"Without us, your are on your own": travel agents issue a reminder

It is easy nowadays to book yourself directly with airlines and hotels.

Using a travel agent may seem a little old fashioned - and sometimes more expensive. Until the excrement hits the fan.

Then a travel agent may have the clout to rescue your trip.

With thousands of Australians impacted by the closure of one of the world’s most important airports, London Heathrow, and flight cancellations due to the ash cloud in Indonesia, Australian travel agents took the opportunity to remind potential customers what it is they do: solving problems, rebooking flights, and getting stranded travellers home.

The fire and subsequent power outage at Heathrow created significant travel chaos: disrupting flights worldwide and leaving Australian travellers scrambling for solutions. 

The ripple effect on Australians' travel plans was substantial, compounded by ongoing cancellations and delays due to volcanic activity in Indonesia.
"When travel plans fall apart, accredited travel agents are the difference between a quick resolution and being stuck in limbo," the Australian Travel Industry Association (ATIA), which represents travel agents, operators, wholesalers and ITOs, said in a statement.

"Members are working around the clock to support Australian travellers, demonstrating why professional travel assistance is essential. Travel agents are rebooking flights, securing alternative routes, and ensuring travellers make it to their destinations with minimal disruption." 

In times of crisis, travel agents negotiate with airlines and suppliers on behalf of their clients, ensuring fair outcomes, ATIA says.

"The reality is clear: travellers who book through accredited agents and travel businesses have a trusted advocate when the unexpected happens. 

"ATIA urges Australians to always book with an ATIA-accredited travel business to ensure they have the support they need when global events impact their plans."

ATIA CEO Dean Long says: “The scale of disruption caused by Heathrow’s shutdown and the Indonesian ash cloud demonstrates just how critical Australia’s travel agents and businesses are when things go wrong. 

"Every day, ATIA-accredited travel businesses are working behind the scenes to rescue stranded travellers, reroute itineraries and provide trusted advice in real time.

“When the unexpected happens, choosing an ATIA accredited travel business means having the support you need to get back on track - because without a travel agent, you really are on your own.”

See www.atia.travel 

Image: Aleksei Popov, Scop.io

Stand up for your rights: young Australians lead the way

Australians are notoriously bad at standing up for their consumer rights.

They'd rather accept shoddy service, or a product that doesn't work properly, than make a fuss.

Research from consumer organisation Choice found that just 38% of Australians have asked for a refund, replacement or repair in the last five years because a product did not work or was not what they asked for.

And with Australians expected to spend a record $21 billion in stores and online during the post-Christmas sales, Choice is encouraging consumers not to put up with dodgy products and to feel confident in asking for a refund, repair or replacement.

Young Australians aged 18-34 are the most likely (49%) of any age group to ask for a refund, while just 24% of older Australians aged 65-75 had asked for a remedy in the same situation.

"While we're happy to see 49% of young Australians leading the charge when asking for a refund, replacement or repair, we want all Australians to feel just as confident in exercising their consumer rights when they need to," says Choice director of campaigns and communications Erin Turner.

"By knowing your rights when a product you bought doesn't work, or wasn't what you asked for, you can avoid additional financial strain," says Choice managing editor Margaret Rafferty.

So if you've splashed some cash on gifts at Christmas or are thinking of picking up some bargains in the Boxing Day sales, Choice has some valuable tips.

Australian businesses are all bound by the Australian Consumer Law (ACL) which sets out consumer rights.

You're entitled to ask for a repair, replacement or refund if 

# a product isn't fit for purpose
# a product doesn't match the description
# a product is significantly different from what you expected
# the business made extra promises it hasn't kept
# spare parts and repairs aren't available
# the business didn't have the right to sell you the goods.

Similar guarantees apply to services, which must:
# be performed with proper care and skill
# be fit for a particular purpose or achieve the result you expected
# be delivered within a reasonable time, or by the end date in a contract

These guarantees cover gifts, online products and services from all Australian businesses and sale items are covered, too.

Keeping receipts will help smooth the returns process if you need to take something back.

"Keeping a record of your purchase is always important, especially for high-value purchases," says Turner.

"In the worst case scenario, a company or manufacturer might not respect your consumer rights and you may need to go to a court or a tribunal. If this happens, good record keeping will increase your chances of a good result."

Signs that say things like "No refunds", "No refunds on sale items" or "Exchange or credit note only for return of sale items" aren't legal. So don't shop at places that display those signs.

But also don't take the mickey.

If the item you've bought isn't faulty but you've changed your mind, found it at a cheaper price elsewhere or it's an unwanted Christmas or birthday gift, Australian retailers are not under any legal obligation to give you a refund or exchange. Nor should they.

Image: Maksim Chernyshev, Scop.io