TRAVEL FAQS

23 March 2020

 

Q – The Australian Government has told us we can’t travel – what do I do?

A – For international travel

The Australian Government has advised all citizens DO NOT travel overseas at this time (effective 18 March 2020).

This is their highest advice level.  As more countries close their borders or introduce travel restrictions, overseas travel is becoming more complex and difficult and you may not be able to return to Australia when you had planned to.

If you are overseas, please call +61 7 5631 8905 during 8am – 6pm (AEST).

Our dedicated customer taskforce team is contacting all our customers to provide advice and options to get them home.

Please note:  When you return to Australia, you will now be required to self-isolate for 14 days. This applies to all travellers, including Australian citizens.

Please refer to Smart Traveller for travel advice from the Australian Government to specific international destinations – https://www.smartraveller.gov.au/.

For domestic travel

The Australian Government has advised all unnecessary travel should be avoided (effective 22 March 2020).   Our dedicated customer taskforce team will be in direct contact with all customers with departure dates in the next 48 hours, we will be proactively cancelling your flights and will provide a credit against your travel file. We will be in contact with you by email to provide further details, in the next 2 weeks.

 

Q – I was planning to leave for my holiday in the next 48 hours – who can I contact to change my plans?

A – If you require immediate assistance please call 1300 910 529 between 8am – 6pm (AEST). We will be proactively cancelling your flights and will provide a credit against your travel file. Please allow 2 weeks for us to contact with you by email with further details.

 

Q – I am planning to leave in the next 7 days – who can I contact to change my plans?

A –   Please understand, we are currently experiencing high enquiry levels and there will be a delay in response time.  You can email  [email protected] and one of our team will be in touch with you as soon as possible.  Please provide your booking reference number and date of departure in the subject header.  Please note we be placing priority based on departure date.

 

Q – I’ve made a deposit for my holiday and my final payment is required in April/May.  I want to cancel my holiday – what can I do?

A – 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.  You will not be charged any fees from My Holiday Centre, and we are negotiating on your behalf with the airlines and resorts to minimise any charges.  Please allow 2 weeks for us to contact you by email, with further details.

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Q – I am planning to go on holiday in the next 30+ days.  Who can I contact to change my plans?

A – Please contact our Customer Specialist team by email:  [email protected] and one of our team will be in touch with you as soon as possible.  Please provide your booking reference number and date of departure.  Please note we be placing priority based on departure date.

 

Q – I hear some airlines have temporarily stopped some of their flights – what does this mean for my holiday plans?

A – We are working closely with our airline partners to negotiate the best solutions for you to consider.  All effected customers will be contacted directly with options, in priority of departure dates.

 

Q – Why can’t we get a refund on my holiday when it’s booked 30+ days away…

A – Rest assured, we are working closely with all airlines and travel providers to negotiate the best options for you.  Some providers are still charging fees, so there may be some cost involved in cancellation and amendments.  We recommend waiting for us to contact you with holiday options, so you can decide what you can do.

 

Q – Some airlines and resorts are giving full credits, why are there still fees that I need to pay?

A – Although airlines and resorts may be allowing change or cancellation on a case by case basis, there are other costs that go into preparing our handpicked packaged holidays, some of these are fees are non-refundable, and unfortunately some of these will need to be passed on.  Rest assured, we are keeping these at a minimum where we can.

 

Q – How long will it take to get my refund processed?

A – We are working closely with all our travel providers to process amendments to holiday plans, and refunds. Due to the high volume of requests received, If you are eligible, refunds may take 10 – 12 weeks to process with the respective travel providers.

 

Q – What are the cancellation fees that I can expect to pay?

For customers travelling now to 30 April 2020:

Anyone with departure dates leaving in the next 48 hours, we will be proactively cancelling your flights and will provide a credit against your travel file.

We will not be charging My Holiday Centre cancellation fees.

Although airlines and resorts may be allowing change or cancellation on a case by case basis, there are other costs that go into preparing our handpicked packaged holidays, some of these are fees are non-refundable, and unfortunately some of these will need to be passed on.  Rest assured, we are keeping these at a minimum where we can.

We will be sending out the details on this credit within the next 2 weeks to customers.

 

Q – Why can’t I get through to anyone to help me on the phone?

A – We are prioritising contact those already overseas or those travelling in the next 24 hours.  Please email [email protected] with your booking reference number and date of departure in the subject header,  and one of our team will be in touch with you as soon as possible.  Please note we be placing priority based on departure date.

 

Q- if I travel overseas, do I need to self-isolate after I return?

A – Yes.  The Australian Government has advised all visitors and Australian citizens are required to self-isolate for 14 days, made effective from midnight 15 March 2020. (please refer to https://www.healthdirect.gov.au for more details).

 

Q – If I travel and I get sick overseas, will I be covered by travel insurance?

A – 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.

 

Q – How can I be assured my holiday plans will be taken care of during this unsettling time?

A – We take pride in our professional and proactive approach to provide you with the right travel advice and options for your holiday.   For your peace of mind, we are an accredited ATAS travel agent, and 100% Australian owned and operated.