Hold the phone - is your holiday what you think it is?
Posted by editor (editor) on Feb 04 2010
2010 >>

With the holiday season wrapping up, the Office of Fair Trading (OFT) is warning people about some of the potential pitfalls of booking their next getaway over the phone with telemarketers.

Fair Trading Minister Peter Lawlor said the OFT had received complaints from people who had booked a holiday voucher only to later realise it wasn't what they had expected, or were promised.

"For example, there have been reports of an offer up for grabs to get return flights anywhere in Australia for quite a low price," Mr Lawlor said.

"The catch was however that you must buy seven nights accommodation as well, which forces people to spend much more money than they had originally agreed to, or that they simply don't have.

"Or you may be offered a deal where you 'buy one night's accommodation, get one free', but your choice of hotels may be limited leaving you to stay in an area or pay a price you may not want to."

Mr Lawlor said in some cases the full terms and conditions were in fact disclosed to the consumer on the phone, but at other times not at all.

"You must pay attention to what the telemarketer is saying because legally binding contracts can be made verbally and cooling off periods are not required by law when booking by phone.

"Unfortunately it is very difficult to resolve disputes if they arise because it becomes your word against theirs."
 
Mr Lawlor said people interested in taking up a holiday offer made by a telemarketer should go to the company's website to read and see information about the deal for themselves.
 
"You could do this while on the phone or if you want to take more time to read it over, ask them to call you back in an hour," he said.

"Many reputable businesses employ telemarketers to sell products over the phone, but there are also rogue operators."

Mr Lawlor said people contacted by a telemarketer about holiday deals should:

• listen carefully to what the telemarketer has to say
• understand the full terms and conditions, including any special clauses that might apply to dates, accommodation options, extra charges etc
• be aware that cooling off periods are not required by law
• request more time to consider the offer, if needed
• look further into the company or deal on the internet
• research other options to compare

“Whatever you do, don’t feel pressured into making a quick decision until you've done your research and are satisfied the deal meets all of your needs," Mr Lawlor said.

For more information and tips about dealing with telemarketers:
http://www.fairtrading.qld.gov.au/telemarketing.htm


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Last changed: Feb 04 2010 at 12:22 PM