We paid and booked flights from Sydney to Darwin on 26/02/2020/departing on the 21/07/2020 with Webjet. It was cancelled

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Customer: We paid and booked flights from Sydney to Darwin on 26/02/2020/departing on the 21/07/2020 with Webjet. It was cancelled by the Airline due to Covid 19. We have tried to use the credit to fly to Darwin this july but webjet are trying to charge us an additional $750 on top of our original $1380.00. We were not given the choice of a refund which is what we have asked for now but we have heard nothing. Is there any thing we can do to recover our money. Thanks Peter Wilkins
JA: What state is this in? And just to clarify, when was the purchase made?
Customer: We are in Victoria Wodonga 26/02/2020
JA: Have you contacted the seller or manufacturer?
Customer: Yes
JA: Is there anything else the Lawyer should know before I connect you? Rest assured that they'll be able to help you.
Customer: No
Answered by John Melis in 1 min 2 years ago
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John Melis
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John Melis
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John Melis
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John Melis, Expert

Hello, I’m John Melis, a solicitor in Australia; I hope I can help you better understand what’s going on.

Peter,. you are entitled to a refund With respect to the monies you have paid.

Peter, the first step is to consider the terms and conditions, including those online.

Peter, if the agency or third-party is not acting appropriately with refunds or changes to bookings, you may raise a misleading conduct claim.

The Australian consumer law will protect you under the consumer guarantees that apply to all Australians.

Peter, may I suggest that you issue a formal complaint in writing to the other party, seeking an assessment/review on the matter and that you require a response within 7 to 14 days subject to your requirements!

Enclosed in this correspondence copies of the terms and conditions of the policy.

Peter, where no response is received, you can then raise a claim in the Tribunal or Court for compensation (refund of your money).

Peter, ​I thank you for raising your question on Just Answer.

If there is anything else, big or small, that I can help you with today, please let me know.

Customer
We have requested a refund but as yet have not had a response which included a complaint. How long should we wait?
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John Melis, Expert

I would suggest that 14 days is sufficient. If there is no response, commence proceedings as I've suggested above.I wish you a pleasant Monday afternoon.It was my pleasure to help you today, and I thank you for chatting with me. Let me know if you have any other questions.
Customer
Thanks
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John Melis, Expert

Enjoy the rest of the day.
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