Thinking of taking a trip?

It’s easy to get swept up in the excitement of planning a holiday but there are simple steps you can take to protect yourself in case your itinerary doesn’t go to plan.

Read on for tips from Consumer and Business Services (CBS) to help make your time away as smooth as possible.

Remember to shop around

Sometimes the first advertisement you see for a hotel or travel package is the best deal you’ll find, but it’s wise to consider other options to make sure. Check online reviews and ask for recommendations from family and friends.

Remember to ensure the booking and payment page is secure when booking online. The web address should begin with ‘https://’ and include a padlock symbol.

If you decide to use a travel agent, it’s important to ensure they have a good reputation, are accredited and have insolvency insurance to cover you in case they stop operating.

Consumer guarantees

Did you know that Australian Consumer Law (ACL) provides protection for travel bookings?

Accommodation, transport and attractions within Australia are subject to ACL consumer guarantees. This means you must receive the services you requested and paid for within a reasonable timeframe. If there’s a problem, you may be entitled to a replacement travel service or refund.

Travel service contracts must be fair and uphold consumer rights. It’s worth taking a few minutes to read the fine print before embarking on your next adventure.

Businesses must provide clear information and prices about the services they’re offering. Hotel rooms, for example, should be accurately described and represented in any photos in brochures or online. If you arrive to find something different, please let the management know.

Cancellations

Always check the provider’s cancellation policy before you book.

Do they offer a full or partial refund if you cancel within a certain timeframe? Make sure you’re comfortable with the terms in case something unexpected happens and you’re unable to go on your trip or participate in one of the tours or activities you had booked.

Also, check if the business lists circumstances where they might cancel your booking and what the outcome would be.

Overseas travel

If venturing abroad, remember to check the latest Smart Traveller advice before finalising your bookings.

Your rights might still apply when booking with an overseas business, but it might be more difficult to resolve a problem.

We recommend purchasing comprehensive travel insurance before you leave.

Resolving a complaint

If a service doesn’t meet your expectations, try to resolve the issue with the supplying business first. Remember to keep receipts, documents and records of your correspondence with the provider. If the business doesn’t fix the problem, contact CBS for advice.

If you don’t receive the services you’ve paid for, you may be able to get a chargeback from your bank if you paid using a credit card or selected credit on your debit card. If you paid by PayPal, you may be able to use its dispute resolution process.

If you have an issue with a major Australian airline that you’re unable to resolve directly, the Airline Customer Advocate might be able to assist.

More information

There are more useful tips on SA.GOV.AU about booking travel and dispute resolution.

You can learn more about your rights relating to flight delays and cancellations from the ACCC website.

For advice on your rights when dealing with travel service providers, contact CBS on 131 882.

Enjoy your trip!