Flight Centre attempts to calm furious customers as it caps cancellation fees on travel plans disrupted by the coronavirus outbreak
- Flight Centre has capped fees following outrage over $300 cancellation charge
- Customers were also facing a 12-week until they were refunded for cancellations
- Thousands have complained about Flight Centre's cancellation policies
- Here’s how to help people impacted by Covid-19
Travel company Flight Centre has capped fees following outrage over cancellation costs.
Thousands of customers were left outraged after they were slapped with the charge while trying to cancel their travel plans amid the coronavirus pandemic.
Customers were also having to wait 12 weeks until they were refunded.
However, Flight Centre revealed in a letter on Friday that cancellation fees for international travel plans would be capped at $600 for bookings of two or more customers.
Travel company Flight Centre has capped fees following outrage over $300 cancellation charge (stock)
Anyone with domestic books would have their cancellation fees capped at $100 per booking rather than $50 per person.
Travel credits have also been extended from July 2021 to December 2021, allowing customers to travel once restrictions have lifted.
Many have declined this in the fear travel restrictions won't be lifted for when they reschedule their trip.
Flight Centre had previously defended their cancellation policy.
Flight Centre's global media manager Hadyn Long told the Age earlier this week customers can avoid the fee if they keep their money as credit for future holidays.
'These charges, which are outlined in our standard terms and conditions, reflect the fact that our people have performed the service requested of them in booking products for customers and the significant time involved in processing and securing refunds from airlines and other suppliers,' he said.
Share this article
'If customers request a refund, charges do normally apply, although they are being waived or reduced in some cases.'
The company acknowledged the delay for refunds was causing stress but blamed the airlines for the hold up.
Allisa O’Connell, Executive General Manager, Flight Centre Travel Group, said in the letter: 'On behalf of our business, I would also like to apologise for the long delays in processing your refund.
'Unfortunately the administration involved in processing refunds is extremely time consuming and intensive and must be done on an individual basis for every single customer booking to ensure accuracy.
'To ensure we are working through all refunds as quickly as possible, we have also increased the size of our refunds team.'
However Flight Centre revealed in a letter on Friday that cancellation fees for international plans would be capped at $600 for bookings of two or more customers (stock)
Thousands of Australians have complained about Flight Centre's cancellation policies.
The problem is so widespread a Facebook page has been set up called 'Flight Centre - Give us our refunds' which has more than 1,200 members while dozens are considering a class action lawsuit.
Among them is David Swiggs who saved for up for two years to take a family holiday to Europe with his wife and three children
Mr Swiggs told Daily Mail Australia despite the airline offering a full refund for cancelled flights, they're facing excessive fees from the travel agent and a lengthy wait time to get their money back.
'Flight Centre is wanting to charge us $1,500 for flights that have been cancelled,' he said.
He said the entire process is causing unnecessary stress on his family during an already difficult time.
'My wife is in an essential industry, providing out of home care for children removed from their families by child protection. I'm trying to work from home while home schooling the 3 kids under 14,' he said.
'It is just adding to the stress. Working from home. Having to home school the kids. Then to think that some company thinks it can basically take our money.'
Comments 0
Share what you think
No comments have so far been submitted. Why not be the first to send us your thoughts, or debate this issue live on our message boards.
