consumerwatch: Asata has warned against booking through unaccredited agents after a trip to Dubai soured and a client was forced to approach the media and the Consumer Goods and Services Ombudsman to secure her refund. GeorginaCrouth
Johannesburg - The Association of Southern African Travel Agents, Asata, has warned against booking through unaccredited agents, after a trip to Dubai soured and a client was forced to approach the media and the Consumer Goods and Services Ombudsman to secure her refund.
Mayet and the contracted travel agency, Enchanted Travel, then proposed a postponement, which would have incurred further costs, but the Sulaimans were unavailable for the new dates. Unable to claim from travel insurance, Sulaiman asked for a full refund. “I received the invitation and made payment, but no terms and conditions were signed or agreed at the time of payment,” Sulaiman says.
She said Sulaiman had cancelled “way before” any travel ban was imposed but “my character does not allow me to be unjust and the person that I am, I went over and above the call of duty as I strongly advocate women empowerment to ensure that Mrs Sulaiman gets back whatever refunds came through”. Asata chief executive Otto de Vries says Sulaiman’s experience highlights the importance of dealing with accredited agencies because the industry is unregulated. “A travel agent is entrusted to pay the supplier: it’s not their money to do with as they wish. The terms and conditions by which the whole booking was signed guide the agreement and those would have to be agreed upon by both parties. It needs to be fair and equitable: the Ts & Cs cannot be changed after the fact.
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