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Travel agent sends couple to the wrong San Jose

November 29, 2013 Corporate, Headline News 4 Comments Email Email

egtmedia59It’s not that long since a British woman booked a holiday flight to Granada in Spain and found out in the air that she was headed instead to the Caribbean island of Grenada, a continent away. Now, a travel agent has committed a similar blunder when booking a client.

Long-established UK travel agency chain Thomas Cook, through its online arm Netflights, apparently managed to send a couple to San Jose in the USA rather than San Jose in Mexico.

The two cities are about 2400 kilometres apart. 250x250

According to Britain’s Daily Mail, the couple spent 20 hours travelling to what they thought would be a reunion with their 21-year-old daughter who had been working for eight months in San Jose, Mexico. Instead, they turned up in San Jose, California – wrong country.

The trip cost them the equivalent of AUD 5700, according to the paper. They discovered the error on landing and then had to shell out another AUD 1400 to fly to the right city (and the right country).

The British couple apparently believed throughout the whole flight that they were headed to Mexico and even carried on believing it after landing. They learned the truth only when their daughter phoned them, concerned because she couldn’t find them at the airport.

It seems the booking was made through Netflights, one of Britain’s leading internet-based travel companies, owned by the Thomas Cook Group since 2008. Netflights apologised to the couple, stressed that such blunders were “extremely rare” and offered a initial refund of about AUD 1420 and a AUD 180 goodwill voucher, which it quickly increased to AUD 2500.

Written by : Peter Needham

Currently there are "4 comments" on this Article:

  1. This situation bears an eerie resemblence to the question Dione Warwick asks in the 1968 Burt Bacharat song, –
    Do you know the way to san jose? / I’ve been away so long. I may go wrong and lose my way. /
    We’ll never know if Dione’s travel agent made the correct arrangements as the song ends –
    Can’t wait to get back to san jose

  2. Say it is not so says:

    Honestly let’s get real, where is consumer responsibility?
    When the agent (I assumed) advised the travellers they required an about obtaining an ESTA for the USA, did they not start asking questions?

  3. The travel agent did not send them there…..they did it all on their own..using an online booking agency.

    I call BS on the headline. A travel agent would have noticed the difference of countries…. The trouble with do it yourself travel is the money you ‘save’ is ‘lost’ as you don’t get the best deals or even the right cities. Talk to human, talk to/work with an IATA/AFTA/ASTA registered travel agent.

  4. Sali Marinkovich says:

    I agree 100% with INDUSTRY TRAVEL ASIA……….get that headline DOWN!!!!

    Had they used a Travel Agent and dealt with this person directly the error would not have occurred…..

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