AAT Kings
Complaint 148099 Details

The complaint refers to an issue that occurred on 8 June 2012.
Below I have fully detailed my attempts to obtain what I believe is reasonable compensation from AAT Kings.
The Ombudsman service does not handle this sort of complaint, so I am sending it to Consumer Affairs.
There was no further response to my complaint, nor was any money ($130) forwarded to me.
Please contact me via my work email, [email protected]

With Thanks,

Bob Heading

Dear Alice,

My postal address is (Personal Information Removed)

However, as a matter of principle given that I completely missed out on the Day 2 activities plus an evening tour on day 1, I again request compensation of between $310 and $489.

Let us say the mid point of $400.

If I do not receive a favourable response by 20 July, then I shall, again as a matter of principle pursue the matter further using the NT Ombudsman service.

Yours Faithfully,

Bob Heading

From: Alice Walkley [mailto:[email protected]] On Behalf Of Customer Relations (SYDNEY)
Sent: Thursday, 5 July 2012 12:45 PM
To: Bob Heading
Subject: AAT Kings # 46939 Mr R Heading

Dear Mr Heading,

Thank you for the below email which was forwarded to our Head Office by our colleagues in Darwin. We are sorry to hear of your disappointment and we appreciate your patience whilst your concerns were investigated.

It may help if we explain that as with all tour operators in the Northern Territory, we must abide by the advice given to us by National Parks in relation to vehicular and sightseeing access. Due to its climate, the Top End is vulnerable to severe flooding and this means that occasionally we must change or cancel departures to ensure the safety of our clients and our crew with little notice. Road access by any vehicle was closed to Jim Jim and Twin Falls for some time prior to your holiday with us; consequently, to ensure space with our suppliers, we do need to plan ahead for anticipated closures and such changes cannot be amended a second time. Accordingly, on Thursday 07 June, both roads remained closed and as you are aware, alternative arrangements were made. As we were only advised by National Parks late that evening of the re-opening for the following day, it was not logistically possible to reinstate the previous itineraries.

The text message to which you refer was in fact a voice-to-text message which may clarify any confusion with regard to the sender.

Whilst we regret any disappointment felt in relation to your touring, we do need to point out that the Kakadu Cultural Camp is priced at $1454.00 for a single room; you have paid AAT Kings the twin rate only which represents a substantial discount on your original touring and which we note has not been included in your calculations. The tour which was delivered was the 3 Day Kakadu and Arnhem Land which is a significant upgrade and is priced at $1608.00; under the circumstances we cannot agree that any refund beyond that for breakfast and dinner is warranted. Further, we do state in our Booking Conditions that we do reserve the right to alter itineraries, vehicles or accommodation as necessitated by weather, road and other operational conditions prevailing at the time.

As a matter of Company policy, we do process any refunds via cheque; accordingly if you could provide your postal address we will send this out to you in approximately ten working days. We look forward to hearing from you and trust the matter is now clarified to your satisfaction.

Yours sincerely


Alice Walkley | Customer Relations Manager | The Travel Corporation

35 Grafton Street, Bondi Junction NSW 2022

Description: Description: Description: Description: emailsg_Sep11

From: Bob Heading [mailto:[email protected]]
Sent: Tuesday, 12 June 2012 1:23 PM
To: Rhys Chin
Cc: bob heading
Subject: FW: Kakadu experience Robert Heading Booking Number 719385
Importance: High

Dear Rhys,

I received a text message from yourself (apparently) on 7 June re confirmation of my Kakadu 3 day 4WD safari trip, due to start on the 8th June.
The message was "Hi Rob, it's Reece from Kings here. Just calling in regards to your___. If you could gimme a call back on 89236523. Thanks"

Judging by the mis-spelling of your name, it would appear that someone other than yourself sent the text message to my phone.

I tried phoning back, without success, then left a test message to confirm my trip staring at 6.30am and for pick up from Capricornia Motel, Darwin.
My Booking reference was 719385.

When the transport failed to arrive, I rang the number indicated 08 8923 6523

To my horror, no-one knew anything about my booking.
After a scramble by the tour company, I was finally picked up at 7.15 am by Mick Thomas in a large bus carrying many other passengers.
A rearranged schedule was provided, however, I was advised that the trip that I had paid $1077 for would not be in a 4WD as planned.

The new schedule did not include the Day 2 tour of Jim Jim Gorge and Twin Falls.

That was apparently closed.
In reality it was open to 4WD's but not large buses.

I photographed a board which indicated that this was open to 4WD's as evidence during my substitute tour.
I can produce a photo of this if necessary.

Whilst I saw many interesting places, many of which were covered in the itinerary, I missed out completely on the Day 2 activities.

As compensation, I had an individual tour with Mick, who provided excellent commentary.

Nonetheless, Day 2 finished at 3.30pm.
Mick had other committments which I understand.

I also missed out completely on the Kakadu by Night cruise, scheduled for Day 1.

I have missed out on half a days activities time-wise.

Instead of camping out, which I had really looked forward to, I was put up at Crocodile Hotel for both nights.

Whilst luxurious, it was not what I wanted. In addition, I had to pay an extra $65 twice for a dinner and breakfast package.
i.e. $130 extra. I have attached a scanned copy of this.
Those meals were included in my original tour.

Given the "stuff-up", was not of my making, and Mick freely admitted to the same, I believe some compensation is fair and reasonable.

At worst, I lost a day ($1077/3 = $359 + $130 = $489.

At best I lost half a day, which equals $180 + $130 = $310.

In summary, compensation of between $310 and $489 is fair and reasonable.

Please indicate by return email if you agree with this.

I can then provide Bank Account details and I will then let the matter rest.

Yours Faithfully,

Robert (Bob) Heading