UK APD refund

[wrldtrvllr]

I am trying to organise a UK APD refund as I have connecting flight into LHR.

Previously I emailed the outbound airline the request and refund was duly completed. However in this instance the booking is through a travel agent and I have been advised I must go through them to make the refund request.

Agent has advised there are 2 options:
1. reissue another ticket, refunding the original ticket - however the fares have increased quite a bit since the initial ticket issue
2. get CX (outbound airline) to reissue ticket without the UK tax; this will incur their $110 service fee plus and difference in taxes, fuel surcharges will need to be paid for

Does this sound right? Is the agent just shriking their duties? And making it difficult for the customer in the hope of them giving up? Any experts out there on this?

Outbound flight is on CX, connecting inbound is on BA - interesting thing it that both were booked at the same time on the same reservation by the agent (and each e-ticket receipts show the tax components).

 

[NM]

If the refund request due to an error in calculating the "taxes" by the TA when originally issuing the ticket? If so, then the TA should fix it at no cost to you.

Or is the refund requested because you have subsequently purchased an additional ticket that results in the UK stop now being a transit? If so, then its not the TA's fault and the ticket will need to be reissued and the standard re-issue fees and conditions should apply.

 

[wrldtrvllr]

If the refund request due to an error in calculating the "taxes" by the TA when originally issuing the ticket? If so, then the TA should fix it at no cost to you.

Or is the refund requested because you have subsequently purchased an additional ticket that results in the UK stop now being a transit? If so, then its not the TA's fault and the ticket will need to be reissued and the standard re-issue fees and conditions should apply.

Well both tickets were issued at the same time - agent has given one reservation number. e-ticket receipts are basically sequential (barring there are 4 passengers on the reservation) - though there is a separate one for BA, and one for CX. Does this then sound like it is the agent at fault? Why is it soo hard to find a competent agent...

 

[NM]

Check the rules outlined by the UK Government as to the definition of what constitutes an exemption for connecting flights and different tickets:

4.4 Tickets

In addition to the time related criteria, the agreement for carriage must be evidenced by a ticket which must show the:

* airport from which the passenger intends to depart
* date and time of his intended departure, and
* airport at which he intends to arrive.

The connected flights must be detailed on the same ticket or conjunction tickets to qualify for the exemption. Tickets can only be regarded as conjunction tickets if:

a. they are in one booklet, or

b. where they are in separate booklets:

* each refers to the other and states that they are to be read in conjunction, or
* there is a summary of the flights constituting the passengers journey including the flights in question.

c. where the tickets are purchased online, they are purchased at the same time through the same portal.

Although the flights may meet all the other criteria for determining whether two flights are connected, they will only qualify for the exemption if the connection is evidenced on the ticket or a flight summary.

So it depends on how the tickets were purchased and issued.

 

[serfty]

So basically, the agent stuffed up and should have issued the tickets as "Conjunction Tickets".

 

[NM]

So basically, the agent stuffed up and should have issued the tickets as "Conjunction Tickets".

Providing the fares used allow for conjunction tickets.

 

[serfty]

Providing the fares used allow for conjunction tickets.

If they didn't then the agent may still not have been doing their job properly given that APD can be quite a significant impost.

i.e. If cheaper:

• for two fares not allowing conjunction tickets with APD payable then book that (in which case this thread shouldn't exist).
  
• for through fare or on fares that allow conjunction tickets then the agent should have booked these in the first place.

It is the Agent's responsibility to look after the passenger in this way.

 

[NM]

It is the Agent's responsibility to look after the passenger in this way.

Indeed, and to explain the reason for issuing the tickets they way they have. There may well be a valid reason (i.e. it was cheaper per your first point) or it may have just been laziness or incompetence.