- Joined
- Jul 25, 2008
- Messages
- 13,965
- Points
- 113
CASE is just using a rubber stamp to stamp CASE Trust. There is no monitoring or enforcement to see that procedures and process are in place and consumers are protected.
[h=1]Don't forget aim of protecting consumers[/h]
IN OCTOBER 2012, I booked a coach ticket to Penang through Five Stars Tours ("Tour agency's sudden closure shakes consumer confidence" by Mr Francis Cheng; Forum Online, last Thursday).
On the day of departure, I was asked to pay the balance amount at the counter although I had already made payment online.
I showed the staff the acknowledgement of the final payment but this was not recognised by the agency's computer system, and I was forced to make another payment otherwise I would not be allowed to depart.
On the return trip, the bus made a two-hour detour to Kuala Lumpur, even though it was supposed to be a direct journey to Singapore.
Apparently, many passengers disembarked in Kuala Lumpur and the company made a last-minute arrangement to pick up others to fill the seats.
Upon my return, I called and wrote to the company several times for restitution, only to find that the agency did not have a proper complaint and dispute handling procedure. This contravened the requirements for CaseTrust accreditation.
I then contacted CaseTrust and the National Association of Travel Agents Singapore, and provided them with my correspondence with the agency - to no avail.
In the end, I turned to the Small Claims Tribunals and succeeded in my claim.
Going forward, I hope that CaseTrust, among other relevant agencies, can live up to its promise to protect consumers.
Tan Chin Aik
[h=1]Don't forget aim of protecting consumers[/h]
IN OCTOBER 2012, I booked a coach ticket to Penang through Five Stars Tours ("Tour agency's sudden closure shakes consumer confidence" by Mr Francis Cheng; Forum Online, last Thursday).
On the day of departure, I was asked to pay the balance amount at the counter although I had already made payment online.
I showed the staff the acknowledgement of the final payment but this was not recognised by the agency's computer system, and I was forced to make another payment otherwise I would not be allowed to depart.
On the return trip, the bus made a two-hour detour to Kuala Lumpur, even though it was supposed to be a direct journey to Singapore.
Apparently, many passengers disembarked in Kuala Lumpur and the company made a last-minute arrangement to pick up others to fill the seats.
Upon my return, I called and wrote to the company several times for restitution, only to find that the agency did not have a proper complaint and dispute handling procedure. This contravened the requirements for CaseTrust accreditation.
I then contacted CaseTrust and the National Association of Travel Agents Singapore, and provided them with my correspondence with the agency - to no avail.
In the end, I turned to the Small Claims Tribunals and succeeded in my claim.
Going forward, I hope that CaseTrust, among other relevant agencies, can live up to its promise to protect consumers.
Tan Chin Aik
