Tour operator's 'backdated' rules deny COIVD-19 refunds

The coronavirus pandemic has thrown hundreds of thousands of travel plans into chaos – but Australians seeking a refund could now find it even harder.

A major travel company has altered its cash-back policy retroactively.

Caitlyn Callaghan and Lanni Elliot are thousands of dollars out of pocket.

And now their chances of a refund look grim.

In March, Topdeck – one of Australia's biggest youth travel operators – told the students they would receive a refund for their booking.

"We trusted them to do the right thing," Ms Elliot said.

But then they received an email which, Ms Callaghan claims, conveyed that Topdeck had changed its terms and conditions and backdated them, so the pair were only entitled to a credit note instead of a full refund.

In a statement to 9News, Topdeck said it had "adapted" the cancellation policy, citing other tour operators, to "maintain the ongoing financial integrity of the business".

But the Australian Competition and Consumer Commission said such changes cannot be made retrospectively.

"They cannot deny those rights and say whatever applied then no longer applies," the ACCC's Rod Sims said.

People are urged to pursue a refund with patience, and to get in touch with their state's Department of Fair Trading.

The company referred to in this story is Top Deck Tours Pty Ltd which is not related to Adelaide based travel agency Top Deck Travel.