Scoot experiences

[eastwest101]

Yes I think we're getting closer to an understanding of what happened in the charge back dispute.

You, through the charge back process via BankWest and MasterCard have essentially disputed the charge by saying something like "1 + 1 should equal 2" and Scoots response to that was "The Sky is green,", a spurrious response that was either deliberately misleading or incompetent, take your pick. Then MasterCard looks like they've returned with a decision that "The Sky is green - case closed", which is also incompetence in that they haven't attempted to clarify any of the circumstances of the actual dispute.

I think Scoot may eventually have to wear this one as I doubt that MasterCard will want to cover Scoots original incompetence in being unable to construct clear or enforceable T&Cs added to by deliberate or accidental misleading conduct in the charge back dispute.

The more evidence you can get linking the charge back dispute, to the refusal of alternatives offered by Scoot and linkage of the Scoot T&Cs to your reasons for charge back dispute, then the stronger your argument becomes.

Some other people may have other arguments or comments to make that might be of more assistance.

Good luck.

 

[Danger]

I've received an email from a Bankwest case manager saying he'll get back to me Friday. I've replied offering to supply detailed information and stating I won't be contactable on Friday so Thursday at the latest or on Monday.

Incidentally, I showed the open fragment of s. 9.2 - "If Scoot has to make a significant schedule change/cancellation more than 24 hours before your scheduled departure time . . ." - to my Mother last night. She read it even more literally, interpreting it to be that only if Scoot makes a change more than 24 hours from departure does it need to contact the passenger. That is, if the change is within 24 hours, her reading of the term is Scoot isn't required to notify a passenger.

 

[RoMambai]

Incidentally, I showed the open fragment of s. 9.2 - "If Scoot has to make a significant schedule change/cancellation more than 24 hours before your scheduled departure time . . ." - to my Mother last night. She read it even more literally, interpreting it to be that only if Scoot makes a change more than 24 hours from departure does it need to contact the passenger. That is, if the change is within 24 hours, her reading of the term is Scoot isn't required to notify a passenger.

Sounds like you're bringing out the big guns.

 

[JohnK]

For those of you not on my side - I have absolutely no problem with that by the way and appreciate your views - is Bankwest's seven month turn around not an issue for you?

Firstly I am on your side.

To me 2h10m is a significant enough change to warrant requesting a refund. You could have been arriving on another carrier to meet this departure. If you had left 3-4 hours connection the schedule change now reduces the connection time and may not be able to connect.

Organising transport to get to airport at that time could also be problematic.

I would continue to push Bankwest. Not contacting you for so long is not good enough. Had you known the chargeback would fail you may have taken the flights.

I guess we are lucky in Australia that for the most part we are dealing with reasonable airlines.

 

[MEL_Traveller]

I guess we are lucky in Australia that for the most part we are dealing with reasonable airlines.

not really JohnK... we are lucky in Australia to have good consumer protection law which sort of keeps airlines and businesses in check. Airlines continue to be totally unreasonable when not incentivised by consumer laws... downgrading without proper compensation, moving a flight 4 hours earlier without notification...

 

[Happy Dude]

not really JohnK... we are lucky in Australia to have good consumer protection law which sort of keeps airlines and businesses in check. Airlines continue to be totally unreasonable when not incentivised by consumer laws... downgrading without proper compensation, moving a flight 4 hours earlier without notification...

.... asking people to verify information that may disprove fraudulent activity....

 

[UP4014]

not really JohnK... we are lucky in Australia to have good consumer protection law which sort of keeps airlines and businesses in check. Airlines continue to be totally unreasonable when not incentivised by consumer laws... downgrading without proper compensation, moving a flight 4 hours earlier without notification...

Over the top CC feessssss.

 

[Danger]

On 28 November I received an email from the assigned case officer at Bankwest saying I would receive a detailed response by Friday 9 December. I have not and have therefore lodged a case with the ombudsman.

 

[Danger]

The ombudsman acted quickly. Bankwest contacted me last week to say it would be looked into. Yesterday I received a letter saying, among other things:

I have reviewed the concerns you have raised and considered the Account terms and conditions and the Conditions of Carriage. Following my investigation, and based on your concerns, I am pleased to confirm the Bank has again reversed the recent transaction posted to your Credit Card Account, in full and final settlement of your dispute lodged with the Bank and the FOS.​

Originally the above included the phrase "good faith", as if Bankwest was doing me a favour. I asked for a revised letter with that removed.