Overcharging
Customers report being charged more than agreed, or unexpected fees appearing.
13,858complaints of this kind in the census
1,033companies affected
37%graded severe
Where to escalate
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
- Financial Ombudsman Service — Free and independent for banking, insurance, credit and payments — after you have complained to the firm and waited up to 8 weeks.
What people actually describe
“it booked for August 3rd. When I noticed this it cost me an extra $348.00”
“Fees, seats and chages added over $300 to our flight.”
“You charged me for a seat that you said was $0”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Xoom, A PayPal Service | 270 | 30% |
| Ryanair | 255 | 30% |
| Virgin Media | 226 | 12% |
| RAC Car Insurance | 186 | 27% |
| Western Union | 177 | 17% |
| loveholidays UK | 177 | 13% |
| T-Mobile | 171 | 18% |
| Sky | 165 | 10% |
| E.ON Next Energy Ltd | 161 | 11% |
| Expedia | 160 | 13% |
| On the Beach | 159 | 8% |
| EE | 148 | 7% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.