Travel firms under pressure to ditch premium phone numbers
Jet2.com has moved swiftly to reduce its customer call charges after its use of a premium rate number was slammed in a report by Which? published today.
The consumer rights association found that the airline’s charges of 60p per minute on an 09 number was the highest in the industry.
Jet.com quickly issued a release stating that from October 20 its calls to make a booking would be free and calling its general enquiries number would be charged at the national rate.
Which? has also called on the 70% of travel companies that use premium rate numbers for customer services or complaints to ditch them.
It found that airlines including Ryanair, Monarch, FlyBe, KLM, Aer Lingus and Lufthansa use 0871 numbers for reservations, complaints or other customer enquiries, with typical costs ranging from 10p per minute to call from a landline, more if called from a mible.
It also found 15 of the biggest train operators use 0844 or 0845 numbers for their customer helplines. These numbers are not generally included in inclusive call packages from mobiles or landlines.
Following its investigation of 76 firms, Which? has renewed its call for travel companies to be forced to comply with the EU Consumer Rights Directive, which states that customer helplines must charge no more than the basic rate.
The Government is currently consulting on whether to include travel, timeshare and package travel in the ban.
Which? executive director Richard Lloyd said: "Going on holiday is meant to be a pleasure but there is nothing fun about being whacked with a costly call.
"It’s a disgrace that people face bumper bills just to ask a question or make a complaint about their travel booking. The Government should close the loophole that allows travel companies to use costly phone numbers without delay."
Other findings from the Which? travel investigation include:
· 24 of the 38 airlines looked at give high rate numbers for customers to call for customer service or to complain
· 11 ferry companies give 0871, 0872, 0845 or 0843 numbers for customers to call for customer service
· Coach firms National Express and Eurolines use 0871 numbers for both customer service and complaints. Green Line also uses an 0844 number for both, while Megabus has an 0871 number for customer service.
Linsey McNeill
Editor Linsey McNeill has been writing about travel for more than three decades. Bylines include The Times, Telegraph, Observer, Guardian and Which? plus the South China Morning Post. She also shares insider tips on thetraveljournalist.co.uk
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