Airline or Travel Company Will Not Refund You: How to Demand Your Money Back

Flight cancelled at the last minute. Hotel room filthy and nothing like the photos. Tour operator went bust before your departure. The airline or travel company promised a refund, then offered a credit instead, or stopped replying altogether.

Claim Done drafts your Travel, Airline and Holiday Refund Demand for $49. The letter asks for a cash refund, sets out the consumer guarantees under the Australian Consumer Law that you say apply, gives the business a clear deadline to pay, and sets out the next steps you may take if they refuse. You approve the letter before we email it to the airline, travel agent, booking platform or tour operator for you.

Why Airlines and Travel Companies Refuse Refunds

Some travel businesses respond to refund requests with “credit only” or “non-refundable” messages. They rely on their terms and conditions, and on call centres that may not be set up to deal with a detailed refund claim in writing.

The Australian Consumer Law can apply regardless of a business’s own terms in some situations. Where a service was cancelled by the business, significantly delayed, or not delivered as advertised, the Australian Consumer Law may give a right to a refund.

What the Australian Consumer Law Says

When you pay for a service — a flight, a hotel stay, a tour — the Australian Consumer Law includes consumer guarantees that the service will be:

• Provided with acceptable care and skill
• Fit for the purpose you told them about
• Delivered within a reasonable time if no time was agreed

If a business cancels the service, fails to provide it, or delivers something materially different from what was paid for, the Australian Consumer Law may provide remedies, which can include a refund. Whether a business can require you to accept a credit or reschedule instead depends on the circumstances.

The Australian Consumer Law can also apply to foreign airlines and travel businesses in some situations, for example when they sell to Australians or operate flights to or from Australia. How it applies to a particular booking depends on the facts.

When You May Have a Claim for a Refund

You may have a claim for a refund in situations such as:

• The airline cancelled your flight and did not get you to your destination within a reasonable time
• Your flight was delayed for many hours and you missed a connection, an event, or significant time at your destination
• The hotel, cruise or tour was cancelled by the operator
• The accommodation was unsafe, filthy or nothing like the listing — mould, broken facilities, a different room type, or a completely different property
• The tour or package was not delivered — itinerary changed without notice, inclusions removed, or the operator went into administration before departure
• You were denied boarding despite holding a confirmed ticket
• The travel agent or booking platform took your money and the supplier never received it, or the supplier collapsed and the agent will not refund you

A refund is generally not available simply because you changed your mind or your plans changed. In those cases, the business’s cancellation terms are likely to apply.

What the Travel Refund Demand Contains

Your letter is built from your answers to plain questions about your booking and what went wrong. It includes:

• Your booking reference, dates, flight numbers or property name, and the total amount you paid
• A clear account of what happened: the cancellation notice, the delay, the condition of the accommodation, or the failure to deliver the service
• The refund you are claiming: the full amount paid, or the portion that was not provided
• The consumer guarantees under the Australian Consumer Law that you say were breached
• Evidence you attach: booking confirmations, cancellation emails, photos of the accommodation, correspondence with the business
• A deadline for payment and the steps you may take if they refuse: a complaint to the relevant regulator or ombudsman, and a tribunal claim if necessary

The letter is addressed to whoever took your money. You review it, approve it, and we email it to them for you.

The Steps After You Send the Demand

Once the business receives your letter:

1. They consider the claim. A formal written demand puts your request and your reasons on the record.
2. They may ask for more information. It helps to respond promptly with any documents they request.
3. They pay, offer a partial refund, or refuse. If they pay in full, the matter is resolved. If they offer less than you claimed, you decide whether to accept it or escalate.
4. If they refuse or ignore the letter, you can consider escalating to the industry ombudsman or regulator.

Where to Escalate If They Refuse

If the airline, travel company or booking platform does not refund you after your formal demand, the options depend on who you are dealing with:

• Airlines (Australian or foreign): A complaint to the Airline Customer Advocate (for Australian airlines) or the ACCC may be an option for foreign airlines operating in Australia. For credit card chargebacks, contact your bank.
• Travel agents and tour operators: A complaint to the Australian Federation of Travel Agents (AFTA) if they are a member, or your state consumer protection agency (NSW Fair Trading, Consumer Affairs Victoria, etc.).
• Booking platforms (Airbnb, Booking.com, Expedia, etc.): Escalate within the platform first, then consider a complaint to the ACCC or your state regulator.
• Hotels and accommodation providers: A complaint to your state consumer protection agency.

If the amount is within your state’s small claims limit, you may be able to apply to your local tribunal for orders requiring the business to refund you. The limit differs by state, so check your tribunal’s website. Claim Done’s tribunal application service drafts your application for $97.

Can You Do This Yourself?

Yes. You can write your own letter to the airline or travel company setting out what happened, what you paid, and what you want refunded. Attach your booking confirmation and any evidence, and send it by email.

The difficulty is knowing which consumer guarantee may have been breached and how to frame the demand clearly. A vague email asking for “a refund please” is easy to ignore.

Claim Done’s service costs $49. You answer plain questions, Claim Done drafts the letter, you approve it, and we send it for you. You receive a copy for your records. Claim Done is not a law firm and this page is general information, not legal advice.

What About Chargebacks?

If you paid by credit card or debit card, you may be able to ask your bank about disputing the transaction under the card scheme’s chargeback rules. This tends to be more relevant when:

• The service was not provided at all
• The business has gone into administration or stopped trading
• You have already asked the business for a refund in writing and they refused or did not respond

Contact your bank and ask about raising a chargeback dispute. Provide your booking confirmation, the cancellation notice or evidence the service was not delivered, and a copy of your refund demand letter. The bank decides whether the dispute can proceed.

Chargebacks have time limits set by your bank and the card scheme, and they can be short, so check them early rather than waiting.

What If the Business Went Broke?

If the airline, tour operator or travel agent has entered administration or liquidation, your options are more limited. Depending on the circumstances, you may be able to consider:

• A claim under their trust account if they are a licensed travel agent in your state and held your money in trust
• A claim through your travel insurance if your policy covers supplier insolvency
• Lodging a proof of debt with the liquidator, although recovery as an unsecured creditor is not guaranteed
• Disputing the charge with your credit card issuer under the chargeback scheme

Claim Done’s travel refund demand is not designed for a business that is already in liquidation, because there may be no one to respond to the letter. In that case, consider contacting your state’s travel agent regulator or your insurer first.

How Long Does a Refund Take?

If a business agrees to refund you, the time it takes depends on its processing times and the payment method. Some airlines and booking platforms process refunds to the original payment method automatically once approved. Others issue a cheque or bank transfer.

If they do not pay within the timeframe they promised, you can send a short follow-up email asking for an update and a payment date.

How Claim Done Helps

Claim Done’s Travel, Airline and Holiday Refund Demand service gives you a clear, professional letter that sets out the consumer guarantees you say apply under Australian consumer law, quantifies your claim, and gives the business a deadline to pay. You answer plain questions about your booking and what went wrong, approve the letter, and we email it to the airline, hotel, tour operator or booking platform for you.

The service costs $49. You receive a copy of the letter for your records. If the business refuses or ignores the demand, you have a written claim to take to the ombudsman, your bank, or the tribunal.

Start Your Travel Refund Demand Now

Paid for a flight, hotel, cruise or holiday that was cancelled, delayed or nothing like advertised, and the business will only offer a credit or silence? Answer a few questions, approve the letter, and we send it for you.

Start your Travel Refund Demand →

Fixed fee. Australia-wide.

Frequently Asked Questions

Can I get a refund if I just changed my mind about travelling?

Generally not. If you cancel because your plans changed or you no longer want to travel, the business’s cancellation policy is likely to apply. A refund under the Australian Consumer Law is generally relevant where the business cancelled the service, failed to provide it, or delivered something materially different from what you paid for.

What if the airline only offers a travel credit?

If an airline cancelled a flight or delayed it significantly, the Australian Consumer Law may give a right to a refund, and whether an airline can require you to accept a credit or voucher instead depends on the circumstances. A formal demand letter sets out your request for a cash refund and gives the airline a deadline to respond.

How long do I have to claim a refund after a cancelled flight?

Time limits depend on the type of claim and where it is brought, so it is best to act promptly. If you paid by credit card, chargeback time limits are set by your bank and the card scheme and can be short, so contact your bank early rather than waiting.

What if I booked through a travel agent and the airline went bust?

If the airline collapsed, you can contact the travel agent first and ask about a refund. Licensed travel agents in some states hold customer money in trust accounts. If the agent refuses or has also gone into administration, you may wish to check whether your travel insurance covers supplier insolvency, or ask your credit card issuer about disputing the charge.

Can I claim compensation for a delayed flight as well as a refund?

A refund may be relevant if the delay was so significant that the service was not delivered as promised. Whether you can also claim compensation for out-of-pocket costs — a missed connection, extra accommodation, or a ruined event — depends on the circumstances and the airline’s liability. You can include those costs in your demand letter with receipts.