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Problems with travel agent
מחבר:	Eva (לשליחת דואר אלקטרוני)
תאריך:	04/05/2020
שעה:	06:48:35
Hi, I am having trouble receiving a refund for unused flights with Cathay Pacific due to the coronavirus outbreak. The issue is that the flights were purchased overseas in a dodgy travel agent and they are refusing to refund the money to me as I was not the person that made payment. It was paid in cash by an acquaintance and I do not have contact with this person because they are dangerous. Thus, I requested the travel agent make the payment to my Australian bank account and this is proving counterproductive because I was told they won't refund me. I, therefore, contacted Cathay but they said they like to maintain a good relationship with travel agents however under these extenuating circumstances I would like Cathay to refund me directly to the bank account I provided the agent. This is not the acquaintances money and I am at a loss since I was forced to purchase a new ticket to get home due to the outbreak. I would like to know if your office can assist me to have the airline deal with me and remove the agent from the situation as I have no way to resolve this since they are in Israel. As far as I'm concerned my passport was applied to the ticket and I am the traveling customer the airline should refund, not someone else. Cathay has actually agreed to a refund but is unreasonable about refunding the travel agent instead of refunding me (even though I'm at a loss and am seeking remuneration for having to replace flights from Europe). What are my rights against the uncooperative travel agent and can I request direct refund from Cathay offices in Australia, please? Kind regards, Eva

4/5/2020 06:48	Eva	Problems with travel agent
Problems with travel agent מחבר: Eva (לשליחת דואר אלקטרוני) תאריך: 04/05/2020 שעה: 06:48:35 Hi, I am having trouble receiving a refund for unused flights with Cathay Pacific due to the coronavirus outbreak. The issue is that the flights were purchased overseas in a dodgy travel agent and they are refusing to refund the money to me as I was not the person that made payment. It was paid in cash by an acquaintance and I do not have contact with this person because they are dangerous. Thus, I requested the travel agent make the payment to my Australian bank account and this is proving counterproductive because I was told they won't refund me. I, therefore, contacted Cathay but they said they like to maintain a good relationship with travel agents however under these extenuating circumstances I would like Cathay to refund me directly to the bank account I provided the agent. This is not the acquaintances money and I am at a loss since I was forced to purchase a new ticket to get home due to the outbreak. I would like to know if your office can assist me to have the airline deal with me and remove the agent from the situation as I have no way to resolve this since they are in Israel. As far as I'm concerned my passport was applied to the ticket and I am the traveling customer the airline should refund, not someone else. Cathay has actually agreed to a refund but is unreasonable about refunding the travel agent instead of refunding me (even though I'm at a loss and am seeking remuneration for having to replace flights from Europe). What are my rights against the uncooperative travel agent and can I request direct refund from Cathay offices in Australia, please? Kind regards, Eva

4/5/2020 06:51	eva	re:Problems with travel agent
re:Problems with travel agent מחבר: eva (לשליחת דואר אלקטרוני) תאריך: 04/05/2020 שעה: 06:51:03 Hi, I am writing to you because I am not sure who to contact in Israel to help me fix a problem with a travel agent that has booked my flights from Australia to Israel this year. The airline Cathay Pacific has agreed to process a refund for me because of problems and cancelled flights passengers experienced due to the coronavirus outbreak. Unfortunately, they only refund the agent and cannot pay me directly, so I have to try get this refund from the travel agent myself. According to the Montrael Convention I am protected by their terms and am entitled to a refund. However, the problem is the travel agent in Nazareth refuses to give me the money because one of their friends paid in cash. While in Israel this friend put me in danger and I had to leave Israel immediately and I was not able to resolve this matter. After I left I tried to contact the agent on numerous occasions she would not help me get a refund from the airline. Finally, since arriving in Australia the airline has admitted fault and will compensate me for the loss of flights. So, I provided my bank account details to the travel agent and explained that after negotiations with the airline for the past 4 months they will make payment but through the Riviera Tours because that’s where the booking was made. I am not in Israel I cannot approach Riviera Tours directly. I do not agree with them paying somebody else my compensation as this ticket is in my name and my passport was used. I am the customer and passenger of the cancelled flights no this friend of theirs. I need to speak with any organisation or business in Israel that can help people that have problems with travel agents. Can you please provide me with a contact for consumer rights related problems and who can help me resolve this matter? I am an Australian citizen so it makes it difficult knowing who can help me from Israel. They cannot just pay a random person my refund since this money was used to return home to Australia. Please assist and direct me to the right person or organisation to speak to about complaints about the travel agent from Israel. Kind regards, Eva

5/5/2020 13:03	המועצה לצרכנות	re:re:Problems with travel agent
re:re:Problems with travel agent מחבר: המועצה לצרכנות (לשליחת דואר אלקטרוני) תאריך: 05/05/2020 שעה: 13:03:59 שלום רב אווה, האם יש לך הוכחה ששילמת לסוכן הנסיעות כסף בעבור השירות? אם לאו, יהיה קושי לסייע לך.