An elderly charity worker is furious with travel giant Flight Centre after mistakes led to the trip from hell and six months of inaction.
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But Flight Centre – possibly sensing a public relations nightmare – moved to douse the flames on Thursday, agreeing to compensate Leeton man Poul Andersen for his out-of-pocket expenses.
The bitter dispute began after Mr Andersen was admitted to a Thai hospital after contracting a throat infection as he volunteered in orphanages.
He forked out more than $300 for travel insurance ahead of the trip, but it could not be used, according to Mr Andersen.
His age was incorrect on the insurance form, listed for a 64-year-old instead of a 77-year-old – a mistake Flight Centre ’fessed up to.
Mr Andersen’s Thai doctor refused the insurance cover and presented him with a modest medical bill of $5 (AUD). Flight Centre said the insurance was still valid.
But, having spent time recovering from his illness, he was then detained at the airport for overstaying his visa.
Arrested by Thai police, Mr Andersen was forced to pay $630 to return to Australia.
He said Flight Centre never told him he would need his visa re-stamped after two months – a mistake the travel agent has apologised for.
“What would have happened if I had no money?” Mr Andersen said. “I would have ended up in jail.”
Adding insult to injury, Mr Andersen said he spent months negotiating with Flight Centre over compensation for the mistakes.
Incidentally, he suffered a near-fatal brain aneurysm three days after returning to Australia.
“It’s not good treatment,” Mr Andersen said.
“I’ve spent thousands of dollars with Flight Centre and this is how I’m treated. I sure as hell won’t be going back to them.”
Flight Centre on Thursday agreed to repay Mr Andersen the cost of his insurance after earlier repaying the medical bill and visa fine.
A spokeswoman for the company denied claims Flight Centre deliberately entered the wrong birth date on the travel insurance to attract a cheaper premium, saying the cost was worn by the customer and there would be no financial benefit to Flight Centre.
She said the Thai doctor was not entitled to refuse Mr Andersen insurance cover, even though his age was incorrect on the policy.
The spokeswoman acknowledged Flight Centre made mistakes along the way.
“We want our customers to have the best possible experience with us and we acknowledge (Mr Andersen) has not had the best holiday,” she said.
“Errors were made and we apologise for that.”
Mr Andersen said the compensation was cold comfort.
“It’s too late now,” he said.
“They’ve done the wrong thing by lying to me.”
