A family from New South Wales is fighting for a travel refund following the tragic death of their seriously ill baby, Albie, which forced them to cancel a holiday. Hannah Croker and her family had planned a trip to Exmouth, Western Australia, in April for five people, including Albie, who was one year old and suffered from a life-limiting neurological condition requiring constant care.
They booked flights with Qantas and Virgin through Webjet at a cost of $7,000. Unfortunately, on the day they were meant to depart, Albie’s health deteriorated significantly, necessitating his admission to Sydney Children’s Hospital, leading to the cancellation of their plans. When Hannah attempted to obtain a refund, Webjet only offered a flight credit valid for 12 months.
Hannah expressed her sorrow, stating that their cancellation was not a decision made lightly, as they were still holding onto hope for a potential reschedule. Despite providing hospital documentation, Webjet requested further information and did not process the refund. Tragically, Albie passed away in May, prompting Hannah to provide a death certificate to Webjet, yet her efforts were met with requests for additional documents, such as a grant of probate—a requirement deemed inappropriate given that Albie was just a child without assets or a will.
Hannah described Webjet’s communication as sporadic and frustrating, noting that each document submission was followed by long delays and further requests. The family had also purchased travel insurance, expecting it to help in their situation; however, it has proven ineffective. The travel insurance company is insisting on proof that the credit option is not adequate, despite a letter from Albie’s doctor explaining the family’s circumstances.
Frustrated and exhausted, Hannah commented that they simply wish to resolve the matter and move on from their tragedy, feeling that Webjet may just be hoping they will eventually give up on pursuing the refund. The family’s experience highlights the challenges faced when dealing with travel companies in distressing situations, revealing gaps in support for grieving families.