I welcome the Minister of State to the House. While I am aware he does not have direct responsibility for the matter I raise, I ask him to communicate it to his colleagues.
The matter which has been brought to my attention in recent weeks relates to a special exclusive offer by certain well known retailers. The retailers indicated that if customers collect a certain number of stamps they could avail of two reduced flight fares late this year or early next year to various European destinations and the US. I saw the glossy brochure outlining destinations with photographs of the Eiffel Tower in Paris, the Statue of Liberty in New York, the Coliseum in Rome, Amsterdam and Big Ben, in London, which is a favourite destination of mine. It sounds great.
However, the retailers have not told the full story. They obviously want to attract extra customers and people have started to collect these stamps on the basis that they will be able to travel. I am realistic enough to know when one is dealing with special offers, one cannot just literally turn up at the airport and fly to one's desired destination, but when a number of my constituents who had collected the stamps and planned trips to various destinations — one couple had planned to visit relatives in New York — tried to secure the flights they were given various excuses, such as that flights were unavailable or had not been reserved for that date. This is a shabby way to treat customers.
The front cover of the brochure states that this winter customers can fly from home or abroad to many more destinations and encourages customers to collect the stamps to avail of the offer. It states that when one shops at Quinnsworth, Crazy Prices or Lifestyle Sports, one can avail of this exclusive flight offer to 21 destinations but it does not tell the full story. I am concerned that if retailers use promotional tactics to encourage more business they should be willing to adhere to their part of the bargain. I appreciate that all flights may not be available at peak times and the conditions state that certain times of the year are not available, but some effort should be made to facilitate customers.
I have also spoken to people who either were unable to contact some of these companies or were given inadequate answers. I am sure when they go through the checkout having bought £10 or £20 worth of groceries they are not told there is a catch to the offer and they might wish to return a few items to the shelves. One woman filled her freezer to capacity with meat and fish products to speed up eligibility for the offer.
One of the points I ask the Minister to investigate is clause 12 of the offer, which states that various companies reserve the right to terminate this offer within the promotional period due to the non-availability of seats and that in such circumstances no liability will be accepted by any of them for non-redeemed stamps. There is a further clause which states that no cash or other alternative will be offered in lieu. As far as I am concerned, this is a deliberate abuse of customers' trust. If companies offer such prizes, they should be obliged to back up their offer as promised. I know there have not been problems with one company with whom people have travelled. However, if retailers publish glossy brochures, they should not be allowed to walk away from their responsibilities. It has been a distressing time for some individuals involved who, after going to considerable expense in liaising with family members in New York or European capitals and making arrangements for what is in some cases the trip of a lifetime, are then told that no flights are available. It is a matter which should be examined and investigated by the relevant Department. I ask the Minister to respond positively. Firms should not use the benefit of extra business to make offers they cannot honour. I ask the Minister to investigate the matter thoroughly and ensure the people concerned are not left with items which will be of historic value only.
