Frequent flyer claims he was misled by Bristol Airport parking ‘scam’

A frequent flyer at Bristol Airport said reward code users seeking a discount on parking were being “deliberately misled”.

Hamish Douglas, from Clevedon in North Somerset, spotted an issue with the airport’s Silver Zone rewards scheme while booking parking for five days on 20 July.

With his discount code, Mr Douglas was quoted £95.20 for five days of flexible parking. A non-flexible booking with no discount was £60, but he was not shown this cheaper option when attempting to book with a code.

A spokesperson for Bristol Airport apologised for the inconvenience and said the error had been fixed as of Thursday.

The public can sign up for the free Silver Zone rewards scheme through the airport’s website.

Mr Douglas became a member a year ago, as he flew with his wife to see family in Northern Ireland approximately once a month.

He said: “It’s a 15% discount on airport parking – you’re not going to say no.

“Since that point a year ago, I have booked Silver Zone parking – which I’ve done about three times – putting in the rewards code and it would take you through to the next stage [of the booking].”

Mr Douglas said he forgot to use the code for his most recent trip and his wife found a non-flexible booking without a code was £35.20 cheaper.

He said: “What we found out is, when you put in the reward code, it doesn’t show you the more affordable, cheaper option.”

Mr Douglas added: “I’ve always said parking at Bristol Airport is a scam, and it turns out it is.”

A spokesperson for the airport said: “The issue on our website has now been fixed and the Rewards promotional code can be applied to this product.

“We would like to thank the customer for highlighting this issue and we are sorry for any inconvenience caused.

“We offer a range of car parking options, which customers can unlock discounts for, as well as Fast Track security, by signing up on our website for Rewards emails.

“In addition they will also receive the latest offers from airlines.”

When asked how long the issue has been going on for and whether those affected by the error will receive compensation, an airport spokesman said: “The ‘Silver Zone Non-Flex’ pricing category is a new product for our customers.

“As explained, this product and lower pricing category does come with some restrictions when it comes to cancelling or amending a booking.

“We do offer regular promotional offers throughout the year. Any customers experiencing problems applying promotional codes should contact us directly.”

A spokesperson for the Advertising Standards Authority (ASA) said the “advertising rules are clear”.

They said: “Ads must not materially mislead people, or be likely to do so. In particular, price statements shouldn’t mislead by omission, undue emphasis or distortion.

“Whilst the ASA can’t comment on whether or not an ad has broken the rules without a formal investigation, we always encourage anyone who has a concern about an ad they’ve seen to get in touch.”