Holidaymakers have been warned to be vigilant when making their bookings as dodgy travel agents have moved to more sophisticated methods to swindle their victims.
While great strides have been made to bring the travel industry back to life following movement constraints posed by Covid-19, this has created breeding grounds for unscrupulous travel agents to grow with the intentions of stealing money from their unsuspecting victims.
Inert government regulations added with sluggish police investigations and a mix of inept attitude of travelling associations have added to the mushrooming cocktail of dubious agencies.
A week ago, a group of disgruntled customers took to social media and HelloPeter to complain about Priority Escapes, a travel bookings agency based in Fourways, Johannesburg, which had promised them different packages to travel to luxurious destinations around the globe. After allegedly being paid thousands of rand, the company's owner, Francois Swart, sent emails to his customers claiming he was shutting down his business after having experienced cash-flow problems.
* Leonie from Johannesburg had used the company in January to book a R230,000 trip to Maldives in December for herself, husband and their two children.
“What lured me to that deal was the fact that it provided a direct flight from Joburg to Seychelles because normally one would have had to take two flights, one from Joburg to Qatar and another from Qatar to Seychelles. So it was a good deal because nobody wants to be stuck at the airport with young children, you know,” said Leonie.
She said their suspicion was raised when someone from the company told her in May that the airline that offered direct flight had ceased to exist.
“This person told me about another airline which was even better and the company was planning to use for the trip. But when I googled it, the airline did not exist. But the last straw was when they wanted to shift our date of departure. In July I sent my husband to visit Swart.
“My husband asked him to show proof that the hotel has been booked. He couldn't show any evidence. My husband then asked for a refund. Swart didn't have it and instead agreed to sign a refund form in front of everyone in his office. He said he'd pay in seven days. We are still waiting for the money,” said Leonie.
The couple and other victims who are owed trips by Priority Escapes have since opened cases of fraud against Swart.
"We are a group of 25, owed about R10m jointly by this man. He lied to us and even took money from another customer a day before he pronounced himself insolvent. Where is the money?” asked Leonie.
Sowetan visited the business premises at the Little Fourways Park and found their offices locked with a chain. A security at the gate said the premises were vacated about two weeks earlier.
Swart had not returned Sowetan Consumer's request for an interview by the time of going to press .
Police spokesperson Col Dimakatso Nevhuhulwi confirmed that a fraud case had been opened against Swart and that no arrest had been made yet.
A year ago, fraud and theft cases were also opened against Tshiamo Travels owner Pearl Khumalo for scamming her customers who had paid for trips to Bali and Turkey in August last year. The trips never happened while Khumalo went underground and blocked her clients from WhatsApp groups she had created for trips.
The complainants said their cases have yet to progress.
The department of tourism said it has established the Tourism Complaints Management Sub-Directorate to specifically deal with complaints coming from tourists on tourism services and products.
“The key focus of the unit is to facilitate mediation process between the complainant and respondent on an identified challenge. The goal is to reach amicable resolution through mediation. In cases where mediation is not successful, the department is expected to refer the matter to a relevant regulator of law enforcement agency that is empowered to deal with the matter,” said the directorate's Lizzy Mathopa.
On Friday, Otto de Vries, CEO of the Association of Southern African Travel Agencies (Asata), issued a statement raising concerns about the growing number of dubious agents who are hurting the industry. Asata claims to represent 90% of the travel sector in SA.
“Beyond bookings, our members also rigorously vet their suppliers, amplifying safety in travel. The demand in global travel rose by a staggering 31% in March 2023 compared to 2019 figures and is estimated to reach a whopping $853.8bn by the close of 2023. But with booming industries come challenges. TransUnion’s 2021 data showed a 156% increase in travel fraud.
“When committing a significant amount for holidays, travellers need more than just promises; they require proven assurance. Asata stands as that beacon of trust in the travel realm, diligently guiding travellers towards genuine and professional industry experts,” de Vries emphasised.
He said scams are ever changing with times.
Some of the ways scammers trick people
- The “Too Good To Be True” Deals: The oldest trick in the book yet still alarmingly effective. Jaw-dropping prices, exclusive deals, and limited-time offers can make even the savviest traveller click "Book Now". Remember, if an offer sounds too good to be true, it probably is.
- Bogus Booking Websites: Behind polished designs and breathtaking destination photos lurk fraudsters waiting for your click. These faux websites vanish overnight, taking your hard-earned money with them.
- Phantom Flight Tickets: A sudden deal to popular destinations like Nigeria, India, or Pakistan catches your eye. After payment, the airline ticket either never arrives, or if it does, it's a fake. The intent? Targeting those eager to visit friends and family and playing on your emotions.
- High-Profile Event Scams: Major events, such as sports tournaments or religious pilgrimages, are a gold mine for scammers. With limited ticket availability driving up prices, events like the European Football Championships or the Olympics become hot targets for bogus offers.
- Holiday Accommodation Scandals: Imagine this: A serene villa by the beach, listed at a steal. But in reality, it's a web of lies spun on fake websites, or through hacked legitimate accounts and deceptive adverts spread across social media.
- Email Traps: A seemingly innocent email from a "reputable" travel company might just be a phishing scheme. They'll coax personal details out of you, often under the guise of "confirmation".
How to travel with confidence and peace of mind?
• Vet Your Agent: Opt for Asata-accredited agents. Their legitimacy is vouched for, offering you a safeguard against potential fraud. Look out for the Asata logo on the agency’s website, storefront or their marketing collateral.
• Ensure URL Integrity: An "https" at the start of a web address is your friend. The "s" stands for "secure" – always check before making payments.
• Use a Credit Card: Use credit card over cash every day. By using credit cards for bookings, travellers can take advantage of the "chargeback" protection in the event of undelivered services. Remember, pressure to pay via EFT is akin to paying cash.
• Asata Verification: Asata's platform helps in confirming the legitimacy of travel agencies.
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