CHOICE’s 2021 research revealed that when COVID-19 hit, many travelers encountered long delays and appalling customer service.
Our survey at the time found that 53% of respondents waited 3 months or more for a resolution, with nearly a quarter waiting over 6 months.
Years later, consumers are still grappling with impractical limitations on travel vouchers and unfair solutions from companies to a problem they didn’t cause. An October 2023 survey of CHOICE supporters found that 2 in 5 people are still experiencing delayed or cancelled flights and many are struggling to access refunds. 63% of respondents who had a flight cancelled said the airline didn’t even give a reason for the cancellation. That's just not good enough.
We need stronger and clearer consumer protections to help Australians have the confidence to book travel in the future.