“We have heard your feedback” says Flight Centre.
Flight Centre has confirmed it will waive all cancellation fees where third party suppliers have cancelled their services because of the COVID-19 pandemic.
A revised cancellation and refund policy issued by the company this afternoon also provides for an additional credit of up to $200 per person (based on booking amount) for customers who leave funds on file for future bookings.
“The decision to waive fees will impact our business, nevertheless we have heard your feedback and we believe this step is the right one for the current economic conditions where stand-downs and job losses are a daily occurrence for many Australians,” the company said.
Flight Centre said the revised waiver followed ongoing discussions with customers and regulators, including the ACCC, and will apply retrospectively to bookings cancelled as a result of COVID-19 on or after 13 March 2020 for which a Flight Centre Cancellation Fee was charged. It does not apply to fees or conditions that airlines and other third party suppliers impose.
The company said its staff would continue to perform the time-consuming task of processing refunds and following up with individual suppliers on customers’ behalf. Refund requests are being processed in date order, with the company currently focusing on bookings for travel up to and including 30 June 2020.
Flight Centre Travel Group Executive General Manager, Allisa O’Connell, reassured customers about the ongoing health of the business, which had been strengthened through its recent capital raising.
“We hope that our steps to support our customers alleviate any ongoing concerns you may have with your travel booking,” she said. O’Connell thanked Flight Centre staff for their tireless work to help customers and chase refunds. “We urge you to be considerate towards our people, as they are doing everything in their power at this challenging time to help resolve any issues for you,” she said.
More details in Monday’s issue of Travel Daily.