Traveloka doesn't inform woman returning to S'pore of cancelled flight, she finds out only at airport
It was a traveller's nightmare.
A woman who booked a Sept 7 flight from Bangkok to Singapore through Traveloka in February was surprised to learn when she reached the airport that her flight had been cancelled.
Stomper Mrs claimed the airline, Thai VietJet Air, informed her the flight had not been in service for "a period of time" and Traveloka was aware of this.
"To our dismay, the airline expressed their inability to provide assistance since our tickets were purchased through Traveloka, leaving us without any immediate support," recounted the Stomper, who had to buy tickets from another airline, Thai Airways, to return to Singapore on the same day at additional cost.
"We promptly contacted Traveloka via email, and they responded by stating that they would investigate the matter.
"Surprisingly, within minutes, they processed a refund, which suggests that they were aware of the flight cancellation well in advance.
"However, it is crucial to note that we did not receive any prior communication or updates from Traveloka regarding the flight cancellation. The only email we received was a reminder of our flight departure."
The Stomper shared a screenshot of the email sent on Aug 31.
"In light of these circumstances, I have reached out to Traveloka requesting a refund and compensation for the losses incurred due to the purchase of new tickets," said the Stomper.
"Regrettably, they informed me that airline regulations prohibit them from providing any reimbursement for our additional expenses."
She told Stomp that Traveloka has since offered to "top up" the refund for the last-minute ticket she had to buy.
Stomp has contacted Traveloka for more info.
Update:
In response to a Stomp query and this article, Traveloka said: "We would like to clarify that Traveloka has promptly investigated the matter.
"Our customer operations team has been in contact with the respective customer, and we have proceeded with the refund process for the original ticket and compensation for the additional flight the customer had to book. The customer has graciously acknowledged and accepted this solution.
"Traveloka is committed to delivering seamless travel experiences for all our users. We continuously strive to improve our services based on customer feedback and to prevent similar issues in the future."
