/ Technology, Travel & Leisure

Premier Inn stops using 0871 number for customers

premier inn

It might be one of the nation’s favourite hotel chains, but Premier Inn was charging customers too much for phone calls, until we stepped in. Have you spotted a travel firm promoting pricey numbers to customers?

Premier Inn was pushing customers who already had a booking to a high-rate number.

In a win for our Costly Calls campaign, high-rate phone numbers for customer service were made illegal in June 2014 by the Consumer Rights Directive. This states that calls to firms about existing contracts shouldn’t cost more than the basic rate.

When we made a test booking with Premier Inn, we found that the only numbers given in our confirmation email were all 0871 – costing 10p per minute plus network extras – rather than cheaper alternatives.

Its website displays an 0871 number for new bookings, and a cheaper basic-rate number for calls about existing reservations. But the email confirmation only lists the high-rate number.

Premium Inn changes number

After our intervention, Premier Inn said it would be removing the 0871 number from emails and adding a basic-rate 03 number instead. It also plans to add 03 numbers for hotels to the emails.

If you’re looking for a basic-rate number to call a company on, try saynoto0870.com. And if you see a travel firm advertising costly numbers to those who already have bookings, tell us below.

Comments
Guest
Pat London says:
24 September 2017

And 3 years later, still using 0871 at 13p per minute

Guest
Angela Stock says:
26 August 2018

Sat waiting to be connected for almost 3 mins – then told to call back or go online. I wanted to speak to a person. Not impressed

Guest
Charles says:
10 September 2018

As of 10 September 2018, the Premier Inn, specifically, Harrogate Town Centre, Springfield Avenue, Harrogate, HG1 2HY are STILL publishing
“Hotel Contact Information Phone: 0871 527 9432,… Calls cost 13p a minute plus any additional charges from your phone operator.”
This is iniquitous as I wanted to contact them reference a Booking I have made for 2019.
Hopefully, saynoto0871 will be of help.
Ha, got an alternative 01423 396770 and “ringing” but NO ANSWER.
Now gonna try email.

Guest

Charles -as I have a set rate for UK landline calls /quarter I tried that number 5 minutes ago- answered on the sixth ring.

Guest
Peter Williams says:
18 September 2018

Yes – the only obvious means of contact is a Premier – sorry Premium – rate # at 10p a minute. It is really so annoying when I pay for an all inclusive phone service (so as I understand regular numbers are FREE). It seems just a pure scam !

I have tried SayNoto0870 and got the following number 01582 424200 (switchboard) but got no answer will try again.

They don’t appear to have any email point of contact which again seems like very poor attitude to customers

Guest

Premier Inn are still charging premium rate 0871 numbers. I Googled our local Premier Inn on my phone then clicked on call. It didn’t connect but I’ve still been charged by ee for a premium rate call.

Guest

I can only see 03 numbers on this page: https://www.premierinn.com/gb/en/contact-us.html

Guest
Alison Kempster says:
22 September 2018

As at 22 September 2018, Premier Inn are STILL using 0871 number for their hotel in Aberdeen city centre. The obvious ripoff of this, combined with the fact that the hotel chain does not take NatWest Visa debit cards for online bookings (on its Whitbread company site) meant that this evening, I simply abandoned the booking of this hotel and booked elsewhere. I phoned the hotel direct – using SAYNOTO0870.COM’s number for them 01224 624080, which was answered after perhaps 10 rings – to ask if it was some mistake that the website was not allowing me to use a perfectly common debit card; the man I spoke to said that he had never seen an online booking for that hotel using NatWest debit so I assume this was not a one-off and felt if the hotel chain couldn’t be bothered to inconvenience itself to the extent of accepting my card, and a cheap rate call, I couldn’t be bothered to book a room there. My husband is now staying in the Residence Inn by Marriott (tel 01224 061190) instead!

Guest

Companies can use costly numbers for general enquiries and bookings, though they must provide standard rate (01/02/03) or free numbers for existing customers and for complains. Companies don’t have to accept all forms of payment either.