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Customers using fly.co.uk were extremely frustrated when they were charged a hidden fee after purchasing their plane tickets. The fees were hidden on an earlier page of the booking procedure. The customer said he thought he was booking a cheap flight with price-scraping website Fly.co.uk and was stunned when he saw the final bill.
He said he expected a total of £65.40 for two return flights between London and Stockholm, but after he clicked the ‘Complete booking’ button it amounted to £146.65 due to a service fee that wasn’t clearly listed. Websites should ensure that fees (especially substantial fees) are not hidden in a way that customers on websites will not be able to see them clearly. This includes fees hidden in long terms and conditions. Unfortunately, Fly.co.uk did not reimburse the customer.
Take away:
- Websites should ensure that fees (especially substantial fees) are not hidden in a way that customers on websites will not be able to see them clearly. In this case a man who purchased an airline ticket had his ticket price doubled with a hidden fee.
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Rajah Lehal: Rajah is the Founder and CEO of clausehound.com. Rajah received his M.B.A. and J.D. degrees, from the University of Western Ontario Richard Ivey School of Business and the Faculty of Law respectively, during which time he was Co-President of Entrepreneurs@Ivey, a student-run entrepreneurship group and, as well, assisted Professor Richard McLaren with the launch of the Western Business Law Clinic. Rajah also received an Honours Philosophy degree from the University of Waterloo, where he also took a significant course load in Mathematics and Computer Science. Rajah worked for more than a decade in the information technology industry, including three years in software development and seven years as an Information Systems and Technology manager at both a major telecommunications company and at a financial services company. Rajah also received his legal training in the corporate law group at Stikeman Elliott LLP in Toronto, as well as internationally for the Technology Media and Telecom group in the Dubai office of Clyde & Co. Rajah is a Technology and Small Business Lawyer and is counsel for the Venture Law Practice Group at Cobalt Business Counsel, a corporate and securities law practice based in Toronto. Recently, Rajah has been interviewed for a Financial Post podcast and by the Globe and Mail for his work at Multiplicity, and has joined the Loan Review Committee Member for the CYBF Spin Master Innovation Fund and was asked to judge the Ivey IBK Business Plan Competition. Rajah is also on the board of directors of Sky’s the Limit charity that provides laptops to youths in need and is Canadian Responsible Leaders Chapter Head for the BMW Foundation. Rajah continues to be an active member in the start-up technology industry nationally and internationally.