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WE REFER to the letter by Ms Siow Lai Tsin, 'Fare hike, itinerary changes and flight delays add up to poor service by travel agent' (Online forum, Jan 15), and would like to clarify the following.
Companies accredited by CaseTrust are required to undergo regular assessment every two years after attaining the award.
They will also be subjected to random mystery shopping and monitoring audits, in the years when they are not scheduled for announced checks.
In this case, we have written to Hong Thai about the matter and understand from them that they have clarified the matter with Ms Siow.
If Ms Siow requires further assistance, we welcome her to get in touch with us with her details.
Seah Seng Choon
Executive Director
Case
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