There were angry exchanges on the travel agency's Facebook page. In one post someone apparently representing the company told a customer she was a "f--king pain in the ass." The Department of Consumer Protection said customers had turned up at airports in both Perth and Eastern Europe, the agent's specialty destination, to find their flights cancelled or not booked at all. Others, paid up and due to travel, had not been provided booking confirmations. Zelka Govich, commented on the company's Facebook page, saying she would warn others not to use the service, and was told "you're a f--king pain in the ass hard maintance [sic] anyway! good riddance and bon voyage!!"

It told another that Sky Air staff could "wipe our butts" with customers' $20 commissions. Numerous other posts were made with complaints this month but have since been deleted. The Australian Securities and Investments Commission has deregistered the business. Fairfax Media attempted to contact Sky Air Services but an email went unanswered and when phoning the number listed on the website, was told "you have the wrong number". Fazlo Hadzic and his wife spent almost $4000 at the agency in April on flights to Europe to see his wife's sick parents. It was the third time the couple used the agency, and they had never had problems before.

They were due to fly on August 1. "Immediately, you know, they usually issue you with your e-tickets and itinerary but this time they didn't and were making excuses," Mr Hadzic said. "I went on the 9th of [July] to their office and asked, because they weren't answering any calls. I went there and found two ladies and I asked what was going on and they said I would be getting tickets tomorrow. The next day I got the itinerary and I thought everything was fine, it was quite an ordinary itinerary." When he visited United Arab Emirates' website to book plane seats, he couldn't access the booking and when he phoned the airline, they said they had no record of it. "They said there must be some mistake and call your travel agency so I called and called and nobody answered," he said.

"So I went to Fremantle and found their shop closed. And tried and tried again over a few days – I was desperate. "Eventually I went back and this time there was a sign on the door saying if you are experiencing problems with this business contact Consumer Protection." Their bank is trying to help but it is unclear whether they will be able to get their money back. In the meantime they are forking out again for their tickets. "We have to go because my wife's parents are not in good health and we just pushed especially to go next month because they are really not well and we have to go," he said. "But we will be paying double. We don't know why they didn't advise us they were having problems.

"It's a big disappointment to get such treatment for your money." Consumer Protection Commissioner Anne Driscoll said others affected by the agency's financial problems may not yet be aware of it. She urged them to contact their airline or accommodation provider to ensure their booking was secure. "I also encourage those affected to contact Consumer Protection so we can get an accurate picture of the number of consumers affected ... and keep them informed," she said. "Consumers who have made a booking using a credit card and not received what they paid for should seek a chargeback from their card provider. Unfortunately those who have paid by direct bank transfer may not be able to access redress in this way, which serves as a reminder not to pay for travel services in this way. People in this situation should still speak with their bank about what options they may have.

"It is also worth checking your travel insurance policy and speaking with your insurance provider to see whether you are covered." Contact Consumer Protection via consumer@commerce.wa.gov.au or 1300 30 40 54. Follow WAtoday on Twitter