Update on original review
Extremely disappointing service so far. Booked a tour experience with this travel agency for sunway operator and unfortunately it had to be cancelled due to a medical emergency. Contacted sunway to advise and they advised to email kt travel and they would deal directly with kt travel. Did that and then kt travel denied to sunway that they received the email and are now not engaging. I wouldn't recommend booking ith this travel agent
Update: KT Travel did engage with me, as the GDPR representative for the travellers, following this review.
The main issue we raised with KT Travel was that no information regarding the applicable cancellation charges was provided to the travellers prior to the booking being confirmed and full payment being made.
During our subsequent engagement, KT Travel explained that its documentation states that cancellation terms vary depending on the supplier and that customers are invited to contact their team for the full terms applicable to their booking. KT Travel advised that, as the travellers had not specifically requested those terms, the applicable cancellation charges had not been provided to them. However in this case the initial enquiry, booking and full payment were all made over the telephone, and the travellers did not have the KT Travel documentation containing that information available to them before the booking and payment were completed. We were also advised that as the travellers had been offered travel insurance and had declined it nothing further could be done.
We brought the matter to the Small Claims Court as we felt the charges were unjustified in the circumstances. Unfortunately, our claim was unsuccessful. While we were disappointed with the outcome, we respect the judge's ruling.
My advice to anyone considering booking with KT Travel is therefore to specifically ask for a full and detailed breakdown of the cancellation terms and charges applicable to your particular booking, preferably in writing, before confirming the booking or making any payment. Once you have this information, you can make an informed decision about whether you are comfortable accepting the potential cancellation costs and whether the additional cost of travel insurance is worthwhile.
The main reason for updating this review is to share our experience and hopefully help other travellers avoid finding themselves in the same situation.