Overbooking practices should be reviewed to protect consumers in Singapore’s tourism and hospitality industry, Melvin Yong, chairman of the Consumers Association of Singapore (Case), said in a Facebook post on Sunday.
This comes after last Sunday (September 4) more than 100 customers were not allowed on board the cruise ship Genting Dream due to overbooking.
There are currently no regulations on overbooking practices or how affected consumers should be compensated, consumers can only rely on shipping terms and insurance coverage, thus completely in their favour. He added that it is not necessarily the case.
The terms of carriage refer to the terms and conditions presented by the transportation company when using its services.
Yong writes: “It is perhaps timely for relevant authorities and service providers to consider overbooking practices and how to protect consumers in Singapore’s tourism and hospitality industry.”
Authorities should consider regulating how affected customers should be compensated, as is the case in the United States and Europe, he added.
Overbooking is when service providers in the tourism and hospitality industry expect some clients not to show up, so more tickets are sold than there are seats available.
In a recent incident, affected passengers had booked to sail on the Genting Dream, which was due to call at Port Klang and Penang before returning to Singapore. It can accommodate 3,352 passengers.
A spokesperson for Resorts World Cruises (RWC) said all affected guests will receive full refunds. You can also take a complimentary cruise on the Genting Dream until April 28, 2023 (subject to cabin availability).
“While overbooking practices are not uncommon, this could not have occurred at the worst possible time for affected consumers,” Yong wrote.
He noted that offering full refunds and free cruises may not address the concerns of some consumers who were on vacation and were hoping for an enjoyable vacation with friends and family.
This is because Singapore has eased its Covid-19 measures and the incident occurred during school holidays in September.
Yong added that service providers like RWC need to check the accuracy of backend algorithms that may be based on outdated data.
They will also need to accommodate larger buffers during peak holiday seasons, as well as holiday demand after more than two years of Covid-19 travel restrictions, he wrote. I’m here.
Affected consumers may contact Case via the 9795-8397 hotline or visit Case’s website for advice.
RWC, one of two cruise lines operating in Singapore, began operations on June 15th.
Genting Dream was used by Dream Cruises, owned by Genting Hong Kong, before Genting Hong Kong collapsed due to financial difficulties.
