Etihad will offer refunds to all consumers who purchased airfares in Australia which were consequently cancelled due to COVID-19.
The airline will contact consumers who booked directly with the airline as well as Australian-based travel agents to inform customers that they can elect to receive a refund for a cancelled flight even if they had previously accepted a “flight credit”.
The change comes as the Australian Competition and Consumer Commission (ACCC) raised concerns about the airlines rebooking policy.
Etihad will offer refunds to all consumers who purchased airfares in Australia which were consequently cancelled due to COVID-19.
The airline will contact consumers who booked directly with the airline as well as Australian-based travel agents to inform customers that they can elect to receive a refund for a cancelled flight even if they had previously accepted a “flight credit”.
The change comes as the Australian Competition and Consumer Commission (ACCC) raised concerns about the airlines rebooking policy.
From March 26 to June 3, Etihad’s COVID-19 rebooking policy did not provide customers with the right to a refund if their flight was cancelled due to pandemic restrictions.
This policy was updated on June 3 to include flights departing from Australia.
Etihad’s conditions of carriage now state that a consumer can elect to receive a refund in the event that Etihad fails to operate their flight reasonably according to schedule, for any reason.
Mr. Sims re-iterated that Australian Consumer Law applies to all businesses who trade in Australia, regardless of where they are owned and operated.
“The protections of the Australian Consumer Law, which extend to all corporations carrying on business in Australia, prohibit making false or misleading representations about a consumer’s right to a refund, including their contractual refund rights,” Mr. Sims said.
“Consumers who believe they are entitled to a refund because they booked their fare while in Australia and who are not contacted by Etihad or their Australian travel agent by 7 August 2020, should contact the business that sold them their ticket.”
Source: 9news.com