Flight Centre has scrapped cancellation fees due the coronavirus pandemic and will refund everyone who was charged from March 13, after countless Aussies complained to the Australian Competition and Consumer Commission (ACCC).
Until now, the travel agent had been stinging customers with a $300 fee per person for cancelled international flights, and a $50 fee per person for cancelled domestic flights. It didn’t matter whether or not the cancellation was the choice of the customer or if the flight had been cancelled by the airline due to the pandemic.
“This is a very welcome move made by Flight Centre for thousands of customers impacted by COVID-19 travel cancellations,” ACCC Chair Rod Sims said.
“We are continuing to discuss issues in relation to refunds and cancellations with the travel sector, and encourage travel providers to treat consumers fairly in these exceptional circumstances.
“While we know some consumers are very concerned about getting a refund or credit for their cancelled travel plans, we do ask people to be mindful of the significant impact that this pandemic has had on the travel industry.”
The policy will also apply to other travel agents which are part of the Flight Centre Group: Aunt Betty, Travel Associates, Student Universe, Universal Traveller and BYOjet.
Flight Centre executive general manager Allisa O’Connell told customers about the new policy in an email on Saturday night.
“The decision to waive fees will impact our business, nevertheless we have heard your feedback and we believe this step is the right one for the current economic conditions where stand-downs and job losses are a daily occurrence for many Australians,” she wrote.
“Please note this waiver applies to our fees – we cannot waive fees or conditions that airlines and other third-party suppliers impose.”
The ACCC said it’s received over 6,000 complaints about refunds in the travel industry, but didn’t say how many were about Flight Centre in particular.
