Travel plans tripped up by errant agencies

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Travel plans tripped up by errant agencies

Postby tankee » Sun Aug 04, 2013 9:44 am

SINGAPORE - Ms Jill Foo was packed and ready to check in for her flight to Germany when she was told her $1,443 ticket had not been issued.

Stranded at Changi Airport, the 51-year-old called her travel agency Zuji repeatedly but there was no response.

"I asked the girl at the counter to check again and again. She couldn't find the booking," she said. "I was so shocked."

So as not to disrupt her travel plans, she paid an extra $2,527 for a replacement ticket, hoping to settle the matter on her return.

The sales executive has made a police report, sent Zuji numerous e-mails and taken the matter to the Small Claims Tribunals. She managed to wrangle a refund of $1,443, but nothing for the new ticket.

The Consumers Association of Singapore (Case) has received 48 complaints against Zuji since 2011 - 13 in the first half of this year. It is the only online travel agency to have received complaints.

Overall, complaints against travel agencies are rising. Case received 732 in the first half of the year, 1,436 last year, 1,396 in 2011 and 994 in 2010.

Gripes range from unsatisfactory service to the inability to obtain refunds.

Case cited a case in February of a group of eight who paid $1,320 for a two-day trip to Bintan. The package was to have come with free meals and massages, but when they got there, the group was asked to pay for them.

As Singapore's appetite for travel has grown, so has the number of new players on the market.

http://www.relax.com.sg/article/news/tr ... t-agencies

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Re: Travel plans tripped up by errant agencies

Postby SAHM_TAN » Sun Aug 04, 2013 10:34 am

Zuji should refund additional $1084 to her. Am surprised to see Zuji on the news, my impression of Zuji was that they quite ok.

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Re: Travel plans tripped up by errant agencies

Postby looking4Tutor » Sun Aug 04, 2013 10:49 am

How is it that they are still allow to operate? Can it be without such businesses around CASE has to close shop?

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Re: Travel plans tripped up by errant agencies

Postby slmkhoo » Sun Aug 04, 2013 2:25 pm

SAHM_TAN wrote:Zuji should refund additional $1084 to her. Am surprised to see Zuji on the news, my impression of Zuji was that they quite ok.

I've used Zuji a couple of times before and everything was fine. I also feel they should compensate for the additional cost of the new ticket plus add something else as compensation. The true test of a company is how well they deal with the unexpected - Zuji doesn't show up well here.

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