A Family’s Struggle for a Refund After Tragic Loss
A family from New South Wales is currently facing an emotional and financial battle after being forced to cancel their much-anticipated holiday due to the sudden passing of their one-year-old son, Albert. The family had booked a five-day trip to Exmouth in Western Australia in April, which included Hannah Croker, her husband David, their two children Albie and Beatrix, and Albie’s full-time carer.
Albie was born with a life-limiting neurological condition that required constant care. Despite this, the family had hoped to make memories together before the trip, but their plans were abruptly changed when Albie’s health took a turn for the worse.
A Last-Minute Decision
The family had booked their flights through Webjet with Qantas and Virgin, which cost a total of $7,000. On the day they were supposed to leave, Albie was admitted to the Sydney Children’s Hospital, leaving them no choice but to cancel their trip.
Hannah reached out to Webjet to request a refund, but instead of receiving a direct refund, she was offered a 12-month flight credit. This decision left the family feeling frustrated, as they had not chosen to cancel the trip voluntarily. They had hoped to reschedule, but the uncertainty of their situation made it impossible to guarantee they would be able to do so within the 12-month window.
Documentation and Delays
The family provided Webjet with hospital documents detailing Albie’s condition, but the company still refused to issue a refund and asked for additional paperwork. When Albie passed away in May, Hannah submitted his death certificate, yet Webjet continued to ask for more documentation, including a grant of probate.
A grant of probate is typically used to validate a will and authorise the executor of an estate. However, in this case, it was irrelevant since Albie did not own any assets or have a will. Despite this, the company insisted on receiving the document, adding to the family’s frustration.
Ongoing Communication Challenges
The process has been slow and inconsistent, with the family waiting weeks between responses from Webjet. Each time they submit a document, they are met with another request for more information. This lack of clarity and support has added to the emotional toll of the family’s grief.
“We’re just tired, and we want to move on,” Hannah said. “In such terrible circumstances, most people are willing to help.”
Travel Insurance Offers No Relief
The family also had travel insurance, which they believed would offer some relief. However, the insurance company has not been helpful either. According to Hannah, the insurer required proof that a refund was not possible through the airline, even though the family had already tried to get a refund from Webjet.
One of Albie’s doctors wrote a letter explaining the situation, but the insurance company still demanded further justification. This has turned what should have been a straightforward process into a nightmare for the family.
A Call for Understanding
Hannah believes that Webjet is dragging out the process, hoping that the family will eventually give up. “I’m getting the feeling that they’re just hoping it’s too much of a hassle and we’ll let it go,” she said.
As the family continues to navigate this difficult time, they are seeking clarity and compassion from the companies involved. Their story highlights the challenges families face when dealing with unexpected loss, especially when it comes to financial matters and customer service.
While the family remains hopeful, they are also aware that the journey to resolution may take longer than expected. For now, they are focused on supporting each other and finding a way to move forward.
