A family from NSW has found themselves battling for a travel refund after being forced to cancel a family holiday when their seriously ill baby died.
Hannah Croker and her family booked a getaway to Exmouth in Western Australia in April for five people, including Hannah, her husband David, her two kids Albie and Beatrix, as well as Albie’s carer.
Albie, aged one, had a life-limiting neurological condition that required around-the-clock care.
Croker booked the flights to WA with Qantas and Virgin through Webjet, which cost $7000.
In a tragic turn of events, Albert’s condition quickly deteriorated and he was admitted to the Sydney Children’s Hospital the day the family were supposed to leave, leaving them no choice but to cancel.
However, when Croker tried to get a refund, Webjet only provided her with a 12-month flight credit.
“We didn’t cancel, knowing he would pass away, we were hoping to reschedule, but we just could never guarantee that we would be able to do it in the 12 months,” Croker told 2GB host John Stanley.
They provided Webjet with Albie’s hospital documents, but the company still wouldn’t issue a refund and asked for further documentation.
Albie then sadly passed away from his condition in May.
Hannah provided Webjet with Albie’s death certificate but they still weren’t able to receive a refund from Webjet, with the company asking for additional documents again.
“They are just being really sporadic in their contact, it doesn’t sound like they are saying no to the refund, but they are asking for a lot of documentation,” she said.
“One of which (being) a grant of probate which is not even applicable, Albie passed away at age one, he didn’t have any assets or a will.
“I give them a document, they reply two business weeks later, and then I have to provide another document.”
A grant of probate is a court order issued by the Supreme Court of NSW that confirms the validity of a will and authorises the executor to administer the deceased’s estate.
The couple also had taken out travel insurance, which they say hasn’t helped at all.
“We had an understanding of our situation, we knew it was precarious, so we took out travel insurance, but it’s been such a nightmare to recoup this money,” Croker said.
“Travel insurance said because it’s within the 12 months we have to show why credit isn’t a valid option, one of his doctors did write a letter explaining the situation.
“In such terrible circumstances, most people are willing to help, we’re tired, we just want to put this behind us and move on
”I’m getting the feeling (Webjet) are just hoping that it’s too much of a hassle and we’ll let it go.”
