Rachel Calleja is among many forced to abandon their holidays who were shocked to learn Flight Centre charges $300 cancellation fees, prompting complaints to the consumer watchdog.
A Victorian family whose dream holiday to the US was cancelled because of coronavirus has accused Flight Centre of "robbery" for refusing to refund the full amount of a Disneyland pass.
"The only part of the holiday we booked through Flight Centre was our Disneyland California hopper pass," she said. "That four-day hopper pass was three adults and two children. When I rang my local Flight Centre to ask for a refund they said to me: 'No, you can't get a refund, we can put the credit on a Flight Centre file, you don't have to use it for Disneyland'.
“These charges, which are outlined in our standard terms and conditions, reflect the fact that our people have performed the service requested of them in booking products for customers and the significant time involved in processing and securing refunds from airlines and other suppliers," he said. The ASX-listed travel giant will also look to close more than 400 stores as the entire travel industry struggles for survival.
"I was really there [at Flight Centre] for five minutes when I spent probably five months booking this holiday and planning this holiday and everybody else has been nice enough to just give me a straight-out refund with no fees involved," she said.
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