Perth Airport review: Long term parking

Perth Airport Parking Complaints and Disputes department

In reference to the email I received from "Ryan" of customer service,
I formally wish to make a complaint and Dispute his findings.

I note the reliance on Section 29(b) of the Terms & Conditions. However, my complaint is not simply about entering prior to the nominated booking time — it concerns the advice and direction provided by Perth Airport staff on the day, and the failure to offer a reasonable opportunity to correct an obvious date error.

As previously stated, I approached two staff members at the airport and explained the mistake with my booking date (23 January instead of 23 December). I was then directed to proceed to Long Term J, with the clear understanding that the issue would be resolved. At no time was I informed that doing so would invalidate my prepaid 90-day booking or result in me being charged the full standard rate.

Your own published “Manage My Booking” terms state that bookings can be amended or cancelled online up until two hours prior to commencement. My issue is that I was not offered the practical opportunity to amend the booking at that time, nor was I clearly warned of the financial consequences of following staff instructions.

This matter therefore concerns:

• The adequacy and clarity of information provided by staff

• Whether I was given a fair and reasonable opportunity to amend the booking

• Whether it is reasonable to retain payment for 90 days while also charging the full drive-up rate

Given the circumstances, I am formally requesting that this complaint be escalated to the appropriate Complaints or Customer Relations Department for independent review.

If this matter cannot be resolved fairly and promptly, I will have no option but to lodge a formal complaint with the Australian Competition and Consumer Commission (ACCC) on the basis that the conduct in this instance may raise concerns under Australian Consumer Law, particularly in relation to misleading or deceptive conduct and failure to provide services with due care and skill.

I would prefer to resolve this directly with Perth Airport Parking and trust that a reasonable outcome can still be achieved. Please confirm in writing that this matter has been escalated and advise the reference details of the officer assigned to review the complaint.

I have attached our flight booking to show that the parking booking was made with the dates as intended.

I look forward to your prompt response.

Yours sincerely,

Stephen Brown

[protected]@gmail.com

Booking reference: WWQL6

Case #[protected]

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