The Office of Fair Trading (OFT), a division of the Queensland Government, had been investigating The Global Work & Travel Co.Australia over customer complaints. The majority of complaints were consumers upset over the price of flights they feel could have been bought cheaper elsewhere.
OFT received around 20 complaints over a three year period, and additional complaints following a report on Australian television in 2014. Global is pleased to announce that it has worked with the OFT and has reached an agreement to resolve those complaints.
“We admit – readily admit – that we are a very fast growing start-up company, and in that growth process, we have overlooked a few things and learned some valuable lessons along the way,” says Jurgen Himmelmann, the 26 year-old CEO & Co-Founder of The Global Work & Travel Co. “If we’ve dropped the ball, we are always eager to make things right.”
After consulting with OFT about the best way to close the case and move forward, Global will be making redress payments, ranging from AUD$445 to $1290, to 23 complainants.
“Our aim is to ensure our clients are fully protected, and that we are not just following the letter, but also the spirit of the law,” Himmelmann continued “and for that reason, we have voluntarily brought on board the services of an independent compliance advisor, to review all of our internal processes and make sure clients are treated fairly.”
“Customer trust is hugely important to us,” said Himmelmann. “Where we’ve made mistakes, we will use those as lessons as we grow forward. While we are relieved that the vast majority of complaints were frivolous and without merit, we still want to ensure that ALL of our customers receive a world class and meaningful travel experience.”
The Global Work & Travel Co. is one of the world’s largest and fastest-growing gap year travel companies. Global has approximately 100 employees in three international offices and provides meaningful travel experiences for approximately 10,000 young travellers every year.