Covid-19: Travel agents suffering double whammy, says Matta
Tourists wearing masks cross a street outside a shopping mall in Kuala Lumpur January 29, 2020. — Reuters pic
He said Matta received complaints from travel agents concerning double standards practiced by a certain airline which was not only unfair to travel agents but had also confused the public due to the company offering full or partial refunds to passenger who booked directly with them but not for travel agents who had placed group bookings.
“Customers who insist on full refunds are disregarding a global standard industry practice where payments must be made in advance to secure reservations and once made, any refunds will be subject to the cancellation policy of a particular supplier such as an airline, hotel or theme park.
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