Consumer Protection has warned Western Australians not to pay for flights and holiday deals through travel agencies using the Facebook platform after receiving more than 200 complaints from customers.
Consumer Protection has warned Western Australians not to pay for flights and holiday deals through travel agencies using the Facebook platform after receiving more than 200 complaints from customers.
The Department of Mines Industry Regulation and Safety said those affected had collectively paid more than $200,000 for discounted deals – such as Perth to Bali for $99 – through unregistered businesses Travel 2 Go and No Frills Travel.
Affected consumers did not receive their purchased plane tickets or were asked to pay extra money, and some flew to their destination but were not booked for a return flight as expected.
The owners of the travel agencies had made a commitment to pay back customers during negotiations with Consumer Protection, which its commissioner Penny Lipscombe said had not yet occurred.
Consumer Protection attended a public meeting with around 100 complainants in South Yunderup last month.
Ms Lipscombe said the department now had 210 complaints that also include people who bought cruises or holiday packages.
“Our conciliation officers have been working hard to try to achieve a satisfactory outcome for the complainants in this case but it is not always possible to secure refunds and there is no guarantee goods or services will be provided,” she said.
“Whether or not Consumer Protection is successful in conciliation depends on factors including a trader’s willingness to participate in the process and the financial situation – funds may not be available."
Ms Lipscombe said the department is now contacting all complainants to inform them no refunds are forthcoming and will advise consumers of their option to seek a court order from the Magistrates Court for money owed.
“We recommend customers do not pay additional money in a bid to secure flights of holidays,” she said.
“If a business has allegedly made false and misleading representations or failed to provide goods or services as promised and within the timeframe specified, Consumer Protection can investigate potential breaches of the Australian Consumer Law (ACL).
“So, even though attempts to seek redress for consumers may not work out, we have investigators who can take over and look at alleged non-compliance with the ACL.”
Ms Lipscombe said the WA Police Major Fraud Squad had been notified.
Consumer Protection has advised people to only use travel agents certified by voluntary accreditation schemes like ATAS, run by the Australian Federation of Travel Agents.
Customers should also consider using credit cards when paying online travel agents, despite the small surcharge, since these have a chargeback option.
Consumer Protection added people should read the terms and conditions of any agreement, get a copy in writing, and ask for a receipt.
