Customer Contact

More than 2,000 British Airways passengers have had their tickets cancelled because the prices were too cheap, a travel agent has said.

Travel Up chief Ali Shah said he believes another five agencies also sold tickets through the airline’s mistake. BA has apologised for the error on flights to Tel Aviv and Dubai but refused to say how many were affected.

Customers said they were angry their tickets are not being honoured.

Mr Shah said flights normally costing more than £200 were advertised for £1 plus airport taxes, which can be several hundred pounds, between 17:45 BST on 11 June and 11:00 the following day.

The agent, who said more than 2,000 of his customers have been affected, said: “It’s very cruel for the customers because they have booked these flights in good faith and expected it to be honoured.

“But I can also understand British Airways’ position, it’s a human error.”

Mr Shah said all affected customers are being contacted and BA will provide a full refund as well as a £100 voucher.

Travel Up customer Ash Dubbay, from London, says he had booked a return flight to Tel Aviv for £195 but now has to pay about £1,000.

Mr Dubbay said he thought the tickets were cheap but “not far-fetched” and comparable with other airlines. He said the firm should honour the flights.

Mr Dubbay said he was “annoyed and angry” and the voucher would be of “no help” as it will not cover the cost difference for new flights.

He said: “I’m very disappointed and let down by British Airways.

“If I wanted to cancel my tickets I wouldn’t have been able to but it seems like they can just do what they want.”

Another customer, Esther Vadia, had booked six tickets to Tel Aviv for £167 each and a seventh for her son later in the year for £195.

‘Not excessively cheap’

All have been cancelled. She says she is unable to afford to pay for other flights and although she will be refunded, she will still have to pay credit card fees for the cancelled tickets.

Ms Vadia also said she would end up losing more than £1,000 on non-refundable accommodation in Israel.

She said: “If you go to a supermarket and buy something for cheap, they cannot come after you later and say you have to give it back.

“So how can an airline do that? Besides, I don’t think the tickets were so cheap as to be unbelievable.”

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