Pionet forum פיונט פורם

re:Problems with travel agent

מחבר:

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