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APT to increase refunds

The refund amount initially advised, paid or available to some guests of the APT Travel Group will go up after a reduction in marketing and overhead charges. 


These charges have now been replaced by a one-off $400 per passenger administration fee,  Australian Pacific Holdings managing director Chris Hall said today. 



However, charges for third party costs that have been incurred will still be deducted from refunds.


The group will continue to offer its Future Holiday Credit of 100% of the value of what was paid, absorbing all incurred costs. The 100% Future Holiday Credit is valid until the end of 2023, available for use across the group’s brands, to any destination globally, and is fully transferable to a family member or a friend.


The APT Travel Group has been in discussions with the Australian Competition and Consumer Commission (ACCC) over the matter of customer refund policy arrangements, but despite the ACCC having a “different interpretation” of the company’s terms and conditions, the two have reached a “mutually agreed position”, Hall said.


According to Hall, the APT Travel Group has not only operated within all Australian regulations and requirements (including within Australian Consumer Law and its travel agency licensing requirements), but further claims the adjusted refund and 100% Future Holiday Credit go beyond the group’s standard terms and conditions.


“Throughout this entire period we have also been considering, on a case-by-case basis, providing a full refund to any consumers who can provide evidence that they are experiencing hardship, including medical or financial, arising from the COVID-19 pandemic.”


“We are working through contacting our impacted guests and they will be communicated with by the 31st March 2021.”

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Published: 10 March 2021

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