It wasn’t a service deficiency, the contract promised you’d get included luggage and you didn’t receive it. It would be like me buying an iPhone 15 and Apple sending me an iPhone SE. it was not what a bargained for.
Alternatively you can chargeback Malaysian Airlines for being double charged for a service you already paid for.
You may want to raise this to the financial services ombudsman or alternatively your state consumer affairs department.
A lot of it comes down to chasing down the right person. It will take some time. Whether it is worth it is a value judgement only you can make.
And Malaysia airlines for that matter. Poor accrual on QFF, poor service and communication plus having to connect in KUL, an airport that makes even the old LaGuardia look good
It wasn’t a service deficiency, the contract promised you’d get included luggage and you didn’t receive it. It would be like me buying an iPhone 15 and Apple sending me an iPhone SE. it was not what a bargained for.
Alternatively you can chargeback Malaysian Airlines for being double charged for a service you already paid for.
You may want to raise this to the financial services ombudsman or alternatively your state consumer affairs department.
A lot of it comes down to chasing down the right person. It will take some time. Whether it is worth it is a value judgement only you can make.
And Malaysia airlines for that matter. Poor accrual on QFF, poor service and communication plus having to connect in KUL, an airport that makes even the old LaGuardia look good
It wasn’t a service deficiency, the contract promised you’d get included luggage and you didn’t receive it. It would be like me buying an iPhone 15 and Apple sending me an iPhone SE. it was not what a bargained for.
Alternatively you can chargeback Malaysian Airlines for being double charged for a service you already paid for.
You may want to raise this to the financial services ombudsman or alternatively your state consumer affairs department.
A lot of it comes down to chasing down the right person. It will take some time. Whether it is worth it is a value judgement only you can make.
And Malaysia airlines for that matter. Poor accrual on QFF, poor service and communication plus having to connect in KUL, an airport that makes even the old LaGuardia look good
Thanks.
RE: Alternatively you can chargeback Malaysian Airlines for being double charged for a service you already paid for.
ANS: No, I cannot get the chargeback from the Malaysian Airlines because they have been payed for the Lite Economy tickets that were purchased from them by the GoToGate TA.
We were buying the Basic Economy tickets with 20 kg checked luggage allowance using the Booking.com services delivered by their partner Got gate. Our "check and pay" order included the Basic Economy tickets but GoToGate bought for us the Economy Lite tickets. And e have learned this at the departure time.
All problem was created by the GoToGate.com and they refused to acknowledge their mistake and also compensate us.
We were first time buying flights via Booking.com and we were not aware that behind the Booking.com is another partnership like the GoToGate. If I know it, I will be checking on their reputation.
We used Booking.com for accomodations for over 20 yrs without any problems and on this occasion also booking hotel at London to ensure that we are not late for our cruise from Tilbury.
Almost all weight of failure in this case is with the Booking.com as our purchase transaction was via their website with the GoToGate partner processing our order. GoToGate purchased wrong tickets from the airline being payed by our bank with charges to my credit card. This transaction was legal, with the fault on GoToGate that changed our order from the Economy Basic to the Economy Lite tickets on the Intercontinental flight.
The Booking.com and the airline may also carry some blame for not warning customers on the Lite tickets particularly on the intercontinental flights during or after the purchasing transaction (ie. be aware that your Lite luggage allowance includes "no checked bags").
I may also blame myself for not re-checkig all details with the airline. I put too much my trust in the multiple emails from the Booking.com that our "flight to London is confirmed". I didn't expect that I need to re-check again every details of the "check and pay" order after paying for and receiving confirmation from the TA.
...and I was wrong. Therefore, I want other customers be aware of my experience and also of new unknown traps from some partnerships like GoToGate being used by TAs.
There is a lot of reviews about the GoToGate on the productreview.com.au website. And maybe there is a new role for the ProductReview to report particularly excessive complaints to the ACCC?