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http://www.straitstimes.com.sg/Singa...ry_265960.html



Aug 9, 2008
More travellers taking agents, airlines to court
By Karamjit Kaur
MORE Singaporeans are travelling and more are returning home unhappy, ready to take their frustrations to court.

This year, the Small Claims Tribunal has heard 80 travel-related cases in just the first six months, compared with 71 for all of last year. In 2006, it heard a total of 105 complaints.

The tribunal is part of the Subordinate Courts and deals with claims under $20,000.

Lawyers are not necessary and travellers usually face representatives of the travel agency or airline that they are taking to court.

People commonly complain about things like cancelled flights and being short-changed on their vacation.

While more people are heading to court, Singapore's consumer watchdog has also seen an increase in the number of travel grievances, said Consumers Association of Singapore executive director Seah Seng Choon.

Between January and June, the association received 541 complaints - mostly about travel agents - compared with 969 for the whole of last year.

Mr Seah suggested that one reason for the higher number of complaints is falling service levels.

For example, airlines dealing with cost pressures from high oil prices sometimes end up cancelling flights but not informing travellers.

Travel agents said the number of complaints could also have gone up because more people are taking to the skies.

Consumers are also increasingly more aware of their rights and legal options.

The National Association of Travel Agents Singapore (Natas) said in some cases, foreign tour operators do not tell their partners in Singapore when they make a change to travel plans.

Natas senior director Patricia Auyeong told The Straits Times that some travellers may be confused, and irked, by the rising fuel charges levied by airlines, which are grappling with high oil prices.

But travel agents take some of the blame for the higher number of complaints too, she admitted. As competition for the consumer dollar heats up, some agencies are cutting corners in order to offer the lowest deals.

One of those frustrated travellers is businessman Santokh Singh.

In June, he missed a flight from Los Angeles to Singapore because of a faulty e-ticket.

So, the 43-year-old took his carrier, United Airlines, to Singapore's small claims court, where a registrar awarded him $500.

'I felt that the airline should compensate me for the inconvenience but my request fell on deaf ears,' he said.

'Making a legal claim was not something I wanted to do but, in this case, I had no choice.'

While he was successful in his claim, Mr Singh felt frustrated. 'Why put travellers through any of it in the first place?'

Natas will continue to educate its members, Ms Auyeong said. She added that in the last few months, at least two agencies have been struck off the membership list for bad conduct and service levels. It does not stop them from operating, though.

She advised consumers to scrutinise deals: 'Don't just go for the cheapest deals. Check all the conditions of sale and make sure you get a good package overall.'

Mr Seah agreed with that advice and said consumers should also protect themselves by taking up travel insurance before a trip.

Finally, print out all receipts and acknowledgement forms when bookings and payment are made, he said.

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