Am I being unreasonable? Stranded in Thailand, courtesy of ScoopOn

Chuckler on 20/02/2012 - 01:47

Hey all.

I am currently stranded in Thailand, having bought ScoopOn $599 return flights on Strategic/Air Australia.

I contacted ScoopOn and was immediately given $300 back on each coupon, their thinking presumably being that I used half of it already to get here.

I'm saying that if it's going to cost me $600 to get home on Jetstar (http://www.jetstar.com/au/en/travel-alerts#Travel%20Alert) which is their recommendation, then I should be getting back $600.
To wit:
5.3. We may issue you with a refund (using the payment method used for purchase) or a Scoopon Credit Voucher to the value of your purchased Scoopon voucher where:
<snip>
15.3.3. The Provider’s business has gone into external administration (including receivership or liquidation), permanently closed, or has temporarily closed for an extended period of time. Scoopon Credit Vouchers may not be issued where the Provider has one or more other locations within reasonable proximity that can service the Scoopon voucher.

Note that their Terms and Conditions state in 15.3 that you may issue a refund "to the value of your purchased Scoopon voucher" and NOT "to the value (or part thereof)".

Furthermore, I did not purchase 2 one-way tickets @ $300 ea, I purchased 1 return tickets at $599 ea. I have not received what I purchased, and deserve a full refund on that basis.

My friends say "take the money". I say "my holiday is already ruined, give me everything I'm entitled to under your T&C." Am I being unreasonable?

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  • minijumbuk on 20/02/2012 - 01:55

    No you're not being unreasonable. I would be mad too if I was in your shoes. But if you think on their side, they're only providing a service to group buyers together and not selling the actual product.

  • Tal_Shiar on 20/02/2012 - 01:55

    personally, I think you've been treated hard, but fair. That being said, I wouldnt hold it against you for having a beef with Scoopon, as I dont really think they've ever envisaged a half used coupon, its not like you got awful service at a restarant that was misleading or something, there is a portion you have used. Sorry about your situation though

  • JordanM on 20/02/2012 - 02:04

    I think they have treated you fairly…

  • mikeyb555 on 20/02/2012 - 02:38

    You have a point but I seriously doubt they would fold and refund you in full.

    Remember every dollar they are refunding you is coming directly out of their bank, strategic is broke and won't be paying anyone anytime soon.

    You have partially used the service and they have partially refunded you. There terms and conditions actually say if you cant use the service at all is the only time they will refund you, i think refunding the 300 was a customer service gesture more than anything (also probably something to bring in line with contract laws/ACCC)

  • sparkles on 20/02/2012 - 05:48

    I think your doing pretty good to be getting back anything right now given the situation. Claim the rest on your travel insurance.

    • Chuckler on 20/02/2012 - 15:44

      Travel insurance doesn't cover airline insolvency.

  • seamus-catch on 20/02/2012 - 07:13
    +9

    Hi Chuckler,
    By way of introduction, I'm Seamus Byrne, CIO of CatchOfTheDay.com.au and Scoopon.
    I generally monitor Whirlpool, but found your request on OzBargain and wanted to follow-up ASAP.

    Since Friday, Scoopon has been assisting customers stranded in Phuket with one night's accommodation and meals so that they can make arrangements for their return to Australia.

    We understand that Jetstar is offering $300 one-way tickets from Phuket to Australia until the end of this month. Further information from the Jetstar website is as follows: http://www.jetstar.com/au/en/travel-alerts:

    "Passengers who have commenced their journey
    Passengers who have already commenced their journey with Air Australia will be able to purchase a Jetstar ticket for the same price as their Air Australia fare until 29 February, 2012, regardless of the return date.

    Air Australia passengers need to show their Air Australia itinerary for travel at a Jetstar Service Desk at their point of departure airport. Where possible and subject to availability, Jetstar will seek to accommodate affected passengers on the next available flight to their destination.

    Passengers must book by 11.59pm (AEST), 29 February, 2012."

    If you are unable to secure a one-way ticket with Jetstar for $300, please follow-up with our Customer Service team via https://helpcentre.scoopon.com.au. If you do not hear from Scoopon Customer Service within two hours, please contact me via my OzBargain profile (http://www.ozbargain.com.au/user/70921/contact).

    Kind Regards,
    Seamus

    • Chuckler on 20/02/2012 - 15:53

      Thanks for your reply.

      If this is true, then great. Have you or anyone at Scoopon confirmed this?

      "Passengers who have already commenced their journey with Air Australia will be able to purchase a Jetstar ticket for the same price as their Air Australia fare until 29 February, 2012, regardless of the return date." - I have understood this to mean they will sell you a Jetstar ticket (one-way) for the same price as you paid for the Air Australia ticket ($600 return) … ie, $600.

      In my situation, I already booked flights home on an alternate carrier as soon as I heard the news, since I coudn't afford to be on Standby indefinitely.

      • seamus-catch on 20/02/2012 - 15:58

        Hi Chuckler,
        Yes, we have confirmed with stranded passengers and Jetstar's Service Desk at Phuket Airport that Jetstar has been selling one-way price match tickets from Phuket to Australia for AUD$300.

        As a sidenote, many insurance policies do cover airline failure/insolvency if the flight was booked and policy taken out before the failure/insolvency event. To my knowledge to date, only two insurers – International Passenger Protection (IPP) and Cover-More – specifically withdrew cover for Air Australia bookings made on or after December 2011.

        Thanks,
        Seamus

        • Chuckler on 20/02/2012 - 16:29

          Southern Cross Travel Insurance says:
          This event is not covered under the TravelCare Insurance policy. Please refer to the Losses We do not cover under Section 2 Cancellation & Changes to Planned Journey of your policy terms and conditions which states;
          Losses We do not cover under Section 2
          (f) The error, default or insolvency of a travel agent, tour operator, wholesaler, airline or other service provider.
          (g) The Financial Collapse of any service provider, or the refusal of any service provider to provide a service to You, which You prepaid, because of the Financial Collapse of another service provider; cancellations, travel delays, delayed journeys, missed connections, or travel interruptions, curtailments or diversions resulting from the Financial Collapse of any service provider; any governmental or official authority directive; or the security requirements of any service provider.
          While this event is excluded from our TravelCare Insurance policy, if you purchased your airline ticket using a credit card you may choose to contact your bank to request a charge back as the airline did not provide the service you paid for.

      • furythree on 12/03/2012 - 14:05

        nice PR save lol

  • c64 on 20/02/2012 - 07:23
    +1

    aren't airasia giving cheap fares to stranded strategic customers?

    • arcticmonkey on 20/02/2012 - 08:23
      +3

      From AirAsia's Facebook:

      AirAsia X offers Tax Only Fare to Rescue Stranded Air Australia Passengers in Thailand and Bali

      Passengers will only need to pay taxes and charges starting from AUD $56 from Kuala Lumpur to Australia.

      Leading low cost long haul airline AirAsia X will waive their base seat fare from Kuala Lumpur to Australia to rescue stranded passengers in Thailand and Bali affected by the grounding of the Air Australia fleet.

      Stranded passengers in Thailand and Bali will need to make their own way to Kuala Lumpur where they can purchase special tickets back to Australia from only $56*.

      Upon arrival at the Low Cost Carrier Terminal in Kuala Lumpur, passengers will need to present to the AirAsia sales counter where they will be assisted in making arrangements back to Australia.

      Upon presentation of a valid Air Australia ticket, passengers will be able to purchase a ticket to AirAsia X Australia destinations (Gold Coast, Melbourne and Perth) for the cost of applicable taxes and charges only. The fares are to

      Gold Coast 56*,
Perth $61*
Melbourne $64*.

      Baggage fees will also be waived for up to 20kg per person.

      The offer applies to long haul AirAsia X (D7) sectors to Australia only.

      *Flights and fares are subject to availability. Terms and conditions apply. Fees will apply for baggage over 20kg per person.

  • [Deactivated] on 20/02/2012 - 10:52
    +3

    Wow! Great customer service from Jetstar/Air Asia/Scoupon!

    Competition is good!

  • user27 on 14/03/2012 - 16:52

    is it just me or is there a lot of entrepreneurs named Seamus?

    • voteoften on 14/03/2012 - 23:38

      You might be onto something there!

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