Travel agents to be investigated over COVID-19 refunds

Australia's consumer watchdog is investigating travel companies that gave consumers misleading information on refunds during the pandemic.

The Australian Competition and Consumer Commission (ACCC) has revealed to 9News it is looking into operators that have not been transparent with travellers who have had their bookings cancelled as a result of the coronavirus.

The ACCC hasn't said which companies are under investigation.

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Brisbane woman Denise Bewley booked a trip to Thailand, which was cancelled due to coronavirus restrictions, and is now fighting for a refund.

"I think the word is frustrating," said Ms Bewley, who booked everything via travel agent Flight Centre.

"I took it upon myself to contact Singapore Airlines and they responded via email to say we've refunded your flights to Flight Centre."

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When Ms Bewley contacted Flight Centre she was told it was company policy not to give partial refunds.

Flight Centre's James Cavanagh told 9News it was not company policy to deny partial refunds.

"It's not the policy. Any partial refunds we get we distribute that money back to our customers straight away," Mr Cavanagh said.

Mr Cavanagh denied that Flight Centre was under investigation by the ACCC.

"There's no investigation with us at the moment. We had some conversations with the ACCC early on in the piece, but all of that has been resolved," Mr Cavanagh said.