From 5-star to 4-star

ZULKARNIEEN of Cheras is dissatisfied with Sri Sutra Travel Sdn Bhd due to a glitch in a holiday package he purchased during the recent Malaysian Association of Tour and Travel Agents (Matta) Fair in Kuala Lumpur.

"On Sept 4, I paid RM2,676 for a holiday package for my wife and I inclusive of AirAsia flight tickets from Kuala Lumpur to Denpasar in Bali, accommodation for four days and three nights at the 5-star Patra Hotel, Bali, and return bus tickets from KL Sentral to LCCT Sepang.

"Two weeks later, a staff from the travel agency called to inform that the Patra Hotel was fully booked. I was in disbelief as prior to purchasing the package, the staff said the hotel was available."

ZULKARNIEEN says the Sri Sutra Travel staff offered alternative accommodation at a 4-star hotel and also asked him to pay RM100 more.

"Their offer was ridiculous and I rejected it. When I checked the travel itinerary, I also noticed the return bus tickets from KL Sentral to LCCT Sepang was omitted from the package," he says.

"Only when I complained did the travel agency then include the tickets. It took further protests and enquiries before they found an alternative 5-star hotel.

"This is no way to treat a customer."

●SRI Sutra Travel Sdn Bhd human capital and administration senior manager C.P. Nadaraja says the matter has been amicably resolved.

"The problem regarding the hotel room arose because of overbooking by Patra Hotel in Bali due to a local government function scheduled on the same date. However, we have upgraded ZULKARNIEEN's hotel to the 5-star Hard Rock Hotel at no extra cost to him," says Nadaraja, adding that ZULKARNIEEN had accepted the offer on Sept 21.

"With regards to the return bus ticket, it was an oversight. We received thousands of bookings during the Matta Fair and since it was near the Hari Raya holidays, a slight delay was inevitable." News from mmail.com.my

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