Why are travel credits being issued rather than refunds – and when refunds are issued, why they are taking so long to be processed?

The matter has spurred much debate recently. Answers to many of the questions people are asking are supplied on the following clip by Dennis Bunnik, chair of CATO – Council of Australian Tour Operators:

The video aims to provide greater understanding of the behind-the-scenes processes and systems the industry is dealing with as it seeks to unravel the millions of holiday bookings that have had to be cancelled due to Covid-19.

Your clients may well benefit from watching the presentation, which lays out the facts and processes in an easy-to-follow manner. The clip also reminds viewers that many CATO members – like many agents – are Australian-based family companies.