Service Fees Hidden in Website Contract

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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.

Read the article here.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.