Luxury Escapes to Honour Refund Policy Amidst COVID-19 Pandemic
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Join together in signing a petition to ask Luxury Escapes CEO Cameron Holland to offer all clients the option of either a refund, change of dates or credit on their travel/accommodation packages.
Currently Luxury Escapes are providing an extension in expiry dates to travel/accommodation packages which has allowed them to offer a change of dates to affected clients or a credit to be used at a later date. No refund is being offered even though there is documented evidence that a select few clients have been offered and received a refund. Apparently not all of us warrant this option.
This apparent blanket policy of “no refunds” we believe is unlawful and implies that consumers aren’t able to get a refund – this is misleading and inaccurate. Luxury Escapes very own Refund Policy states:
“we are required by law to do so; or
prior to the redemption of the offer and during the validity period (as provided in the fine print of the offer) the provider of the offer ceases trading or ceases to provide the accommodation outlined in the offer.”
Furthermore, Luxury Escapes Terms and Conditions state:
“We will notify you of schedule or price changes made by suppliers for any reason beyond our control. If the change or changes result in your travel arrangements costing more, or otherwise being materially different from those prior to the change or changes being effected (and in respect of which we have already accepted your full payment) you may rearrange them or withdraw and monies already paid will be refunded less any charges levied by Suppliers.”
“If a problem occurs, the most practical way to deal with it is to attempt resolution locally with the supplier (such as the hotel, tour operator or airline).”
In some instances accommodation providers have agreed to a refund, however Luxury Escapes have ignored this consent and have emphatically stated that “no refunds” will be forthcoming.
The ACCC states:
“that if you had a right to a refund under the terms and conditions of your purchase at the time of purchase, businesses are not permitted to change the terms at a later time to deny you a refund”.
We understand that the global pandemic has affected millions of people and will continue to do so for months and possibly years to come. People have lost their jobs and although a much saved for holiday was possible for 2020 it may not now be viable at a later date. The offer of a credit or change in dates is a valuable option for some people but others need the option of obtaining a refund. And this is causing a great deal of distress for some people who can’t afford to have their funds tied up for another 12 – 18 months in a holiday that they may or may not be able to take.
To add to this Luxury Escapes have also “silenced and suppressed” their FB critics of the Refund Policy. Multiple people have now been censored from commenting on the groups FB page and as such our right to a freedom of opinion and expression has been taken away. When asked about this they have denied blocking members comments, claiming it has been a server error.
When signing the petition please leave a comment as to how this non refund policy has affected you and how it will continue to do so. Companies need to learn that there are human beings suffering as a result of their inflexible attitudes and policies and we are just not dollar signs on their balance sheet.
We therefore respectfully ask that Luxury Escapes take the ethically correct course of action and honour their Terms & Conditions and provide clients with the right to either a rebooking of dates, credit for future use or refund in full of monies. It is not a case of one size fits all and people need the choice in these very difficult times.
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