Fair Trading Minister Anthony Roberts today encouraged NSW consumers who have had their travel plans disrupted by recent severe storms and flooding to seek advice from NSW Fair Trading.

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

“Affected consumers should consult their travel contracts and documents and check with service providers regarding refunds or alternative arrangements,” he 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 can not now use, including accommodation, flights, tours and car hire.”

Mr Roberts 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,” he 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.”

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.

For more information call 13 32 20, visit the NSW Fair Trading website or email travelhelp@services.nsw.gov.au

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