Bmibaby update
Post categories: holidays
| 19:30 UK time, Monday, 2 November 2009
Last week we featured bmibaby, and asked why the budget airline seemed to be the only one to charge passengers for inputting their passport details at check-in.
The details - known as Advance Passenger Information - API - are used for security purposes. And bmibaby say they ask passengers to provide the information in advance, on their website and by email.
But last week we featured Catherine Evans from Cardiff and Bev and Richard Davies from Llantisant who were charged £5 for each member of the family, for each leg of the journey, because they hadn't registed their passport details before arriving at the airport.
And they weren't the only ones. Since we broadcast that item last week we've heard from loads of you - all complaining about unexpected charges you've had to pay when you've checked in for your bmibaby flight.
Stuart McKay from Neath told us, that just like Catherine, he received his e-mail asking him to provide passport details when he was already on holiday... and after he'd paid up at the check-in desk.
And Will Coleman from the Rhondda says he was charged for his API data at the airport despite being certain that he entered the information online - not once but twice.
And some customers who'd booked through a travel agent or by phone told us they had no way of knowing that their passport details were required, until they were asked to pay up at the airport.
And as some of you pointed out - complaining to the airline is pretty expensive - as their website directs passengers to a premium rate phone line.
As we're always telling you on this programme - it's always best to put your complaints in writing. We asked bmibaby to provide their passengers with an address - and you CAN now write to them. This is their address:
bmibaby customer relations
PO Box 737
Castle Donington
Derby
DE74 2XP
The airline says that passengers should provide the following details on all correspondence to the customer relations team:
- Passenger names
- Booking reference
- Flight details - route and date
And if you're still unhappy you can also contact:
Air Transport Users Council
CAA House
45-59 Kingsway
London
WC2B 6TE
Phone: 020 7240 6061 (Consumer advice line Mon to Thurs 9.30am to 2.30pm)
Fax: 020 7240 7071
Email: complaints@auc.org.uk
