Travellers lash out at Flight Centre after being stung hundreds of dollars in cancellation fees
Holiday-makers grounded by the COVID-19 epidemic have accused Flight Centre of “holding our money to ransom”. Here’s what happened to those trying to get a refund for cancelled trips.
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Travellers have lashed out at one of Australia’s biggest travel agencies, saying they have been slugged hundreds of dollars in cancellation fees due to the COVID-19 pandemic.
Steve Hession, of Wodonga, told Leader he was furious after being told he had to pay hundreds of dollars to get a refund on his trip to Thailand in May, which he had booked to celebrate his partner’s 50th birthday.
Mr Hession, who paid a deposit of about $2200 to Flight Centre, said he was told by his travel agent he could get a full refund when he first booked his holiday in February.
“The travel agent assured me that if the government were to issue a travel ban due to COVID-19, we would get a full refund and this was specified in the contract I signed,” he said.
“When the government did in fact issue the ban I went back in and asked for a refund and they said they could only give me a store credit.”
He said when he queried the travel agent he was then told he would have to pay a total of $300 for each person to cancel.
“I was then told on top of this there would be a $400 cancellation fee from Qantas and I then said hang on I haven’t cancelled anything – why should I be out of pocket? It’s totally unfair.”
“I asked what the fee was for and I was told it was a Flight Centre only cancellation fee because of the work they put in to arrange the travel and accommodation.”
Mr Hession said he took to Flight Centre’s Facebook page to voice his anger and received dozens of messages from other travellers stung with the same fees.
“I’ve had heaps of people share similar stories with me. Flight Centre need to wake up as what they’re doing is not in the spirit of what’s happening at the world at the moment.”
The Leader found many complaints on Flight Centre’s Facebook page from travellers also expressing anger at the $300 fee.
Maria wrote: “Flight Centre you should reconsider your $300 cancellation fee. This is the time to review your fee charges and requirements especially since it is a worldwide pandemic.”
Belinda wrote: “Flight Centre can you please tell me how you can justify holding our money to ransom unless we pay a $300 per-person fee?”
An Australian Competition and Consumer Commission spokesman said the commission was aware of the concerns raised by many consumers about the imposition of cancellation or administrative fees by Flight Centre.
“We have been engaging closely with Flight Centre and written to them regarding our concerns,” the spokesman said.
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“If your travel is cancelled the ACCC expects that you will receive a refund or other remedy, such as a credit note or voucher, in most circumstances.
“If your travel is cancelled due to government restrictions, this impacts your rights under the consumer guarantees. However, you may also have other remedies outside of the Australian Consumer Law.
“For example, you may still be entitled to a refund under the terms and conditions of your ticket.”
Flight Centre has been contacted for comment.