Weâre with you all the way
An important message for our customers
Travel has long been a bridge to unite people and places, so as our world continues to be turned upside down by COVID-19, itâs an unsettling time to see this bridge temporarily closed.
We understand this unprecedented time is difïŹcult to navigate but our focus is clear; to support our customers in every way we can. With your safety and piece-of-mind paramount, weâre working with our supply partners to get people safely back home and to adjust the holiday plans of our valued customers.
These are testing times. But our passion for creating amazing holidays has not been extinguished. We may be restricted by borders for now, but it wonât stop our team from continuing to create inspiring holidays that we can all look forward to when the time is right.
Weâre here for you now and weâll be here again when youâre ready to start creating holiday memories.
In the meantime, please stay safe.
Ryan Thomas, CEO
CORONAVIRUS (COVID-19) TRAVEL ADVICE
Updated April 6, 2020
In response to Coronavirus (COVID-19), the Australian Government has now issued a total ban for non-essential travel, both international and domestic.
As you can imagine weâre currently dealing with high call and email volumes. We genuinely appreciate your patience and understanding while we work to assist you.
Customers With Virgin Australia bookings
On Tuesday 21st April, Virgin Australia (VA) entered into voluntary administration to recapitalise the business and help ensure it emerges in a stronger financial position. We understand our customers who have credits or bookings with Virgin Australia may be concerned. Virgin Australia is continuing to operate scheduled flights as normal, and has indicated that there is no immediate impact to customer bookings or credit files. We will work closely with the administrators to support Virgin Australia through this process, and we will keep our customers informed of any developments and Virgin Australia policy updates as they come to us.
If youâre overseas
To date, weâve connected with all customers in destination to ensure their safe return to Australia. Weâre still here for anyone that may need help getting home. Please call +61 7 5631 8905 (9am â 5pm AEST).
If youâre due to depart on holiday in April or May
Right now, weâre working to adjust the holiday plans of customers due to depart from now through to May 31. Weâre proactively cancelling travel plans and securing tailored credits than can be used for future travel. Our team will connect with you directly with full details of your credit ASAP.
If youâre due to depart on holiday from June onward
Please rest assured that no matter when youâre departing, youâre very important to us. Weâre working to progressively contact all customers in departure date order. Please bear with us and weâll connect with you ASAP to adjust your holiday plans.
Once again, thank you for your ongoing patience and understanding.
For official government information
Government travel advice Smart Traveller
Latest health alerts Australian Department of Health
Frequently asked questions about adjusting your holiday plans
Why canât I get through to anyone to help me on the phone?
Weâre currently dealing with an unprecedented call volume. Please rest assured that youâre very important to us and weâre working to progressively contact all customers in departure date order.
Who can I contact to change my holiday plans?
Please email [email protected]Â with your booking reference number and date of departure in the subject header and weâll connect with you ASAP. We appreciate your patience as we to work through a backlog of bookings in order of departure date.
What are my cancellation options?
With your peace-of-mind paramount, weâre working to secure the best possible outcome surrounding the cancellation of your holiday booking. These options include tailored credits that can be used for future travel and where possible, refunds. This process takes quite some time because weâre bound by the differing cancellation conditions of our supply partners. Finalising your booking solution options is our priority and we will share details with you for your consideration ASAP.
How can I be assured my holiday investment will be taken care of during this time?
Weâre members of the Australian Federation of Travel Agents with full ATAS accreditation. Weâre also part of the Flight Centre Travel Group, so rest assured knowing that youâre in the safe hands of a reputable travel agent and that your holiday investment is protected.
Can I expect cancellation fees?
Although travel suppliers like airline and resort partners may be allowing change or cancellation on a case by case basis, there are other costs that go into preparing packaged holidays, some of these are fees are non-refundable, and unfortunately some of these will need to be passed on. Please be assured that weâre working hard on your behalf to keep these at a minimum.
Iâve paid a deposit for my holiday and my final payment is due in April or May â what should I do?
You will not be required to pay your final balance for your holiday that is due in April or May 2020. We have taken the opportunity to place your payments into credit until the travel climate improves. Our team will connect with you directly to share full details ASAP.
I have requested a refund, how long will it take to receive it?
To secure your refund, we work directly with our travel supply partners. In addition to the high volume of enquiry they are currently dealing with, they each have their own policies regarding refunds and cancellations. In some instances, these policies dictate that refunds can take up to 12 weeks and we can only process your refund once weâre in receipt of your funds from our travel supply partners. Please rest assured that weâre actioning all requests as quickly as we can in the current environment.
Is my holiday cancellation covered by travel insurance?
We recommend you check your Product Disclosure Statement that was provided with your Travel Insurance policy or contact your insurer directly as policies and providers inclusions differ.
