An OTA has been ordered to ensure flight prices are accurate after a compliant to the advertising watchdog.
The Advertising Standards Authority upheld a complaint against flights and holidays firm Travel Crew, the trading name of Romford-based Trav Expert.
The ruling came after a consumer, who was quoted a higher price for flights to Buenos Aires than the one listed online when they tried to book in April, challenged whether the listed prices were misleading.
Travel Crew argued that its website was static and did not update in real time, pointing out that its terms and conditions stated that the prices advertised were indicative and could change before booking was completed.
The company said prices were stated as “from” to indicate that the rate advertised was a starting price for flights but that availability changed rapidly and the starting price advertised might not be available when a customer tried to book.
Travel Crew said the advertised prices included taxes but additional fees and surcharges might apply, depending on the airline and the flight chosen.
The firm added that it aimed to provide clear information to consumers on those potential additional costs.
The ASA said: “We acknowledged that Travel Crew were an agent and did not provide flights directly themselves. Nevertheless, we considered they needed to hold evidence which showed that the prices advertised were genuine and not misleading. We had not seen that evidence.
“In addition, there was no information in the ad which stated explicitly that availability was limited and that prices were subject to change, nor was there anything to say when the advertised prices were last checked (therefore, how long since the prices were valid).
“Because we had not seen evidence from Travel Crew that the prices advertised were genuine and included all non-optional fees and charges, and because the ad did not state when prices were last checked, that they were subject to change, and that availability was limited, we therefore concluded that the ad breached the [advertising] code.”
Confirming the ruling, the ASA added: “We told Travel Crew to ensure that they held evidence to show that advertised prices were genuine and included all non-optional taxes, duties, fees and charges that applied to all or most buyers.
“In addition, if availability was not updated in real time, they needed to ensure their ads stated prominently when prices were last checked, that availability was limited and that prices were subject to change.”