Momento NCAT appeal push

WHOLESALER Momento Travel Services has set the record straight in relation to the successful appeal by Helloworld Gosford’s Wendy Kiss against a NSW Civil and Administrative Tribunal (NCAT) decision reported earlier this week (TD 20 Jul).

Momento MD, Stephanie Savage, who also operates retail and corporate agency Impulse Travel, told Travel Daily she was concerned the reporting of the decision “does not assist in getting travel agents to understand the difficulties that Australian wholesale operators are facing day-in and day-out with this type of issue”.

Savage said it had actually been her suggestion that Wendy Kiss should dispute the initial NCAT ruling, which had forced Kiss to repay clients for airfares personally, despite at that stage not having received any refund.

She had also called on AFTA and CATO to support Kiss’ action “because without lodging an appeal would have set a very dangerous precedent for the entire travel industry”.

Momento had tailored an itinerary for the agent which included a journey on board the Rocky Mountaineer and hotel accommodation and tours across Western and Eastern Canada.

“Momento was bound contractually to these service providers and was unable to repay funds to the agent that were paid in deposit or that Momento was committed to pay.

“Momento staff made every effort to secure the best outcome for Wendy knowing the NCAT dilemma she faced, and is holding credits to be used for future bookings made by the agent.”

Savage said the case highlighted the fact that wholesalers face the same issues as travel agents, “which become even more complicated as we work with overseas suppliers who are not bound by Australian consumer laws...we are constantly working to achieve the best possible outcome for our clients – the travel agent”.