A traveller may buy a tour from the company that runs it or book a flight through an intermediary. When the itinerary changes, who can act on the booking depends on what was bought and who controls it.
In WCRC’s Australia & New Zealand Trusted D2C Brands 2026 edition, Intrepid Travel ranked #17 with a D2C Trust Score of 82.74/100 and Webjet ranked #49 with a D2C Trust Score of 76.80/100.
WCRC’s trust lens starts at the point of payment. Can a buyer find the terms that apply to this booking, see what changes may cost and identify whom to contact if travel is disrupted? A useful comparison would follow a specific cancellation scenario through both purchase paths and distinguish the operator’s or airline’s terms from any intermediary fees.
The published scores place both brands in the same edition, where they are assessed as brands rather than on a shared travel product. A comparison of service outcomes would need matched bookings and records of how changes and refunds were handled.
Intrepid Travel scorecard · Webjet scorecard · 2026 edition · WCRC D2C Trust Score methodology