Tara Moss among the many airline clients ‘held hostage’ by repeated cancellations

"The whole system is deeply flawed for consumers": Tara Moss and her daughter Sapphira, 9.

“The entire system is deeply flawed for shoppers”: Tara Moss and her daughter Sapphira, 9.Credit score:Berndt Sellheim

“We needed to make some arduous selections quick,” she mentioned. “Nobody fairly knew what was occurring, or how issues can be impacted, or for a way lengthy.”

At first, Moss and her household thought they’d return residence in Could however the flight was cancelled. The identical factor occurred in June, then July. Now her September and October flights have been cancelled too.

The household is allowed to fly and eager to spend time with Moss’ Canadian household for private causes. But regardless of throwing many 1000’s of on the downside, they haven’t managed to get on one of many few flights departing Sydney every day.

“If you’re attempting to get someplace, you could find 1000’s or tens of 1000’s of your sucked up by airways who received’t refund or received’t even offer you entry to credit so you’ll be able to e book,” Moss mentioned. “The entire system is deeply flawed for shoppers.”

Moss has booked three itineraries with two separate airways, twice direct and as soon as via a journey company. Air Canada will solely give credit score for the return leg of her unique ticket not a refund, despite the fact that the airline cancelled it not her.


With a Japanese airline final week, Moss noticed proof of flights and arrivals, spent practically $10,000 for one-way fares for the household, and 4 days later the airline cancelled. At first the airline suggested it will take two months to get a refund, then promised it inside every week.

A consumer who booked a flight for Moss was instructed they’d be charged an precise refund price, despite the fact that it was the airline that cancelled and no a part of the ticket was used.

In the meantime, there are millions of Australians in London attempting to get flights residence and sharing conflict tales within the “Aussies in London” Fb group.

The Guardian reported on Friday that Australians had been told their flights were cancelled and it later turned out the flights have been nonetheless working however the airline needed to promote extra first-class tickets at as much as $27,000 every.


Sydneysider Randa Abdel-Fattah mentioned on Twitter her 93-year-old grandmother was stranded in Egypt, having been bumped from her Etihad flight 5 occasions, most not too long ago on Friday. Ms Abdel-Fattah mentioned her grandmother, an Australian citizen for 47 years, was “alone and depressed” and operating out of cash and her medication.

Many different individuals don’t must journey however are ready months for refunds.

Sydneysider Brett Flower mentioned on Twitter he cancelled his flights with Thai Airways in March and was instructed it will take six months to course of a refund. As a substitute in June he acquired a letter saying the airline had gone out of business safety.

In Canada, shoppers have joined a class action in the Canadian Federal Court attempting to power airways to supply money refunds for flights cancelled due to COVID-19, relatively than issuing a future credit score.

Erin Turner, director of campaigns & communications at Selection, mentioned shoppers have been “being held hostage” by airways’ situations of carriage.

“Individuals should not must depend on hope to get again to their residence or households,” Ms Turner mentioned. “If somebody has a flight cancelled, airways needs to be giving refunds relatively than credit to permit somebody to search out alternate options on different airways.”

A spokesman for the Worldwide Air Transport Affiliation mentioned this was a industrial determination by particular person airways and he couldn’t remark additional.

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