Recovery Time, page-45

Whilst I know that there are immense short term pressures on FLT, I wonder if it was a prudent idea for Flight Centre to enforce the $300 cancellation fee on customer international airline refunds. Customers whose plans have already been ruined and have been handed reduced refunds in many cases, are going to find it hard to swallow a further hit from their travel agent. Yes i know it is written in the agreement for all to see, yet still I cannot help wondering, when the dust settles, and it will, the likelihood of those customers ever returning their business to Flight Centre because of a perception of being let down during a crisis.