Minister for Fair Trading Virginia Judge today urged NSW consumers affected by disruptions to international air travel caused by the Icelandic ash cloud to seek advice from Fair Trading.

Ms Judge said while European authorities are gradually easing no-fly bans, tens of thousands of passengers remain stranded and others have been forced to cancel their plans.

“The NSW Government will not leave locals or international visitors in the lurch,” Ms Judge said.

“Fair Trading cannot direct airlines on how they manage the crisis, but I encourage people who have any questions about their consumer rights to seek our expert help,” Ms Judge said.

“Consumers have shown great patience throughout the crisis and we have not received any complaints while flights were grounded.

“However, people are now expecting to fulfil their travel commitments.

“We operate a Traveller Consumer Helpline during business hours on 1300 55 20 01.

“Travellers can also seek advice from Fair Trading on 13 32 20.”

Ms Judge said airlines were generally providing refunds to ticket holders and rescheduling flights on a priority basis but advise it may take several weeks to clear the current backlog.

“Industry analysts are predicting fares and other charges such as baggage check-in fees will increase,” Ms Judge said.

“I strongly advise travellers to follow these tips:

• Seek advice now from Fair Trading, your travel agent or service provider,
• Shop around for tickets,
• If you don’t need to travel urgently, plan for the best time to travel,
• If you have booked and paid for travel, accommodation, rental cars or tours, review your travel insurance policy,
• Talk to your insurer as some companies are treating the air travel disruption as an insurable event and others applying an “Act of God” exemption,
• If you have a claim, lodge it immediately,
• Do not make alternative arrangements before speaking to your insurer,
• If you have paid for travel services you cannot use, such as overseas tours and accommodation, contact your service provider and seek a refund,
• If you are refused a refund, contact Fair Trading on 13 32 20 and lodge a formal complaint and
• Consumers who paid for travel services with their credit card may be able to claim a “charge back” via their credit card provider. Check whether there is a time limit so you don’t miss out.

NSW Fair Trading has been advised by the Insurance Council of Australia that generally speaking, insurers are open to accepting and dealing with claims relating to booking made prior to 16 April 2010.

“However, if you made a booking after that date you may face difficulties,” Ms Judge said.

“Fair Trading can intervene on your behalf and attempt to negotiate an amicable resolution.

“You also have the option to take the matter to the Consumer, Trader and Tenancy Tribunal (CTTT).”

Insurance disputes can be referred to the Financial Ombudsman Service on 1300 780 808. Free legal advice is available from the Insurance Law Service on 1300 663 464.

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