Surge in travel-linked gripes in 2020: Case

1 in 7 consumer complaints related to pandemic even as overall number rises

A list of cancelled flights at Changi Airport Terminal 4 in March last year. In a year of global travel curbs, around half of the pandemic-related complaints that Case received were against the travel and airline sectors. ST PHOTO: ALPHONSUS CHERN
A list of cancelled flights at Changi Airport Terminal 4 in March last year. In a year of global travel curbs, around half of the pandemic-related complaints that Case received were against the travel and airline sectors. ST PHOTO: ALPHONSUS CHERN

The gripes of customers who were unable to get refunds on deposits and pre-payments for cancelled or postponed tour packages, flights or hotel bookings made up the bulk of coronavirus-related complaints to the Consumers Association of Singapore (Case) last year.

There were also more complaints against gyms and fitness clubs, hotels and restaurants, medical consumables firms, and wedding-related companies such as bridal businesses, as consumers sought full or partial refunds.

Along with a 23 per cent spike in overall complaints compared with 2019, one in seven of the 18,335 complaints received last year was pandemic-related, said Case in a statement yesterday.

In a year of heightened global travel restrictions, around half of these pandemic-related complaints were against the travel and airline industries.

Besides being unable to recover their deposits, some consumers were charged a penalty or administrative fee for postponing their trips, while others were given travel vouchers to be used at a later date instead of a cash refund.

Case said it asked two local travel associations to urge their members to offer consumers a full refund of pre-payments made for tour packages, and urged airlines which had a higher number of complaints against them to offer flexibility in the use of travel vouchers and the right of reimbursement in the event the vouchers are not used.

More than $300,000 was recovered from airlines, travel agencies and travel portals through negotiation and mediation.

Due to Singapore's circuit breaker restrictions and reopening in phases last year, more complaints were made against gyms and fitness clubs, hotels and firms selling medical consumables.

With people unable to use gyms during the circuit breaker period and the gyms subsequently operating at reduced capacity amid safe distancing measures under Singapore's phased reopenings, there was a 91 per cent increase in complaints against gyms and fitness clubs last year compared with 2019.

Many consumers sought help from Case to get full or partial refunds on their pre-paid gym or fitness club memberships.

Similarly, as weddings and birthday celebrations were postponed or cancelled, consumers faced difficulties getting their deposits back. With the help of the consumer watchdog, customers recovered more than $97,000 worth of pre-payments from event contracts.

Pandemic necessities such as face and surgical masks, hand sanitiser and other related medical consumables from physical and online retailers were unfairly priced in some cases, with some consumers also complaining about their quality or effectiveness.

Case said it worked closely with the Ministry of Trade and Industry and the Competition and Consumer Commission of Singapore "to monitor and flag profiteering behaviour and unfair practices".

Approximately 70 per cent of the complaints filed last year were resolved through Case either following up directly with the businesses, or assisting in the negotiation and mediation process. Nearly $2.8 million in cash and in kind was recovered for consumers.

  • 23%

    Percentage spike in overall complaints last year, compared with 2019.

With more people working from home or staying in amid tightened restrictions during the pandemic, there was a surge in online shopping. Subsequently, the number of complaints related to online purchases almost doubled from 2,236 in 2019 to 4,366 last year.

Case president Lim Biow Chuan said: "Case will continue to do more to educate consumers on how to protect themselves should purchases go awry."

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A version of this article appeared in the print edition of The Straits Times on June 01, 2021, with the headline Surge in travel-linked gripes in 2020: Case. Subscribe