Earlier this year, consumer group CHOICE surveyed more than 4,000 Australians whose travel plans were disrupted by COVID-19. This week, CHOICE published its findings in a report called Consumer protection for Australian travellers: a plan for clarity, consistency and fairness. And the findings are pretty damning for the travel industry. Many complained that it was far too difficult to get a refund or use their travel credit.

According to CHOICE, only 17% of survey respondents actually got a full refund, over half waited more than 3 months for a resolution, and 90% of respondents believe Australian laws need to change to make it easier for consumers to get a refund when they’re unable to travel as planned.

In this episode Alison Elliot, one of the authors of the report and Head of Policy and Government Relations at CHOICE, joins Matt to discuss the report, recommendations and tips for airline customers to get their money back.

 

Episode contents:

1:20 - Fortnightly news round-up

10:45 - Interview with Alison Elliott, Head of Policy and Government Relations at CHOICE

43:24 - Update on the trans-Tasman travel bubble and Matt's eventful trip from Auckland to Perth

 

Links:

AFF on Air Discussion thread - a dedicated AFF thread to discuss the podcast and ask questions

CHOICE Report: A plan for fairer consumer protections for Australian travellers

Sign the CHOICE petition

AFF article: Qantas Airport Service Desk Closures Disastrous

Official New Zealand government page on quarantine-free travel from Australia

 

Frequent Flyer Gazette articles referenced in the fortnightly news round-up:

Australia’s “Four-Phase Plan” to Reopen Borders

There is No Queue to Return to Australia

Queensland Raises Hotel Quarantine Fees

How to Prevent Avianca LifeMiles Expiring

Etihad Quietly Drops Multiple Partner Airlines

Qantas Extends Status Fast Track Period

Earn 50 Qantas Status Credits at BP