage. This column is empty. This is why we felt it necessary to confirm with your customer service team, who gave us the wrong information...twice.
These conversations took place on the phone as all the email responses we got were automated and didn't answer our questions.
I had a great experience buying on tripsta.co.uk had a wonderful holiday and would use them again I got a flight to bangkok for £532 which other companies were charging £797 so 5 stars for price and customer service
Needed to cancel my flight cause of an emergency. Called the company at least 10 times in 20 minutes and not one picked up. Sent them an email twice already since last week and still not one reply. Very disappointed. 24/7 operating service? I call that BS....
I needed to find the booking confirmation for an older flight that I had booked via tripsta.co.uk, in order to reclaim missing frequent flyer points. Even though I had already taken the flight two months prior to my request, the team at tripsta was very helpful and accommodating. Within a couple of days and by exchanging only two emails, they retrieved and sent me my old booking reference. I'm happy with the level of service I received, considering that they didn't have to help me out.
This company quietly added on surcharges it had already said didn't apply. They slipped them in at the last step of payment without highlighting the fact, so I felt duped. The subsequent dialogue with cust services has shown them as totally arrogant and unwilling to recognise this practice as unacceptable. Totally awful.
I have a very bad experience with this company. I booked a domestic flight for my Indian trip recently. I paid approx. 52 pounds for the flight. unfortunately my passport wasn't returned in time for my trip so I had to cancel this flight. when I was cancelling my flight, I was told approx. of £15 will be charged by the airline and a penalty of THIRTY POUNDS will be taken by the company because of the service they provide! what service they have provided??? apart from I used their platform to book the ticket online, and paid £0.26p per minute to speak to their customer service to discuss my cancellation. I really don't think it is fair for them to charge this £30 for nothing. So I personally will never use this site again and will also tell all my friends of such.
I have recently used Tripsta, an online booking agent, to book flights on Virgin Australia from Sydney to Wellington. I had selected the flights using skyscanner on the iPad and Tripsta was the default booking site associated with that flight.
I proceeded through the booking process without apparent problems, but upon receiving confirmation of the flights, noted that no checked-in luggage had been included in the booking. I repeated the booking process and indeed, luggage was never mentioned at any stage of the booking process. I'd used Tripsta just a few weeks prior to book some other flights and in that instance baggage WAS included, so naturally my assumption was that it would be.
I queried this with the Tripsta customer service team and they pointed out that the baggage policy for this flight was tucked away in the back of the terms and conditions and that I would need to buy baggage directly from the airline. My suggestion to them was that checked in baggage was very fundamental to the booking process and to exclude it, without notifying the customer, could be considered misleading. Addtionally, they refused to purchase the baggage on my behalf from the airline, even though the airline told me that they were only able to deal directly with the agent.
Unfortunately, dealing with the customer service team was a frustrating and fruitless experience. Often the responses were slow and when they did respond, the answers were often little more than generic template responses that did not address my specific situation or questions. At the end of a month of correspondence, I did not have any assurance that the issue was being looked at, or would be addressed.
In the end, I wasn't able to buy any baggage prior to the flight meaning I had to pay an extortionate fee at the airport. I was left about $120 out of pocket from using Tripsta instead of going directly to the Virgin website.
My advice is to avoid this agency altogether. They are clearly not a customer-centric company and have no interest in correcting an issue where customers are being mislead - be it intentionally or not.
Overall, this was an extremely disappointing and frustrating experience.
---------------------------------------------------------------- Updated for Tripsta response on 4 April 2014 ---------------------------------------------------------------- Thanks for your response. However, unfortunately it is once again wide of the mark. As per my review, the booking was through the iPad skyscanner app. As you should be aware, this does not direct the user the Tripsta website, but uses some kind of app add on to complete the booking. I reiterate that at absolutely no point in this process was it mentioned that bags weren't included.
While it is tucked away deep in the terms and conditions, I don't think it is reasonable for your customers to go searching through fine print to discover something so fundamental about their booking.
...and yes, it was included in the ticket which is where I noted that it wasn't included, but at this point it was obviously too late, so I'm unsure of the relevance of this?...
I would say I have had a fifty fifty success rate in getting from the search results to actually buying a ticket. Quite often the ticket turns out to be unavailable meaning you have to start all over again. Then there are the absolutely ridiculous charges for using most cards to complete payment. This is the only site I know that will charge over 6 quid to pay by Mastercard. Cunningly they hide this fact until the very last moment after you have spent half an hour trying to get results that are valid and are so exasperated that you grudgingly accept it just to finish before the site or session times out.
it has been alot a hard time to find out how to print my plane ticket. They just put down on paper your flight booking numbers and you have to print it on your own on the airline company's website, and it wasn't an easy task. Other than that everything was ok.
As a frequent traveller I have been using Tripsta for the last 3 months or so, I have, on more than one occasion in that time had cause to change travel dates at the last minute, the staff at Tripsta have been very helpful in making sure that these changes are carried out as easily and economically as possible.
I booked couple of flights with this company. First flight was perfect. Second flight I bought in a harry, I didn't check myself so partially that's my fault as well. And this flight had a stop over for 30 min prior to my next flight (check-in closes 40 min before flight departure) so technically it's not possible. And it shouldn't be offered to me in the first place. I had e-mail from the Tripsta saying that my flight cancelled but I had a chance to check my e-mails only 3 hours before my flight. While I tried to find alternative to this flight at the information desk 2 other man joined me with exactly same problem. Tripsta refunded me cost of the ticket automatically. Hard to rate really: 1st flight - 5 stars, 2nd flight - 2 stars.