Consumer Columnist at Times Media, Wendy Knowler wrote a column alerting consumers to the fact that there is an Act which protects them against flights and hotel overbooking.
According to Knowler, The Consumer protection Act states that if a company accepts a reservation and then fails to supply the goods or service at the agreed time and place - or something similar or better - because of lack of stock or capacity, the company must refund the consumer with interest, plus compensate them "for costs directly incidental to the supplier's breach of contract".
She says that she hasn’t had complaints on flights overbooking lately, but was recently intrigued by a case on hotel overbooking. She says the customer was totally unaware of the Consumer Protection Act, which could be the case for many people.
Listen to the full conversation below:
So the Act says if an organisation overbooks, and is unable to supply somebody with a paid ticket or reservation on the day and time, they must either refund them with interest, plus compensate them with whatever costs the customer incurred because of the overbooking— Wendy Knowler, Consumer journalist at Times Newspaper
If the consumer accepts the offer of a comparable or superior substitute, no compensation is necessary— Wendy Knowler, Consumer journalist at Times Newspaper