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