REFER COMPLAINTS TO MATTA BEFORE SPEAKING TO OTHERS

KUALA LUMPUR, Dec 15 (Bernama) -- More than 80 per cent of travel-related
complaints referred to the Malaysian Association of Tour and Travel Agents
(Matta) have been solved to the satisfaction of the customers and travel agents,
its president, Ngiam Foon, said Monday.

He said Matta had a dedicated complaints bureau, headed by it
vice-president
(outbound), John Tan, to look into customers' grievances and resolve them as
soon as possible.

The complaints related to aborted tour plans, bad service, long period of
refund, services were not rendered as promised and last-minute changes that
caught customers by surprise, he said.

Ngiam said the Malaysian public, including political parties and
non-governmental organisations (NGO), should refer travel-related complaints to
Matta first before speaking to others.

"Matta understands that customers sometimes go directly to the Ministry of
Tourism, NGOs or even political parties. The ministry refers such complaints to
Matta.

"In similar manner, we would like to call upon NGOs and political parties
to
refer such complaints before speaking directly to media. There should be
fairness in dealing with complaints," he told reporters here Monday.

Ngiam said that while customers could still write directly to such bodies
or
agencies, Matta hoped that the complaints would be copied to it.

He said all complaints should be written and supported with the necessary
documents t o facilitate the study and seek explanation from the travel agent
concerned.

Matta also urged the public to seek the services of MATTA-registered travel
agencies as the association would not be responsible if customers bought
products and services from non-registered agencies.
-- BERNAMA