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I'm loathe to start a new thread but I'd be very interested in people's thoughts and advice.
On 29 November 2015 I purchases an airfare with Scoot (China to Singapore to Australia and return). I purchased through Opodo and the equivalent cost was AUD800.18. I used my Bankwest MasterCard (charged in yuan). The departure time of the first flight from China was 5.55am on 6 August.
On 31 March I received an email from Scoot advising the flight had be re-timed to 3.45am on the same day.
I contacted Scoot the same day and requested a full refund. I was told that was not an option - take it or leave it. I referred them to their T&Cs which states, at 9.2:
Schedule changes: your options
If Scoot has to make a significant schedule change/cancellation more than 24 hours before your schedule departure time, we or our authorised agent will attempt to notify you per 9.1b and provide you with one of the following:
None of the options were offered to me.
On 4 April I wrote to Bankwest requesting a chargeback as Scoot had not adhered to their T&Cs.
On 8 April I received a letter from Bankwest confirming receipt of my dispute and stating:
"As per MasterCard/Visa scheme rules and regulation, we need to allow the merchants [sic] processing bank up to 45 days to return this transaction to us with proof showing the merchandise was accurately described and supplied in such condition. In such an instance we will contact you for further information".
To Bankwest's credit the amount was crediting to my account about the same time, while they undertook the investigation.
So I waited. And waited some more. Forty-five days came. And it went. And then another 45. And another 45. No word. And so I assumed, in the asbs
Today, some 229 days after my dispute was acknowledged (and 109 days after the flight was to occur), I receive a letter from Bankwest dated 23 November stating:
Tell me this is complete rubbish, please.
On 29 November 2015 I purchases an airfare with Scoot (China to Singapore to Australia and return). I purchased through Opodo and the equivalent cost was AUD800.18. I used my Bankwest MasterCard (charged in yuan). The departure time of the first flight from China was 5.55am on 6 August.
On 31 March I received an email from Scoot advising the flight had be re-timed to 3.45am on the same day.
I contacted Scoot the same day and requested a full refund. I was told that was not an option - take it or leave it. I referred them to their T&Cs which states, at 9.2:
Schedule changes: your options
If Scoot has to make a significant schedule change/cancellation more than 24 hours before your schedule departure time, we or our authorised agent will attempt to notify you per 9.1b and provide you with one of the following:
* Rebooking at no additional charge
* A voucher
* Any other options set in out in a Scoot schedule change or cancellation policy
* If Scoot will not loner serve the destination, a refund [options abridged]
* A voucher
* Any other options set in out in a Scoot schedule change or cancellation policy
* If Scoot will not loner serve the destination, a refund [options abridged]
None of the options were offered to me.
On 4 April I wrote to Bankwest requesting a chargeback as Scoot had not adhered to their T&Cs.
On 8 April I received a letter from Bankwest confirming receipt of my dispute and stating:
"As per MasterCard/Visa scheme rules and regulation, we need to allow the merchants [sic] processing bank up to 45 days to return this transaction to us with proof showing the merchandise was accurately described and supplied in such condition. In such an instance we will contact you for further information".
To Bankwest's credit the amount was crediting to my account about the same time, while they undertook the investigation.
So I waited. And waited some more. Forty-five days came. And it went. And then another 45. And another 45. No word. And so I assumed, in the asbs
Today, some 229 days after my dispute was acknowledged (and 109 days after the flight was to occur), I receive a letter from Bankwest dated 23 November stating:
"MasterCard have [sic] now ruled for the merchant in this case. They have advised that the merchant did meet their terms and conditions . . .
Specifically, as the flight change to 5.55am instead of 3.45am [note, Bankwest has this around the wrong way, but that's irrelevant] was a change of less than 24 hours (only a change of 130 minutes before the scheduled departure time), the options set in section 9.2 of the merchant terms and conditions do not apply.
We will be reversing the above credit, which will appear on your next statement . . ."
Specifically, as the flight change to 5.55am instead of 3.45am [note, Bankwest has this around the wrong way, but that's irrelevant] was a change of less than 24 hours (only a change of 130 minutes before the scheduled departure time), the options set in section 9.2 of the merchant terms and conditions do not apply.
We will be reversing the above credit, which will appear on your next statement . . ."
Tell me this is complete rubbish, please.
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