Ask Finder: Will my credit card travel insurance cover travel agent issues?

Posted: 8 May 2019 7:46 am News

Can a credit card help if your travel agent booked the wrong date for your trip?

Hi,
I'm about to go on an overseas trip and just realised the travel agent booked the wrong date for my return flight to Australia. Said travel agent now seems to be avoiding me too. I booked this trip with my ANZ Travel Adventures credit card, so will the overseas travel insurance cover my flight change costs? What else can I do?
Thanks,
Time-turner

Unfortunately, your complimentary travel insurance won't cover errors and omissions – including those made by your travel agent.

But you do have other options for dealing with this horrible situation.

First, try to get onto your travel agent again. See if you can reach someone at the company and request a resolution or lodge a formal complaint.

If you don't have any luck, check to see if the travel agent is accredited through the Australian Federation of Travel Agents (AFTA). You can do this by visiting the ATAS (AFTA Travel Accreditation Scheme) website or by calling 1300 00 8728.

If the travel agent is accredited, you may be able to lodge a complaint through ATAS. If you have emails, an itinerary or other documentation from the travel agent, make sure you mention this and submit it as part of your complaint.

Next, contact ANZ on 13 13 14 and explain what's happened. While you can't make a claim through the travel insurance, you could submit a chargeback request for the transaction.

Make sure you provide as much information as possible to help support the request – including details showing that you have tried to contact the travel agent. Your chargeback request will be assessed before it is approved or declined but, in the meantime, ANZ can go through your options for getting the money back.

You can also contact your state or territory Consumer Protection Agency. They will be able to give you further advice and assistance based on your location, including what rights you have under Australian Consumer Law.

Going ahead with any or all of these options should help you get a resolution – hopefully before the start of your trip!

Ask Finder is a regular column where Finder's expert writers answer your questions. All rates and fees are correct at the time of publication and we only give general advice.

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