Travel affected by bushfires

If bushfire occurs in the area you plan to travel to, and you need to postpone or cancel your trip, you may be entitled to a partial or full refund.

The conditions created by the current bushfires may result in some guests postponing or cancelling holiday plans, accommodation and tours but some may have rights to a refund.

However each situation is different so in the first instance you should speak to the accommodation or service provider to check the cancellation policy supplied at the time of booking or on the business’s website.

Under Australian Consumer Law, it doesn’t matter how holidaymakers booked their accommodation – including holiday letting through real estate agents, camping grounds, cabins and online booking services such as Airbnb and Stayz.

Businesses may be entitled to retain any reasonable expenses incurred before the customer cancelled due to the current emergency. Accommodation providers should check their business insurance details.

Consumers are not entitled to a refund due to poor or less-than-ideal weather as this would be unlikely prevent the booking from going ahead.

Travel and accommodation guide for industry

This guide provides information on Australian Consumer Law for travel and accommodation businesses. This guide is relevant if your business:

  • provides holiday accommodation
  • provides travel (e.g. airlines or coach services)
  • provides services related to travel (such as tours and recreational activities)

Further information

See the NSW Government’s disaster assistance response

More information

Keep up to date with the latest bushfire alerts and warnings in your area

More information

Bushfire Housing Assistance Service

The Bushfire Housing Assistance Service to support people who are temporarily or permanently displaced as a result of the NSW bushfires.

More information

Watch out for scams

Scammers are smart and will use events like bushfires to fraudulently take money from others.

Learn more about scams to make sure you don't get caught out.

Contact us

Can’t find the information you’re looking for? Call us on 13 32 20 or submit an online enquiry.

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