A red and blue suitcase stand together in a space with a white wall and wooden floor. A camera, sun hat and wedge heels rest on and next to the suitcases.

While travel has become easier since the COVID-related restrictions have eased, there are still times when things happen that prevent you from getting to your holiday accommodation.

Should you find yourself in such a situation, scan the terms and conditions of your contract for a 'force majeure' clause. This says what happens when the services can't be delivered due to an event outside everyone's control. Many travel related suppliers have updated their terms and conditions since the pandemic.

The Australian Competition and Consumer Commission (ACCC) says it expects refunds to be provided where:

  • the terms and conditions at the time of purchase specify you are entitled to a refund
  • you bought a ticket that was promoted as refundable
  • you were told you would receive a refund, even if the business later changed its mind
  • you have a right to a refund under state or territory legislation or common law.

My flight, cruise or tour has been cancelled. Am I entitled to a refund?

If your travel has been cancelled, you should look at the terms and conditions of your contract to see whether it specifically excludes the cause for cancellation. If not, you may still have rights to seek a refund or a credit. If the travel provider is offering a credit note or voucher, it should have an expiration date which is long enough to allow you to use the credit. If you booked through a travel agent, you should find out what the travel provider (e.g. cruise operator or accommodation provider) is offering in terms of a refund or credit voucher to make sure your travel agent is passing that on in full.

Businesses must not mislead consumers about their rights to a refund or the right of the business to retain payments the consumer has made. If you think that you should be entitled to a refund (because the business is not able to provide the agreed goods or services in accordance with the contract) but are only being offered a credit note, you should try to resolve this amicably with the business. If this is not possible you may seek advice from CBS or obtain your own independent legal advice.

If you have purchased travel insurance, you should contact your insurance provider to check if you are covered.

Learn more about your rights relating to flight delays and cancellations from the ACCC website.

My flight, cruise or tour service has been cancelled. Am I entitled to compensation for related expenses booked separately, such as accommodation?

You should first approach the provider of the related service to see if they are offering a refund, replacement service or voucher.

Terms and conditions will vary between travel providers and it is important you understand the terms of your booking that cover any cancellation scenario. Always ask the business what remedy you will receive if your booking can’t proceed.

If you are uncertain about whether a change of mind refund will be provided, consider purchasing travel insurance and check with your insurer about what is covered under their policy before you purchase, some may still have COVID-19 exclusions.

For more information on COVID-19 issues affecting consumers, see the ACCC’s website.

I want to cancel my future travel booking due to health and safety concerns. What are my rights in this situation?

If you no longer wish to travel due to concerns about health and safety, this may be treated as a ‘change of mind’ depending on whether:

  • The terms of your booking allow you to cancel the booking and receive a refund (for example some types of airline bookings allow a cancellation with refund at any time).
  • The travel is booked for a date in the future and it is too premature to determine whether illness will prevent you from travelling.

You should consider the terms of your booking or contact the provider to see if you are entitled to a remedy such as full or partial refund, credit note or voucher. We encourage all businesses to work with their customers and treat consumers fairly in these exceptional circumstances.

Should I buy travel insurance - if so when?

Travel insurance offers important protections when unforeseen events occur either before you start your holiday, at the destination or in the swing of the holiday fun.

Overseas travel insurance providers often specify policies must be booked no later than 14 days prior to departure, but it's widely recommended to purchase as soon as the trip dates are secured.

If flights, a hotel room, or even an activity are cancelled before you do this, you may be unable to claim the cost.

Does my travel insurance have to cover me if I cancel?

You need to check your policy to see if the cause for non-travel is covered. Additionally, some travel insurance policies will allow cancellation for safety reasons if the advice level increases after the policy is purchased.

We advise you to read your travel insurance policy’s Product Disclosure statement and speak directly with your insurance provider to find out more about your coverage.

If you believe your travel insurance covers you for losses related to your scenario but your insurer has refused a claim, you can lodge a complaint with the Australian Financial Complaints Authority (AFCA).

Travel tips

Check out tips for travellers to find out more.