Sydney, 6 March 2025: Mint Payments has reaffirmed its commitment to supporting travel agencies and travel networks during a period where the travel industry is experiencing elevated levels of disruption and increased customer uncertainty.
In these environments, cancellation and dispute volumes can rise, and chargeback exposure may increase, particularly where cancellation rights are misunderstood or disputes are raised before the booked travel service is due to be delivered. This can place additional pressure on cash flow at a time when teams are focused on reworking bookings and supporting travellers.
“We understand the pressure and uncertainty the industry is navigating right now,” said Alex Teoh, Mint Payments CEO. “Travel professionals have shown extraordinary resilience over the past few years, often managing significant disruption while continuing to support their clients with care and professionalism.”
“In environments like this, financial risk and dispute exposure can rise quickly,” Alex added. “Our priority is ensuring agents have clarity, structured dispute support, and access to financial protection frameworks where applicable.”
Mint Payments is encouraging agencies to communicate early if they are seeing increased cancellations, supplier uncertainty, delayed refunds, or a lift in dispute activity. Early communication helps agencies and networks put consistent processes around affected bookings, including the documentation that supports a clear, evidence-led response if a chargeback is raised.
Mint Payments recommends agencies take a consistent approach across affected bookings, and continue to communicate clearly with both customers and suppliers:
Review record keeping across your team
Ensure key travel and service dates, booking confirmations, proof of payment, customer and supplier communications, and the relevant terms and fare rules (yours and the supplier’s) are documented with each booking.
Flag at-risk bookings
Identify bookings where the supplier cannot deliver the service as sold, is unresponsive, or where there are major schedule changes, reroutes, or cancellations.
Communicate clearly with travellers
Give customers confidence you are actively working on solutions and alternative options. Keep updates clear, consistent, and in writing. Avoid making financial commitments to customers before you have confirmed the supplier's position on refunds or alternatives.
Engage suppliers for refunds or alternatives
Make reasonable attempts to obtain refunds where available or secure alternative arrangements. Where possible, request supplier confirmation in writing.
Communicate early with Mint Payments
If you see chargeback pressure, delayed refunds, or suppliers going quiet, contact Mint early. Mint will work alongside you on next steps and support you through the dispute process.
Mint Payments will continue working alongside agencies and networks through this period, with clear steps, transparent guidance, and reliable support that reflects the realities of travel operations when plans change.
Media Enquiries
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James Swan | press@mintpayments.com
Mint Payments Support
Agencies who would like to review their current exposure or confirm how Mint Protect is set up on their account can contact Mint Payments’ Support team.
Website
Australia & New Zealand
Phone (AU): 1300 646 833
Phone (NZ): +61 2 8752 7888 (9am-5pm AEDT)
Email: support@mintpayments.com
United Kingdom
Phone: +44 80 8531 0934 (9am–5pm GMT)
Email: uk.support@mintpayments.com
About Mint Payments:
Mint is a travel fintech company changing the way money flows in one of the world’s most complex industries. Our unified, API-enabled platform powers seamless payment acceptance, industry-leading risk management, supplier payouts, and treasury solutions – giving travel businesses greater efficiency, security, and control across both B2B and B2C transactions. Working side by side with our customers, we simplify workflows, unlock growth, and keep cash flow moving in rhythm with their business.
For more information, visit: www.mintpayments.com