AW Air service

AW Air service

I tried to buy a return ticket (Jakarta-Bali) by Internet in
May using a MasterCard credit card, issued by Smart Shopping Cash
card (Sumber Kredit). The full price of the ticket was quoted as
Rp 577,500 when I attempted to book, but the Internet transaction
was rejected by the AW Air booking system and no booking
reference was issued.

When I called AW Air to ask why my card had not been accepted,
I was informed that AW Air did not accept Internet bookings using
Smart Shopping Cash cards. End of story, one might think.
Imagine my shock when I found that I had not only been charged
for the ticket, but at the price of Rp 929,138.

I complained to AW Air and faxed them my billing statement
three times (they "lost" the fax twice), being told at one point
that it was my own fault because I "shouldn't have trusted the
Internet booking system".

Finally, I managed to talk to the AW air customer services
manager, Dinus, who said AW Air would resolve the problem with my
credit card company and credit my account with Rp 929,138.

Now, almost three months later, I have still not received any
reimbursement from AW Air, and am now being chased by my credit
card company, Sumber Kredit, for Rp 929,138, which I refuse to
pay. I have had no further assistance from AW Air, which has
fraudulently taken money from me while never issuing a ticket and
never rectifying their own mistake.

PUTRI PRAMESWARA
Jakarta