Advertisment
The advertisers’ website provided the itinerary for a Mediterranean Cruise alongside the following information:
“Cruise Details
Cruise Ship: FLY/CRUISE OFFERS
Accommodation: Cabin
Cruise Duration: 10 Nights
From: 13-May-2016
Depart: Dublin
Cruise Includes: flights, tax, transfers, 10 nights full board.
€919 pp
Book now”
Complaint
The complainant considered the advertising to be misleading as the details page of the advertisers’ website indicated that the cost of the Cruise was €919, however, when the complainant enquired about booking, they were informed that the cost would be €1,500 as the cabin applicable to the price of €919 was no longer available. The complainant was further informed that the advertisers had removed the offer from their website, when the complainant reviewed the website however, the offer was still there.
Response
The advertisers said that all prices quoted by them would have been available at the time they published their offers, however, it appeared that the particular cabin requested by the complainant was unavailable at the time they tried to make their booking. They said as a company they held their reputation in high regard and would never intentionally deceive their customers.
The advertisers also said that the price advertised would have been a ‘from’ price and this would also have been referenced in their terms and conditions.
Conclusion
Complaint upheld.
The Complaints Committee considered the detail of the complaint and the advertisers’ response. The Committee accepted that cabin types on cruises were subject to availability, however, they noted that there had been no reference on the advertisers’ details page to the fact that the price advertised was a ‘from’ price and depended on cabin availability. The Committee reminded the advertisers that when advertising offers of limited availability, they should ensure that consumers are aware that the price advertised is subject to availability either by stating as such or indicating that the prices advertised are “From” prices. In the circumstances the Committee considered the advertisement to be in breach of Sections 2.22, 2.24 and 2.41 of the Code.
Action Required:
The advertising should not be used in the same format again.
