Podcast #64: CHOICE’s Plan to Fix the Travel Cancellation Chaos

CHOICE’s Plan to Fix the Travel Cancellation Chaos
Consumer Group CHOICE wants to make it easier for customers to access refunds when travel is cancelled due to COVID-19. Image: Adobe Stock.

Consumer group CHOICE recently surveyed more than 4,000 Australians whose travel plans were disrupted by COVID-19. Unfortunately, their findings do not paint a pretty picture of the travel industry.

This week, CHOICE published its findings in a report called Consumer protection for Australian travellers: a plan for clarity, consistency and fairness. According to CHOICE, only 17% of survey respondents actually got a full refund. Over half waited more than 3 months for a resolution, and 90% of respondents believe Australian laws need to change to make it easier for consumers to get a refund when they’re unable to travel as planned due to COVID-19.

In Episode 64 of the AFF on Air podcast, Matt chats to the report’s author and Head of Policy and Government Relations at CHOICE, Alison Elliott. The interview delves into some of the shocking findings of the report, CHOICE’s plan to restore consumer confidence in the travel industry and tips for airline customers to get their money back.

CHOICE has also started a petition for fairer traveller rights.

Also in this episode, Matt talks about the recent changes to the trans-Tasman travel bubble and his eventful trip from Auckland to Perth. And as always, hear about the latest news and issues affecting frequent flyers from the past fortnight.


Listen now to AFF on AIR Episode 64: “CHOICE’s Plan to Fix the Travel Cancellation Chaos”

You can also view the episode notes. If you’d like to discuss this episode, ask Matt a question or suggest a topic for a future episode, you can join the discussion on the AFF on Air Discussion thread.


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Matt Graham
The editor of Australian Frequent Flyer, Matt's passion for travel has taken him to over 60 countries… with the help of frequent flyer points, of course!
Matt's favourite destinations (so far) are Germany, Brazil, New Zealand & Kazakhstan. His interests include economics, aviation & foreign languages, and he has a soft spot for good food and red wine.

You can contact Matt at [email protected]


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