Earlier this morning, we received a message from a Lithuanian student finishing her studies in England, badly needing a flight to return home. Extensive online searches finally led to a choice, which was largely dictated by price: the cheapest option was offered by TerminalA. £88 for a three-leg flight seemed OK, even if the trip had to take the whole day.

The reservation was made on 4 June, for the flight Gatwick-Copenhagen-Riga-Palanga on 25 June. The first leg is served by Cimber Sterling, the rest by AirBaltic. The AMADEUS confirmation number was given: ZXA6BT.

Everything seemed OK until four days later.

On 8 June the passenger receives the following email:

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Dear client,

I am sorry to inform you but we cannot issue the tickets that you reserved with us due to the Airline company in question not allowing us to issue electronic tickets.

We have however found an alternative flight for you presented below for your booking; ZXA6BT
QI5762  25JUN  LGWCPH  0940 1230
BT 136  25JUN  CPHRIX   1505 1805  
BT 033  25JUN  RIXPLQ   1915 2000

This alternative is 159.84 Euros more expensive than the original reservation that you did with us. You can thereby choose either to proceed with the reservation or to cancel it. In both cases you will have to reply to this e-mail; in case of accepting the new premises of the reservation, please write that you agree to the new price and timetable given to you. If you on the other hand would like to cancel the reservation you simply inform us in addition to this message. [...] In any case we will have to have your answer before 18.00 hours Spanish time of tomorrow in order not to loose your reservation.

No charge of any kind has yet been made on your credit card since your tickets has not been issued.

Thank you and sorry for any inconvenience.

Kind regards,
Javier Ruiz
Terminal A

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Well, exactly the same flights but 160 euros more expensive ... and for a very strange reason, knowing that most airlines in Europe now issue electronic tickets. And all this after the flight had been confirmed. Furthermore, it's only 2 weeks left until the flight and all the remaining possibilities are much more expensive.

On the same day the passenger replied, confused as to why she should pay more, considering both Cimber Air and Air Baltic use electronic ticketing and have an interlining agreement. She even offered to receive printed tickets should this be necessary.

This has prompted the following message from TerminalA:

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Good afternoon,

We are sorry for the the wrong email you received.

The increase of the price is due to the airline not confirming the seat you originally requested.

We managed to retrieve your booking , exactly the same flights, but the airline could only confirm an upgrade (from class Z to S).

Please, indicate if you accept new price so we can proceed with reservation.

Sorry for any inconvenience.

Kind regards,
Javier Ruiz
Terminal A

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The passenger has not cancelled the reservation yet. She is unsure what her rights are. Once the booking has been confirmed and a reservation number given, does this form a contract and is the agent allowed to modify the terms of the contract?

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