Virgin Blue – B-Secure Travel Insurance scull duggery!
I just booked a return flight to Perth.
I ticked three boxes: X1 flight over, X1 flight home, X1 “Yes, I agree to the booking terms and conditions”.
When on the web, click to select is the standard.
Clicked through to the check out and paid, there was some extras offered, but I skimmed straight past them and thought “Like hell! I’m clicking on any more buttons, insurance is for losers and I don’t believe in global warming! (see earlier post for context)“.
Put in the card details and Viola!
To my surprise I get a travel insurance email stating:
“Dear Ms Bizzack -a-DooK (not my real name)
Thank you for purchasing B-Secure Travel Insurance!
Our policy is provided through Mondial Assistance, one of the worlds most trusted assistance providers. The insurance is underwritten through Allianz Australia Insurance Limited, one of the largest global insurers.”
HOLD UP! I didn’t click anything, upon further thought, I deduced, a free automatic promotional bonus, COOL, that’s very nice after a hard Friday.
After reading the small print I noticed it states there is a $9.00 charge, there is a 14 day cooling off period, but B-Secure reserves the right to withhold a reversal fee charge which is not stated.
What the, WHAT THE?
I emailed straight away, and made a follow up call (please listen to the lovely hold message, to be attached shortly, which you will see had a remarkable effect in relaxing me further) which advised me of course that particular service team will be back Monday but I was advised to make a further follow up call as they may not get my email.
I told the lady that I was automatically charged, she said “That is not correct sir, you have have to check the box”, I said “I did not select anything other than my flights, I just clicked through to finalise my account payment. I would like the charge reversed thank you!”
See attached screen shot, a default yes is the opposite of web protocols, tick the box to not be charged, the web is built on, tick the box to select.
And as you can see from the picture and explanation, default action for Fly Carbon Neutral NIL!
Who, WHAT?I wonder how many older people, people new to the web, busy people have gone through this, how many people have not even noticed this involuntary fee!
It seems close to several postal precedents where they mail you the ticket or contract, you don’t respond, IE the small print will say no reply will be taken as acceptance of this offer, they then send you the bill for $50.00 for the tickets.
Please le tme know if you have had similar experiences.
Janet Let Grause the IV
UP DATE: After 4 phone calls and an email I caught B-Secure, will happily refund the money, just need to wait the 21 days reversal process…