I promptly contacted the agency (seven days before the trip) and was referred to an agent for advice. She told us to fax over the doctor's letter and said that it would be possible to postpone the trip or get a refund. We felt so relieved. The following day, I faxed over the relevant documents and there was no reply or acknowledgement.

Four days later, we received a reply that we could get a partial refund in the form of travel vouchers after a deduction of admin and miscellaneous charges. We agreed and hence decided not to look for replacements or sell the tickets at a discounted rate (the tickets were transferrable). We were so pleased with the good service rendered.

However, the next day, we were informed that there could be no refund at all but were promised by the agent that she would check with the hotel again to see what she could do and would call us back a day later. But when we called the following day to check on the update, we found out that she was not even on duty that day. One of her colleagues then said that nothing could be done because it was too late and that we had to forfeit the tickets. We also could not change the date of our trip. This is unacceptable.

We wrote to the company and was promised again a reply within 14 days after their investigation.

Sherwin Tng