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Sign the petition for fairer travel rights

People shouldn’t face uncertainty or be left out of pocket when their travel plans are cancelled or disrupted. Call on consumer affairs ministers to make a plan for stronger travel rights now.

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Weak consumer protections are leaving us in travel cancellation limbo

The COVID-19 pandemic forced many of us to delay or cancel travel plans over the past two years, but consumers weren't treated fairly. It shouldn't be so hard to get a refund or use a credit.

Last year, CHOICE research revealed that 1 in 5 people (21%) had been unable to use their vouchers after their flights were cancelled due to COVID. Of those who could use their voucher, 44% were forced to pay more than the original cost of the flight.

As many of us return to the skies this year, it hasn't exactly been a smooth ride.

That's why we need clear rules for when things go wrong through no fault of the consumer. And CHOICE’s investigation found that people overwhelmingly want to see changes that make travel refunds easier to access. 66% of Australians would feel more confident booking travel if they had a guaranteed right to a refund.

So we’re calling on consumer affairs ministers to commit to fixing cancellation chaos – and the more of us that come together the stronger our calls will be. With your help, we can keep fair travel in the spotlight.

Here's our plan for fairer travel:

Want to dive into the details? Check out the full report.

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CHOICE’s 2021 research revealed that when COVID-19 hit, many travelers encountered long delays and appalling customer service. 

Our survey found that 53% of respondents waited 3 months or more for a resolution, with nearly a quarter waiting over 6 months. 

Consumers are still grappling with impractical limitations on travel vouchers and unfair solutions from companies to a problem they didn’t cause.

We need stronger and clearer consumer protections to help Australians have the confidence to book travel in the future.

We’re calling for the federal and state governments to implement: 

  • Easier travel refunds.

  • Minimum voucher/credit rights.

  • A mandatory industry code for all airlines and large travel providers.

  • A travel and tourism industry ombudsman.

  • A mandatory information standard at time of booking.

  • An ACCC market study into the travel and tourism sector.

  • A national travel restrictions website.

CHOICE invited people to tell us about their experiences of travel cancellations through an online survey from January to March 2021. We heard from over 4,400 Australians who had travel plans disrupted by COVID-19 and we’re sharing their experiences in a new report. 
The report provides a snapshot of the types of common issues raised by people in their responses. And it sets out our policy recommendations for getting Australians traveling again with confidence that they have clear rights when something goes wrong.
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