ATG will give back more

THE APT Travel Group (ATG) has has agreed to cease deducting marketing and overhead costs from refunds, following concerns raised by the Australian Competition and Consumer Commission (ACCC).

The consumer watchdog today revealed the outcome of ongoing negotiations with the company, over concerns APT and Travelmarvel had been deducting greater amounts from COVID-19 related refunds than entitled to under ATG terms and conditions.

The ACCC noted the 15% impost on high-value bookings meant a “significant amount was withheld from the refunds given to consumers”.

Following months of engagement, the ACCC said ATG had now committed to cease deducting marketing and overhead costs from the refunds.

However, as part of a mutually reached resolution with the ACCC, in instances where a refund is sought rather than a credit, APT will continue to deduct an amount to cover “reasonable losses” it has not been able to recover as a result of the travel shut down, and will also deduct a $400 fee per booking relating to administration costs.

The company has also agreed to provide customers who have previously received a refund quote with a revised quote, and to reimburse those who have received a reduced refund.

“The APT Travel Group understands the ACCC has a different interpretation of our terms and conditions in relation to refunds, however we have reached a mutually agreed position,” said ATG MD Chris Hall.

He added the new refund policy and ATG’s 100% Future Holiday Credit went beyond the group’s standard T&Cs, with impacted guests to be contacted by 31 Mar.