FlightCatchers.com review: Overcharged on rebooking

Dear sir/madam

I booked my return flight from Manchester UK to Hong Kong flying out on 19 Jun 23 and return on 23 Aug 23 with Flgihtcatcher/Polani Travel from Skyscanner for about GBP925.00, however, due to family matters I have to change by flight date so I contacted the travel agent Mr. Feroze who told me the fee to pay is about GBP500, he advised me the cheapest date is 27 Sep 23 which is GBP427.94, I felt this is far more expensive than I can afford, I remember that to change ticket is approx. GBP100, but due to immediate decision I have to make so I paid it reluctantly. Then it came to last week on 20 Sept and I felt I need to change my flight again, so my husband rang them in UK and came back said it would cost about GBP500 again, immediately the travel agent Zubair emailed back said the cheapest to rebook is GBP487.89 on the 13 Oct and ask me to pay, he mentioned there is a No Show penalty of GBP400 to pay to the airline. I hesitated this time as it’s far too much to pay so I whatsapp Flightcatcher on 21 September, I am not sure who text me and what he/she messaged are totally misleading, threatened into rebooking the ticket with them. These are the conversations:

Me: From the initial booking there isn’t a term regarding the charges for change of flight date and No Show fee

Agent: The charges we mentioned to you as No Show charges belongs to airline and it will not mentioned in our T&C, but to rebook your flight have handling charge with difference in fare

Me: How come my original inbound is peak season but changed to low season cost more? Where is your terms regarding handling fee?

Agent: As per the Flightcatchers.com T&C, your ticket is totally non refundable and non changeable, but according to airline policy we can change the date with all applicable charges

Me: I do understand there is a fee to pay, but not such a high fee

Agent: Allow me a minute to give you a breakdown regarding your applicable charges

Me: Who should I pay for the No Show fee? I rang the airline and they said they don’t have this policy

Agent: Now you don’t have to pay No Show fee. You can change the date with applicable charges, if you missed your flight then there will be No-Show charges applicable

Me: The plz work out how much I have to pay if I change the date around 20 Oct 23, I don’t expect too much

Agent: Plz find attach screen shot regarding your booking fare rules (which it mentioned the GBP400 No Show fee)

Me: When was there terms show? At time of booking? I don’t think I have these.

Agent: The fare rule generated after the ticket issued, as every ticket have a separate fare rules according to the classes and RBD’s. Plz advise if you can travel on 23 Oct?

Me: Yes

Agent: The cost is GBP463.89, this is the cheapest we are having now, rest of all dates are more expensive due to higher economy classes. This is the fare rules of your reservation as it’s for the internal use, but we have shared with you for your clarification.

Me: As a consumer, I have the right to know what I am paying for. If this is the case, I rather No Show on the 27 and rebook the return ticket from HKG, it’s not worth to pay this much again.

Agent: Yes, that’s why we have shared all the info with you. Then it will cost you more then at due to the No-Show charges, because the new ticket will cost you more than that.

Me: You just mentioned there is No-Show fee, the T&C should be told at time of booking not afterward

Agent: No Show fee will be charged along with the date change fee and difference in fare as well. You need to ask regarding these information while making the booking, coz per terms and conditions tickets are totally non refundable and non changeable. If you change the date now then you don’t have to pay No-Show fee, the charge we quoted GBP463.89 is the difference in fare along with the date change fee. If you missed your flight then there will be GBP400 No Show penalty will be applicable along with the difference of GBP463.89, then total you need to bare GBP863.89

Me: How are you getting the no show fee from me? Can you get it directly from my credit card?

Agent: Can you pick up the phone so I can guide you in details

Me: I can’t decide right now, can’t believe I have to pay this much. It wasn’t a cheap ticket and now I pay double just for changing date

Agent: We really apologies for the inconvenience and understand your condition as well. As a guesture of goodwill we can waive our admin fee to rebook your flight then you need to bare GBP440.89. This is the only option we have and need to finalise your booking asap dure to airline 96 hours policy.

The next day on the 22 Sep I rang airline Emirate directly and asked them if I can rebook my flight, she said yes, the cost is HKD1,168.00 if I fly on the 17 Oct, I asked if the airline has a No-Show penalty policy, she said No, if you don’t turn up on the time of flight, there is no extra fee to pay.

In this case, I felt that I have completely cheated by Flightcatcher people, they tried to scare me the cost would be more if I don’t book with them ASAP, the charge they ask is crazily high, therefore I demand for a refund of GBP200.00 on what was over charged on the 1st rebook on 27 Sep.