Travellers are urged to check the terms and conditions before cancelling bookings, as Consumer Protection continues to receive complaints from people mistakenly expecting automatic refunds, particularly as a result of illness.
- Cancelling travel due to illness does not guarantee a remedy under consumer law
- COVID-era rules no longer apply - important to check the booking's T&Cs
- Flexible booking options and travel insurance the best ways to protect yourself
Travellers are urged to check the terms and conditions before cancelling bookings, as Consumer Protection continues to receive complaints from people mistakenly expecting automatic refunds, particularly as a result of illness.
So far in 2025, the Department of Local Government, Industry Regulation and Safety (LGIRS) - Consumer Protection has received 45 complaints from consumers who cancelled travel plans due to illness and expected refunds, despite their booking terms not allowing for it.
In one deeply unfortunate case, a traveller who had purchased non-refundable flights and did not have travel insurance later received a terminal cancer diagnosis. Despite providing medical evidence that he could no longer fly, the airline declined to issue a full refund. Following conciliation by Consumer Protection, the airline agreed to return only a portion of the fare - around one-fifth of the total cost - as a goodwill gesture.
Under the Australian Consumer Law, refunds and remedies generally only apply when the travel provider has failed to deliver the service as agreed. Consumers are generally not entitled to a remedy if they cancel for personal reasons, such as sickness, as it is considered a change of mind.
Commissioner for Consumer Protection Trish Blake said the rules in place during the COVID-19 pandemic no longer applied, and consumers should not assume those conditions are still in place.
"We understand falling ill before a trip can be distressing, but it's important to know that the special flexibility many businesses offered during the pandemic is no longer the norm," Ms Blake said.
"Some businesses may still choose to offer a refund, date-change or credit voucher for illness as a goodwill gesture, but this is entirely at their discretion unless the terms and conditions provide for it.
"Consumers should take the time to read and understand the booking conditions before confirming, as not all tickets or packages are refundable or flexible.
"If flexibility is important, consider booking options that allow for changes or refunds - even if they cost more - and always check the cancellation policy before you pay."
Consumer Protection further encourages travellers to take out travel insurance that suits their needs as soon as possible after booking and to check whether illness is covered.
Travel consumers who are having trouble getting a remedy for a booking cancellation or postponement made by the provider can lodge a complaint on the LGIRS Consumer Protection website
