Hannah Croker and her family had planned a vacation to Exmouth, Western Australia, in April. The trip was for five individuals: Hannah, her spouse David, their children Albie and Beatrix, and Albie’s caregiver.

Albie, aged one, had a life-limiting neurological condition that required around-the-clock care.

Despite Hannah submitting Albie’s death certificate to Webjet, the company has been unable to process a refund, requesting more documentation instead.

“They are just being really sporadic in their contact, it doesn’t sound like they are saying no to the refund, but they are asking for a lot of documentation,” she said.

“One of which (being) a grant of probate which is not even applicable, Albie passed away at age one, he didn’t have any assets or a will.

“I give them a document, they reply two business weeks later, and then I have to provide another document.”

A grant of probate is a court order issued by the Supreme Court of NSW that confirms the validity of a will and authorises the executor to administer the deceased’s estate.

The couple also had taken out travel insurance, which they say hasn’t helped at all.

“We had an understanding of our situation, we knew it was precarious, so we took out travel insurance, but it’s been such a nightmare to recoup this money,” Croker said.

“Travel insurance said because it’s within the 12 months we have to show why credit isn’t a valid option, one of his doctors did write a letter explaining the situation.

“In such terrible circumstances, most people are willing to help, we’re tired, we just want to put this behind us and move on

”I’m getting the feeling (Webjet) are just hoping that it’s too much of a hassle and we’ll let it go.”