Hi @kimsmith,
Are you a CHOICE Member? If so our CHOICE Help team can get in touch and assist with some advice.
Looking at the situation you’ve described you should be entitled to compensation. Purchasing through a travel agent is a funny one, because you’re purchasing a product (the plane tickets and accomodation), but you’re also paying for the service of using that travel agent. Part of the service you have paid for is their correct booking of flights and accommodation. It seems that this is a failure under the consumer guarantees.
This is from the ACCC’s guidance on consumer guarantees:
"Services must:
* be provided with acceptable care and skill or technical knowledge and taking all necessary steps to avoid loss and damage
* be fit for the purpose or give the results that you and the business had agreed to
* be delivered within a reasonable time when there is no agreed end date."
By not booking your flights, the service they provided you was not fit for purpose, nor was it provided with acceptable care and skill. As such you’d be entitled to compensation. The ACCC’s guidance says:
"Compensation includes the cost to you caused by a problem with products or services. This is usually financial costs, but can include other costs such as lost time or productivity.
It can be hard to put a dollar figure on compensation for damages and loss. Compensation should put you in the position you would have been in if the products or services had done what they are supposed to under consumer guarantees."
My best advice (from my dealings with flight centre) for future encounters with them, for example, going to the tribunal, is to calculate exact costs. How much extra did you have to pay? What was the extra cost associated with the mess up? Include little things even like costs for food at the airport while you sorted out the problem, taxis to and from. Then think if you need to add compensation for the emotional stress - though this is hard to calculate.
I hope you have some luck with this.
And just a quick reminder to all our CHOICE Members out there, if you have an issue you need assistance with you can get in touch with CHOICE Help.
Tilly - travel policy and campaigns advisor