Consumer group CHOICE releases major report on travel sector.
Law reforms to “improve consumer protections for people who book travel or tourism services that cannot be provided due to circumstances outside the control of the business and consumer” have been proposed by consumer group CHOICE in a report released this morning.
The organisation has collated input from a survey of travel buyers last year, and come up with seven recommendations including the introduction of a mandatory industry code applying to all airlines and large travel & tourism businesses taking money from Australian-based consumers, as well as a mandatory minimum information standard to be provided at the time of a travel purchase.
A proposed government-funded Travel and Tourism Industry Ombudsman should be established to manage complaints, the report suggests, along with mandated minumum requirements for travel vouchers and credits.
The CHOICE Travel Report 2021 cites scores of examples of consumers dissatisfied with the way their refunds and credits were handled through the pandemic, but also has a significant number of anecdotes where travellers express their appreciation for the support they were given by travel agents.
The recommendations, which will require collaboration between Federal, State and Territory Governments, are being made “to restore consumer confidence in the travel and tourism sector,” CHOICE said.
More details in today’s issue of Travel Daily.