Three Dubbo residents have had their dream holidays turned into nightmares with two starting legal action while a local travel agent appeals for "more time".
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A public social media Thumbs Down post, slamming We Know Travel for their communication and lack of refunds, has lead to the establishment of a private group, Trouble with WKT being formed, where 16 members are working together.
Three group members have spoken to the Daily Liberal, with two saying their issues go back before COVID-19 was an issue in Australia.
All three had to cancel their trips due to medical issues, while two were told they would get 100 per cent refunds minus local fees, but have seen nothing of the funds.
The third was at this stage only asking for a statement detailing what had been paid on a company letterhead, which she since received last week.
Two have started proceedings through the NSW Civil and Administrative Tribunal.
In responding to questions from the Daily Liberal, a spokesperson for We Know Travel asked for "more time" from those looking for statements and refunds.
"Everyone needs to understand that there are no longer any other staff, and that there is now only one person to manage each and every travel file. This has been the case for the last many months.
"It is important to allow time for the follow ups to be done and then a reply can be sent.
"None of the closed files and updates would have been even possible if constant replies had to be made. Plus the bookings where credits were held which have now been rebooked, finalised and utalised."
Cancelled before COVID-19 hit because of breast cancer
Sue Wade and her husband booked their trip with We Know Travel in September 2019 to the US and Canada. They had one payment left to make when, in February 2020 Sue was diagnosed with breast cancer.
"At that stage COVID-19 wasn't an issue here. The doctor wanted to start treatment, and said we were unable to take the trip before the treatment."
Mrs Wade's doctor was able to provide medical certificates and documentation to assist her in submitting a claim to cancel their trip.
"Then COVID-19 hit, and I had the surgery, and I couldn't chase things up for a while."
Once she was feeling better, Mrs Wade was able to contact her agent at We Know Travel, as well as tour provider Globus and Qantas. She found out they would be issuing her with full refunds for the tours, internal flights in America and Canada and accommodation.
"It was because there was a medical reason. Generally they offer a 50 per cent refund and 50 per cent credit for another trip, but because of my situation were were told it would be a 100 per cent refund."
The onus is on us to prove that we have a claim. It's taken a lot of work to get the money back, and we still haven't received it.
- Sue Wade
Earlier this year Mrs Wade said she received a refund statement from the local company, however she has still not seen any of the money, which she has been led to believe is sitting with We Know Travel.
"In Mid-March there was still no money through, the office was closed and we were told by (the agent) he would be finishing up at the end of the month due to the end of JobKeeper," she said.
"Since then I have messaged and emailed and had nothing back, no email, no explanation, nothing.
"We do believe the refund has been issued by the travel companies to We Know Travel, but it hasn't come through to us, and we don't understand why.
"I still just don't understand why they can't pay us back. I know people who have been with different travel [companies] and their refunds are all completed, and all back."
Mrs Wade has since approached the Department of Fair Trading and the small claims tribunal for assistance, with a hearing to be held next month.
"The onus is on us to prove that we have a claim. It's taken a lot of work to get the money back, and we still haven't received it.
"It's a very stressful situation. I've still got medical tests, we are still paying back and there are MRIs needed every two years.
"This is all added stress. The money I believe is sitting there, and it could be being used for follow-up treatment."
A 'good friend for 40 years' isn't giving up without a fight
Kathy Bateup said she had been a "good friend" of We Know Travel owner Kerin Stonestreet for the past 40 years, but issues started when they were forced to cancel their trip because her husband had to undergo open heart surgery.
They had booked their Canadian trip for May 2020, but due to the medical issues cancelled in February 2020.
"It was before COVID-19, before all the cancellations started. We were still inside the period where we could cancel and not lose our deposit, instead it would sit in credit for two years until we could re-book," Mrs Bateup said.
The rest of the money they were able to get back.
I have no control, there's been no response, we were friends for 40 years, and even when I saw her to give her the information about the tribunal, it's like she is just ignoring it.
- We Know Travel client Kathy Bateup
Mrs Bateup said at the end of March 2020 she was told the refund would be "a few weeks".
"My husband had his surgery in July [2020], I sent emails and text messages before that, and then started back up in August and September," she said.
"But I had no response ... then just before Christmas we were told they could start paying us back in small amounts. There's been nothing since."
Mrs Bateup said they had since gone to the Department of Fair Trading and engaged in a solicitor.
They have also had a hearing through the NSW Civil and Administrative Tribunal, to which Ms Stonestreet didn't attend. Another has been scheduled.
"I've been told also the Department of Fair Trading has been investigating, and they have told me that only our deposit was paid to the tour company, nothing else, we have no idea where the money is, and it's a large sum."
Mrs Bateup said she was "frustrated".
"I have no control, there's been no response, we were friends for 40 years, and even when I saw her to give her the information about the tribunal, it's like she is just ignoring it."
"If she still has the money, it's not hers to keep. But where is it."
"I'm not giving up without a fight."
Statement received, but where to next?
Carin Langenbaker has a similar story after booking their holiday in June 2019 to fly out in March 2020.
She was diagnosed with cancer before her trip, with their holiday meant to be a break for her in between treatments.
However when COVID hit around the world and with her immune system already compromised, they were given the option to pull out of the trip and put it all into credit.
With their flights out of the country planned for the same day Australia's international borders closed it turned out to be a good thing.
"We had re-booked for July 2020, but that didn't happen. At the time we were happy to keep it all in credit, thinking then that it wouldn't be too long and everything would be open again."
At the end of August Ms Langenbaker was booked in for more surgery.
Ms Langenbaker said she knows her credits with Emirates run out in December 2021, but she was unable to find out when the Viva (the tour company) credits run out.
She decided to get a refund, not knowing when they would be able to travel and was told by her We Know Travel agent in April that it had been refunded.
"We've got another travel agent [from another agency] looking into it all for us now."
Ms Langenbaker had been chasing a statement with details on what had been paid and when their credits would expire, which she received last week, after she had spoken to the Daily Liberal.
But Ms Langenbaker said before then, all communication since April 25 had been "automatic".
"It's an email on Friday or Wednesdays that says something generic, usually 'We are going over our files, looking at statements, and we should be able to send the information shortly'.
"It comes as a separate email, and it's never a reply to my email.
"When I try to call the mobile or the office I don't get a reply."
For now though, she has set up a private Facebook group for 15 people who have come forward with similar issues.
"It's a group to keep in touch, see where others are up too, and what they are doing."
We Know Travel appeals for 'more time'
In responding to questions from the Daily Liberal, a spokesperson for the company asked for "more time" from those looking for statements and refunds.
"Travel is an industry not designed to work in reverse, industry is complex and no-one knew how to manage and unravel as this has never been done before," they said.
"This past year since COVID hit in March 2020 has been fraught with many constant changes and challenges, still ongoing and will continue for a long time to come.
"Everyone needs to understand that there are no longer any other staff, and that there is now only one person to manage each and every travel file. This has been the case for the last many months.
"Working to do the best for everyone in this continually changing environment where our suppliers change their rules and policies at short notice, no notification given and only due to diligently checking is when updates are noted and then applied."
When asked why people were having a hard time getting in contact the spokesperson said they had received "'multiple emails from the same person, constant calls and messages, despite being informed [we] will get back to them, through a responder, yet the repeated emails keep coming through".
"The content was verging on bullying and harassment. [We] cannot work on each clients travel file to provide their update whilst having to reply to the 100s upon 100s of emails and messages."
The Facebook profile and page, both business and the personal page of owner Keirn Stonestreet had been removed following a "pack" mentality of responses which they felt was "totally unwarranted" as well as "inappropriate posting".
When asked where the money owned was the spokesperson said it was sitting with the suppliers, and they were working "to get as much back as possible for the clients".
They asked that people contact them via email.
"It is important to allow time for the follow ups to be done and then a reply can be sent."
"None of the closed files and updates would have been even possible if constant replies had to be made. Plus the bookings where credits were held which have now been rebooked, finalised and utalised."
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Lynn Rayner
I am the editor of the Daily Liberal, Mailbox Shopper, Western Magazine and associated western publications (Wellington Times and Narromine News which are both online only publications). I have been the editor for three years. I have been a journalist for 15 years and was formally the digital specialist for the Western NSW area assisting with digital coverage and growth across 13 mastheads, including the three dailies. Before that I worked as a journalist in Lithgow and Mudgee covering a number of different rounds. I established the social media accounts in Lithgow and took an interest in the digital aspects of the paper. I started my journalism career at the former Myall Coast Nota based as the journalist-in-charge at Tea Gardens while also working part time in Forster as the council reporter for the Great Lakes Advocate.
I am the editor of the Daily Liberal, Mailbox Shopper, Western Magazine and associated western publications (Wellington Times and Narromine News which are both online only publications). I have been the editor for three years. I have been a journalist for 15 years and was formally the digital specialist for the Western NSW area assisting with digital coverage and growth across 13 mastheads, including the three dailies. Before that I worked as a journalist in Lithgow and Mudgee covering a number of different rounds. I established the social media accounts in Lithgow and took an interest in the digital aspects of the paper. I started my journalism career at the former Myall Coast Nota based as the journalist-in-charge at Tea Gardens while also working part time in Forster as the council reporter for the Great Lakes Advocate.
