A Jindera retiree has been left waiting for answers after requesting a refund for a cancelled flight more than four months ago.
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John Coles and his wife's trip to Noosa for a family birthday gathering was ground to a halt when COVID-19 restrictions took hold midway through March.
With the Queensland border closed unless those wishing to enter served 14 days quarantine, Mr Coles set about getting the $1255 back for fares with Qantas, which he paid in full on January 7, after the airline announced in June it would offer customers refunds for all flight cancellations.
Mr Coles was contacted by his booking agent at Flight Centre Lavington and told his fare had been held in credit, with the option to rebook another trip up until December 31, 2021.
But he had no reason to fly anywhere else.
IN OTHER NEWS:
"I went into Flight Centre at Lavington on June 22 and the agent wasn't there, but on the 23rd she rang me and I asked her for an email to be sent to let me know what was happening," Mr Coles said.
"She said she would, but I haven't got it yet. If a person makes an inquiry, you've got to answer it.
"I'm not the only person, there's probably thousands in the same position. I'm doing this for everyone."
The Lavington branch has been closed temporarily with customers handed to Flight Centre's Albury store in Myer Centrepoint.
Mr Coles said he had confirmation from the Albury manager he would be paid back this month, but is still yet to hear anything.
Flight Centre's global media and investor relations manager Haydn Long said airlines generally take 12 weeks to return money, but this year has been anything but normal for the industry.
"Flight Centre requested the refund on the customer's behalf in June, about four months ago, but the airline has not yet returned the money," Mr Long said.
"Once we receive the money back from Qantas, we can have it back to the customer fairly quickly, but unfortunately we do need to wait for the supplier to return the payment.
"We have actually retained additional staff during this downturn to help us achieve that fast turnaround.
"We can certainly understand customers' frustration and we and our people throughout Australia will do what we can to help."