Choice poll reveals time it takes to get a refund for cancelled flights

Aussies polled in a recent survey revealed the time it allegedly took for them to get a refund following a cancelled flight, with experts not shocked by the results.

A new survey has revealed that almost 40 per cent of flights were cancelled or delayed in the past year which has raised alarm bells heading into the festive period.

Consumer advocate Choice conducted a poll of about 9,000 Australians that found “consumers still face a number of difficulties when dealing with the aviation industry”.

According to the survey, 63 per cent of respondents claimed that no reason was given for cancellations while 65 per cent found the cancellation process “very hard”.

Of those who pursued a refund for a flight cancellation, 47 per cent claimed it took a month to get their money back, with 20 per cent claiming it took more than six months for a refund.

“Our survey found people are feeling frustrated as flights continue to be delayed and cancelled, often without reason or sufficient warning,” Choice senior campaigns and policy adviser, Bea Sherwood said.

Two in five Aussies had a flight cancelled or delayed over the past 12 months, according to a recent Choice poll. Picture: Liam Kidston

Ms Sherwood added that those who end up receiving a refund often “have to fight tooth and nail” with the airline for months.

She said the figures proved to be a concern ahead of the busy Christmas travel period.

“Our survey found two in five respondents had their flight cancelled or delayed in the past year (from October to now) – this does not bode well for the upcoming busy Christmas and New Year period when airports will be flooded with travellers flying to visit loved ones.”

“The fact that people continue to experience such significant difficulties with air travel is simply not good enough.”

More than 8.5 million people are due to fly on Qantas and Jetstar services alone, in December and January across almost 70,000 flights with both carriers urging passengers to be patient and respectful of staff.

Of those who pursued a refund for a flight cancellation, 47 per cent received it within a month.

“With so many people travelling over summer some parts of air travel can take a little longer than normal, like security screening, so please be patient and be respectful to airport staff, crew and other customers,” Qantas said in a statement.

Ahead of its busy travel period, the national carrier and its budget airline are urging travellers to check-in online for domestic flights, arrive at least one to two hours before the departure of a domestic flight and two to three hours for an international flight, and stay within baggage limits for carry-on and check-in bags.

It warned bringing excess carry-on baggage on board can lead to flight delays and has pleaded with passengers to be respectful and patient.

It further warned bad weather and air traffic control issues could contribute to delays and cancellations.

More than 8.5 million people are due to fly on Qantas and Jetstar services, in December and January across almost 70,000 flights with both carriers urging passengers to be patient and respectful of staff.

Meanwhile, a vast majority – 85 per cent of Choice respondents – also reported they were not offered accommodation or meal vouchers from an airline when their flight was delayed.

With airlines such as Qantas and Virgin offering refunds and flight credits, and sometimes accommodation, to passengers whose flights are cancelled, there’s a push to enforce compensation laws.

Advocates say it would act as a greater cost disincentive against cancelling flights and set out hard time frames to pay affected customers.

Adam Glezer, from Consumer Champion said he is not surprised by Choice’s findings.

As such, Choice has been advocating for reform to the aviation sector for many years, and together with the Consumers’ Federation of Australia have recently made a submission to the Federal Government’s Aviation Green Paper, calling for new airline specific consumer protections.

These protections include the establishment of a new independent travel and tourism industry

ombuds scheme, minimum compensation arrangements for delayed or cancelled flights, clearer

rights for refunds, and minimum requirements for travel credits.

Adam Glezer, from Consumer Champion, who has taken part in three round tables for the Aviation Green Paper, said he is not surprised by Choice’s findings, adding that he’s been advocating for protections similar to those in the EU and UK for several years.

“They have been in place since the start of 2005 and hold airlines accountable for cancelling flights within 14 days of departure and for flights delayed greater than three hours (as long as it’s within the airline’s control),” he told news.com.au.

“If deterrents aren’t put in place for the airlines, nothing will change.”

He said the lack of competition in the Australian aviation industry makes these protections even more important as consumers have “very limited options, even if they’ve been wronged by an airline”.

“Consumer Protection when it comes to Aviation has to be taken seriously. Nothing has happened in this space for way too long and action in this area that affects millions of Australians is well overdue.”

The Federal Government’s final Aviation White Paper. is due in the middle of next year and Ms Sherwood said there are hopes it will set out a clear plan to strengthen consumer protection in the aviation industry.

“Sensible reforms such as an independent ombuds scheme will ensure people no longer have to deal with the emotional, financial and logistic hardships so many travellers have experienced over the past few years,” she added.