An Australian airline cancelled our flight and we want a refund. Is there anything we can do?

While airlines are obligated to meet Australia’s consumer guarantees, unfortunately they do not have to make it easy for passengers to get a refund for a cancelled flight. Photograph: RobinOlimb/Getty Images/iStockphoto

We were booked with Virgin to fly to Tasmania pre-Covid. The airline cancelled our flight and has apparently put our funds in a “travel bank”.

This doesn’t appeal to us and we want a refund. Our bank agreed to follow this up about a year ago as the tickets were paid by MasterCard.