We’re 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, it’s an unsettling time to see this bridge temporarily closed.

We understand this unprecedented time is difficult to navigate but our focus is clear; to support our customers in every way we can.  With your safety and piece-of-mind paramount, we’re 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 won’t stop our team from continuing to create inspiring holidays that we can all look forward to when the time is right.

We’re here for you now and we’ll be here again when you’re ready to start creating holiday memories.

In the meantime, please stay safe.
Ryan Thomas, CEO

Travel updates

Looking forward to travelling again but not sure where you can go? Explore your options with Sherpa!

Your guide to travel post-COVID-19, Sherpa’s interactive map provides real-time information on travel restrictions, testing requirements and quarantine measures for countries across the globe. With access to over 64 government systems, understanding travel restrictions has never been easier. To discover where you can go, please visit Sherpa 

The safety and wellbeing of our customers remains our priority. That’s why we’re closely monitoring the global COVID-19 situation and will continue to do our best to keep you informed on the latest travel information.

For official government information
For the latest travel official Government advice please visit Smartraveller

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 we’re 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 you’re overseas
To date, we’ve connected with all customers in destination to ensure their safe return to Australia. We’re still here for anyone that may need help getting home. Please call +61 7 5631 8905 (9am – 5pm AEST).

If you’re due to depart on holiday in April or May
Right now, we’re working to adjust the holiday plans of customers due to depart from now through to May 31.  We’re 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 you’re due to depart on holiday from June onward
Please rest assured that no matter when you’re departing, you’re very important to us. We’re working to progressively contact all customers in departure date order. Please bear with us and we’ll connect with you ASAP to adjust your holiday plans.

Once again, thank you for your ongoing patience and understanding.

Frequently asked questions about adjusting your holiday plans

Why can’t I get through to anyone to help me on the phone?
We’re currently dealing with an unprecedented call volume. Please rest assured that you’re very important to us and we’re working to progressively contact all customers in departure date order.

Who can I contact to change my holiday plans?
Please email [email protected] with your booking reference number and date of departure in the subject header and we’ll 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, we’re 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 we’re 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?
We’re members of the Australian Federation of Travel Agents with full ATAS accreditation. We’re also part of the Flight Centre Travel Group, so rest assured knowing that you’re 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 we’re working hard on your behalf to keep these at a minimum.

I’ve paid a deposit for my holiday and my final payment is due in April or May – 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 we’re in receipt of your funds from our travel supply partners. Please rest assured that we’re 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.