Here's a story for the an investigative journalist to explore

Where did the money go?

Who holds the money now for travel vouchers that have not been honoured?

Webjet Travel has repeatedly ignored my request for utilising the travel vouchers that were granted to me by Qantas and Virgin Australia airlines when flights had to be cancelled because of Covid 19 air travel restrictions back in March 2020. I feel sure that my story is not a one-off.

When claims are lodged to utilise vouchers, why aren't the requests attended to expediently? Instead, one receives an automatic response from (in this case) Webjet, requesting the enquirer to wait until Customer Service receives updates from the airlines in question and then someone from the Webjet "team" will be in touch.

In my situation this hasn't happened. I'm trying to use my vouchers for flights to visit my grand children in Brisbane. In early March, I went on to the Webjet Travel online booking service and requested to utilise my credit vouchers to book a return flight Cairns/Brisbane (April 2nd /April 10th) and as yet, despite repeated attempts to contact the Customer Service team, I have not had any contact or confirmation from Webjet as to whether my requested flight bookings have been acknowledged and accepted. Yes, I did receive the automated on line response requesting that I be patient, which I have been for two weeks.

I need to know where I stand. Do I have booked flights or don't I, and will my vouchers cover the new flight costs? Also, the cheaper flights have presumably all gone by now. so if I have to book and pay for the flights without voucher credit, I will have to pay more for the fares.

How many other people have been treated in this way? Perhaps hundreds, maybe thousands, so where is the money?

I feel sad and disappointed that people can be treated this way.

Is it worth investigation or not?

I remain

Yours sincerely

Lynne Morgante (79yrs)

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