It appears that while many traditional and online agents and airlines and suppliers have been issuing refunds, others many not have been so diligent and of course it may not be the agent’s fault as it appears the agents may not be receiving refunds from airlines and operators.
As a personal example, I am aware of someone who is still waiting since early 2020 for a refund of $25,000 from QANTAS!
I also recently asked QANTAS the question whether it had refunded all the funds for bookings made to date as they were now taking new bookings and payments and CLICK HERE check out what they had to say – which did not answer and avoided my question.
In the meantime, I have published some customers’ comments from Facebook below for you and to assess their anger with Webjet, Webjet Exclusives, Covermore, Rocky Mountaineer, Flight Centre, all getting a serve: –
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I am a simple man.
I work predominantly as a tradesman exchanging my labour / services for money.
By law as a builder, I cannot ask more than 3% of a jobs cost by way of deposit. Further to this I cannot invoice for works not yet done nor materials not yet supplied.
As a further customer safety net I must resolve any consumer issues in a timely fashion or the consumer authorities are very harsh with penalties if a fail to do so.
I accept these terms and conditions as those that lawfully control my workspace and are reasonable in nature whilst protecting the rights of the unskilled consumer.
Over the years I have served many thousands of customers through my actions and those of my employees from time to time.
Like all businesses I would be lying if I said we made 100% of our customers happy – we don’t! But upon reflection I reckon I could count on one hand the number of customers who were unhappy with our service or whom thought they had not received value for money. Never have we been taken to the consumer authorities over a job nor been sued by a customer – touch wood lol!
MY quandary is this…………..
When it comes to the travel industry the following applies;
You must pay a deposit of the agents choice.
You must pay in full before you actually receive any goods or services.
If one of the agents suppliers cannot provide the said goods or services for ANY reason, I am not automatically given a refund of MY money.
Now that I know this firsthand I can never ever again use a travel agent for any reason.
Further to this I’m perplexed at how the Australian government seems totally disinterested to do anything about this clear legalised theft by huge travel agency corporations – why is this so?
Why do consumers have so little rights or power when trying to get refunds from travel agents?
The hardest pill to swallow is this;
During our nations darkest hours of the current health pandemic and ensuing fiscal crisis with all Australian’s being harmed by way of health issues, financial or mental issues as a result of covid 19, the most bizarre thing has taken place.
The travel industry has imposed a heavy mental and financial burden on tens of thousands of Australians by imposing ridged and harmful no refund policies which the governments are turning a blind eye to – why?
Travellers paid their money in good faith to travel agents and due to circumstances beyond everybody’s control, that travel couldn’t happen yet travel agencies have pocketed the money and are getting away with it – why?
Why should the agents and agencies be allowed to keep travellers money when the service can’t be provided – why?
My advice to all Australians is this – under the current laws any person who pays money to a travel agent is a fool – DO NOT DO IT!
In our case it is $36,000 lost between 8 of us using WEBJET / WEBJET EXCLUSIVES AND COVERMORE INSURANCE – Zero refunds after 12 months WTF!!!!!
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Very well said XXXXX we were at risk of losing our almost $30,000 for our 2020 USA trip it took about 8 months of fighting FC for our refund, arguments with disgustingly rude travel agents the loss of our regular travel agent who no longer wanted to communicate with us and much stress and tears but we were very lucky to get all our money back.
We’ve all learnt a lot about how the travel industry works and not all of it is good or honest , I’m sure that there’s still some very caring professional travel agents out there but after our experience we’ll be booking our own overseas trips in the future.. goodluck to you and everyone that’s still waiting for refunds
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XXXXXX How did you manage to obtain a refund through flight centre? cheers
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XXXXXXX Well said XXXX, many of us have been shafted and simply left for fools. We did nothing wrong, some of the companies have well and truly shown their true colours, I don’t think the travel industry can or will recover and to be honest a lot don’t deserve to.
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XXXXXXX Which airline ?
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Go to their website check their Covid policy
Then call their call centre with ticket number to see what action if any has been taken eg refunded to webjet or held as a credit !
Insurers in the main have refunded premiums in full
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XXXXXXXX we have documentation from Singapore airlines who refunded Webjet in full! same for the tour operators – Webjet has 100% of our money but will not refund – not yet anyway!
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XXXXXXX And people like Skroo Turner have strong political connections which allows TA’s to ignore consumer law with no penalty.
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XXXXXXX For many customers, the ACL consumer guarantees don’t apply. Until the law is changed, customers will have to go through the same time consuming processes to receive refunds.
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XXXXXXX oh well all I can do now is not travel this year and maybe next.
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XXXXXX Very well put Dean, as a retired Builder I agree with your argument entirely. Rocky Mountaineer are the worst of the worst in my opinion.
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XXXXXX I agree, we were contracting for 30 years and highly regulated! APT kept $10,ooo for something they didn’t deliver or explain what the 10k applied to
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XXXXXX, hi, commentating as an Agent. I don’t want to get into any arguments but wanting to see my point of view as well
Agree it’s frustrating for everyone involved, but please don’t lump all TA in the same category just like the building industry or even that matter any industry.
When building a house I bet people don’t complain about the massive markups on products or extra charges for variations .
With requests for deposits / payments, I only ask what is being requested from the end supplier and then pass on to them. In turn, we have to wait for the refunds to come back before paying out.
We too are suffering mental strain and financial hardship with an industry that is denied by the government from selling their product (ie border closures)
The travel agent hasn’t cancelled the trip, the airline or cruise company has.
Would be like engaging a solicitor and then it’s not required. They are still going to charge you a fee.
I hope you reach a better outcome than the current one.
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XXXXXX well said XXXXXXX. Unfortunately when an industry is dictated by rotten rules it tarnishes all involved and this is where good agents find themselves. Of course not all agents are bad but the rules they have chosen to operate are and …
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XXXXXX WTF indeed! Well said. Some of the staff we dealt with at FC were very good, but (it appears) their hands were tied.
Lesson learnt.
Will never book through a 3rd party again if we can help it.
Fighting for months to get your own money back IF you are lucky is just not on.
Next step small claims court for us, and we are ‘lucky’ not to be out too much.
Jonathon, I don’t think mark ups or variation charges is a relevant analogy, just sayin’…
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XXXXXXX Well said both of you but I’m afraid I will never use an agent again
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XXXXXXX Well said but people have short memories not me I have don’t had too many sleepless nights worrying about our refund as it involves several parties the latest I have been told is the money has been received by fc head office now waiting for our refund …
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What do you think?
A report by John Alwyn-Jones
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