Following on from our previous story on UK airlines and holiday booking firms having been chastised for withholding customer refunds, it surfaces that the landscape is worryingly similar in Australia, where the Australian Competition and Consumer Commission (ACCC) has warned travel operators to ‘honour the terms and agreements’ set up with their customers. 

“Informing consumers that they have no right to a refund when in fact they do is likely to constitute misleading conduct in breach of the Australian consumer law,” the country’s consumer watchdog said, commenting on the various cancelled flights, cruises, tours and accommodation effected by the Covid-19 pandemic.

Similar to the actions of British budget airline Ryanair, Topdeck, a major youth travel operator, is now offering a travel voucher to its customers in place of a refund – a move that the company said was in line with ACCC guidance and the industry standard.

“A consumer’s rights to a refund will be governed by the terms and conditions of the contract entered into between the consumer and travel provider,” An ACCC spokesperson said. “We appreciate that this is frustrating for consumers but encourage everyone to recognise the substantial impact that it has had on the travel industry.”