Fair Trading Minister Virginia Judge is encouraging NSW consumers who have had their travel plans adversely affected by floods to seek advice.

Ms Judge said Fair Trading could not direct travel related businesses, including airlines, in the way they managed the crisis but it could help resolve disputes.

“Affected consumers should consult their travel documents and check with service providers regarding refunds or alternative arrangements,” Ms Judge said.

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

“People will be facing situations where they have paid or made deposits on services they cannot now use, including accommodation, flights, tours and car hire.

Ms Judge said consumers who had paid with a credit card for services that were not provided, may be able to claim a “charge back” via their credit card provider.

“Time limits may apply to credit card charge backs,” Ms Judge said.

“Where disputes do arise between carriers and consumers, Fair Trading recommends consumers approach the supplier in the first instance.

“If problems persist, people should direct complaints to the supplier’s Customer Services Manager.

“Put complaints in writing, particularly via email or fax.”

Ms Judge said visitors to NSW who experience problems with travel related consumer services, could call the Traveller Consumer Helpline between 8.30am and 5pm Monday to Friday on 1300 55 20 01.

Further information is available on the Fair Trading website or by calling 13 32 20 or via email travelhelp@services.nsw.gov.au

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