Covid-19 : Refund

GM News Update :  COVID-19 / Refund
Guidance for Passengers
              
* Website = Travel Agent, GM = Ticketing Agency
Q : Why don’t travel agencies return my phone calls? Have they closed down and ran away?

A :
  • Airlines, governments and airports are updating policies on a daily basis.
  • Large number of passengers are contacting travel agencies.
  • Most travel agents have revised their workflow so that passengers with flights departing within 48-72 hours are served first.
  • Some travel agents have temporarily closed their call center so they are able to concentrate on the actual processes and emails.
Q : If I need to make a change, confirm or refund. What do I do?

A :
  • We advise that passengers send email with as much information and request as possible to Customer Support emails of the Travel Agent you purchased with. Then wait.
  • To request refunds, we advise passengers to send email to your Travel Agent with details below
    • Booking Confirmation Number
    • Electronic Ticket Number
    • Passenger Name
    • Your request if you want to refund the entire booking with every passenger, or only some passengers and some flights. Also include if there are refund fees involved, do you want to be shown those fees before they proceed or they can proceed right away even with fees.
  • To request date or flight changes, we advise passengers to access the airline website then search for the new travel date and flight you desire. Once you have decided, send an email to your Travel Agent with details below
    • Booking Confirmation Number
    • Electronic Ticket Number
    • Passenger Name
    • Your request if you want to change the entire booking with every passenger, or only some passengers and some flights. Also include the new dates or flights you have chosen, and do you want to be shown those fees before they proceed or they can proceed right away even with fees.
  • To reconfirm if your flight status is still valid for travel, we recommend that you are able to check this yourself by going into the airline’s website.
  • To reconfirm if you will be granted entry at destination airport or will be subject to quarantine on arrival or once you have returned from your trip, we advise that you check your destination’s consulate website.
Q : I’ve submitted so many emails and have not received a response. What should I do?

A :
  • GM is in constant contact with Travel Agents across the  market, so we are certain that they are working as hard as they can to service all cases. They are still here and have not ran away.
  • GM is also in constant contact with airlines and different tourism bodies to make sure that the news and policies of each airlines/destinations are the most updated. Most destinations and airlines at risk have offered waiver policies.
  • If you wish for a refund and have no immediate new travel plans – we advise for you to relax, as your Travel Agent will surely work through to your case. Once they do, your refund will be processed and funds transferred to you in due time.
Q : Why doesn’t airlines or GM help? Do you not care?

A :
  • By reaching out to GM or airlines direct, we are unable to process anything for you as you bought the products with your Travel Agent.
  • For security purposes, we are restricted from accessing your private information and bookings.
  • What we can do is that we have optimized our processes so that as soon as the order comes through from Travel Agent. We will extradite those requests to airlines, and seek their refunds as fast as we can. Airlines are also working as best as they can.
  • For GM or airlines to process refunds or changes, we must receive the request from Travel Agent.
Q : If I have flights in the coming days and do not plan to travel, but I have not heard back from my travel agent if my refund process has been received. Does this mean I won’t get my money back?

A :
  • More than 80% of all tickets with refundable conditions or has received waiver policies, you are still able to receive refunds after your date of travel even if you did not board those aircrafts. Just make sure to send your request to your Travel Agent before or as close as the travel date as possible.
  • When your Travel Agent has reached your case, they will cancel the booking and submit the request for a refund afterwards.
  • Should airlines offer waiver policies or refund policies, Travel Agent will be able to process those refunds for you. You just need to sit tight and wait for the funds back.
  • Should airlines have some fees for refunds, Travel Agent will verify those charges then seek your approval before they submit the refund process. Travel Agent’s refund fees is between you and the Travel Agent.
  • Sending repeated emails or calling your Travel Agent multiple times will not speed up the process, and will most likely slow it down. We recommend sending a follow up email every 2 weeks.
Q : Will legal actions or complaints to consumer rights protection speed up the process?

A :
  • Many passengers have resorted to legal action, police or consumer rights protection. Those passengers will find that these actions slow down their requests, as Travel Agent will still have to follow the process and wait for funds from airlines.
  • Passenger bought tickets from Travel Agent. Travel Agent bought from GM. GM bought from airlines. This means airlines will refund back to GM. GM refund back to Travel Agent. Travel Agent will then refund to passengers.
  • GM and Airlines are not your direct supplier or involvement.
Rest assured that every Travel Agent, GM and airlines in the world are racing through to make sure all passengers are served as soon as possible.
GM hopes that details above may ease your worries and will keep you informed of any updates.
Thank you for your understanding and apologies for the inconvenience.
G.M. Tour & Travel Co., Ltd.
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