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Richella Heekin And Ben Marlow £1,200 Out Of Pocket After Booking Holiday Flights From The Wrong Birmingham Airport

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28/04/2016 16:15

A couple from the West Midlands have been left £1,200 out of pocket after they accidentally booked a dream holiday from the wrong Birmingham airport - and only realised when they showed up to fly.

Richella Heekin and Ben Marlow shelled out £1,200 for their trip to Las Vegas but mistakenly booked their flights from Birmingham in Alabama rather than the one here in the UK.

Richella had booked the getaway on lastminute.com as a surprise birthday treat for her husband.

Trinity Mirror

“When we turned up at the airport we couldn’t find the flight details anywhere," Ben said.

“We approached one of the desks and they told us our holiday was booked from Alabama.

“I was gutted – more for my partner than for me.

“She had told everyone and she was really upset. She was distraught and we didn’t know what to do. It’s embarrassing because everyone was really happy for us.”

lastminute.com
Birmingham Alabama comes up as the first option on lastminute.com

 The mistake appears to have come about because Birmingham, Alabama Airport comes up first when searching. 

“It’s a common mistake apparently – but if that’s the case the company’s website should make it more clear," Ben said. “We are just going to have to start saving from scratch again.”

A spokesperson for the company told the Birmingham Mail: “While not an error on our behalf, we do feel very sorry that Richella and Ben only realised this choice of departure was incorrect once at the airport.

“This is when they contacted our customer service team, who did their best to assist on the day of travel. However there were no other flights available which could have been booked as an alternative.

“We take customer satisfaction very seriously and are committed to always finding the best possible solution. We have since contacted the airline and the hotel to ask whether any refund would be available.

“Unfortunately, as per the terms of conditions of the booking, this is not something that can be provided. Such cases are extremely rare.

“However we would like to take this opportunity to advise that customers check all details when making a booking, in particular departure and arrival airports (including airport codes) along with dates and times of travel.”

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