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ACCC and ACL Regulators Best Practice Guidance for the Travel Industry for COVID-19 related Travel Cancellations


21 JULY 2020

The ACCC and state and territory Australian Consumer Law regulators have developed best practice guidance for the travel industry in relation to dealing with COVID-19 related cancellations.

The guidance relates primarily to circumstances where travel services have been cancelled as a result of the COVID-19 pandemic (rather than, for example, where a travel service will still proceed but a consumer has decided to cancel their booking).

In doing so, businesses should continue to be mindful of their obligations under the Australian Consumer Law, which include:

  • to not mislead customers, including about what the customer is entitled to under their terms and conditions
  • to not act unconscionably when dealing with their customers
  • to not seek to rely on unfair terms in standard form contracts with customers.

ACCC and ACL Regulators Best Practice Guidance for the Travel Industry for COVID-19 related Travel Cancellations.

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For more information, visit the ACCC website.

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