At the outlet at Golden Mile Complex, I was issued with a receipt on Sept 1 and, two days later, the agent called to confirm the room and ferry tickets.

When we enquired if there was anything that we needed to collect, the answer was 'no'.

One week later, we went on the trip, looking forward to a good short holiday away from work. However, to our horror, things went very wrong.

The lady at the counter at Tanah Merah Ferry Terminal said that our tour agency should have issued us with the ferry tickets.

The receipt issued by Gunung Raya would not suffice. We ended up having to pay for another two tickets if we wanted to leave on that ferry. The same thing happened at the Bintan Resort but, fortunately, the hotel was able to check us in without additional payment.

What surprised us was that when we went back to Gunung Raya to enquire what had gone wrong and to seek reimbursement for the second set of ferry tickets that we paid for, we were treated with disdain.

The supervisor claimed that the agent had informed us earlier before the trip to collect the ferry tickets and hotel voucher.

When we said that we received no such calls, the agency refused to take responsibility.

We were shocked! How can this be? It is not the money that matters, but the whole experience and how we were treated with scorn. As consumers, we do have certain rights, don't we?

Judy Huang Shujing (Ms)