With the warmer weather approaching, many of us are busy booking our next exciting trip. Whether booking through an agent or online, you have rights under the Australian Consumer Law. Here are some tips to help ensure your holiday plans go smoothly:
When looking for a travel agent, check that they:
• are accredited (for example, through the Australian Federation of Travel Agents accreditation scheme – ATAS) or have received another stamp of approval to provide specific products and services
• advertise their services and any deals clearly and accurately
• listen closely to what you want, answer your questions, make appropriate suggestions, and explain any terms and conditions.
Also, ask friends and family for referrals.
When buying from online sellers, check that:
• they have a good reputation. For example, read online reviews and comments
• their contact details, such as phone number and email address, are on their website
• the website payment page includes security features, such as a padlock symbol and address starting with ‘https://’
• they display clear processes for solving problems and giving replacements and refunds.
Your Australian Consumer Law rights may also apply when you buy from an overseas online business, but you might find it difficult to get a refund or other solution if something goes wrong.
However you choose to buy your travel, note that if you pay with credit card or by selecting ‘credit’ on a MasterCard or Visa debit card, you may be able to seek a chargeback from your bank if you don’t get what you paid for.
You cannot seek a chargeback if you pay by ‘cheque’ or ‘savings’ on your debit or eftpos card, or if you pay by cash, cheque, money transfer, direct debit, BPAY, or any other way.
In the unlikely event that your travel booking does not go as planned:
• contact your travel agent for assistance
• if you booked with a credit card or by selecting ‘credit’ on a MasterCard or Visa debit card – contact your bank as soon as possible to seek a chargeback.
If you cannot resolve a dispute with your travel provider:
• seek support through the relevant accreditation scheme, if you used an accredited provider
• contact the Airline Customer Advocate if you have a problem with a participating airline
• your state or territory consumer protection agency can help you understand your rights and may assist you to resolve the dispute.
Australia’s consumer protection agencies are informing people how they can pack some peace of mind for their next holiday. Find out more at www.packsomepeaceofmind.gov.au
Have you ever had something go wrong on your holiday? How did you have it fixed? Would knowing the above have helped you? Share your experiences below.