ASA rules against Page & Moy and Lufthansa

ASA rules against Page & Moy and Lufthansa

Page & Moy has been rapped by the Advertising Standards Authority for not making a flight supplement clear in a brochure.

The advertising watchdog upheld a consumer complaint over a £805 holiday to Montenegro which then carried a £386 per person flight supplement after the deposit was paid.

The brochure issued in July said: “Additional fuel/flight supplements may be applicable and you will be informed of these at the time of booking”.

But the ASA said: “Because the cost of the flight supplement of £386 was not made clear to the complainant at the time of booking we considered the claim had not been substantiated and concluded that it was misleading.”

The operator said the supplement in this case was exceptionally high and it understood the complainant’s concern.

The ASA also upheld a complaint against Lufthansa over misleading flight prices on its website in August.

A consumer complained that flights to Sibiu from £169 and Timisoara from £169 could not be obtained as the advertised prices.

The German airline said it operated a very complex revenue management system with ticket availability constantly changing. It said it believed the information provided was a “strong indicator” that the advertised fares had been available and had been purchased by consumers.

The ASA ruled that Lufthansa should include more information in the conditions of advertised fares in future and “to retain evidence that demonstrated tickets were available in sufficient quantities at the advertised prices”.


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