Consumers left high and dry by travel agent clauses

CHOICE asks the ACCC in investigate Flight Centre
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01.Unfair travel clauses


CHOICE has requested that the ACCC investigate travel giant Flight Centre following revelations that it may be asking consumers to waive their right to credit card chargeback.

In October, rival travel agent Jetset Travelworld Group was the not-so-proud recipient of a Shonky for a clause found in the terms and conditions of several of its brands (including Travelworld, Harvey World Travel and Best Flights) which asks consumers to waive this right.

However since then Jetset Travelworld Group amended their contract terms and conditions, removing any mention of the word "chargeback". The new terms and conditions inform consumers that if they do not receive a service that they have paid for, liability for the undelivered service is “against the provider only and not against us”.

CHOCE maintains that they are still asking consumers to sign away an important consumer protection, and referred them to the ACCC in November.

CHOICE contacts ACCC

Recently CHOICE received an email from a member saying that Flight Centre has a clause which uses similar language to the new Jetset Travelworld Group one. Within Flight Centre’s terms and conditions is a clause which claims that if a service provider fails to deliver a service that a customer has paid for, the customer’s “remedy lies against that provider and not with us”.

CHOICE has now written to the ACCC again and requested that they also investigate Flight Centre’s clause. We encourage consumers to come forward with any similar clauses they may find in the T&Cs of other travel agents or merchants.

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