The Travel Industry has been left reeling as a result of the Covid-19 Pandemic.

We understand that a lot of our clients have been impacted due to this, and we are disappointed that you won't be able
to travel on some of the amazing trips we had booked for you this year.

We are doing everything we can to ensure the best outcome for each of you individually.

Please understand that suppliers have been inundated with request for refunds and credit vouchers and the processing time
is being significantly impacted, resulting in refunds taking months to be received.

We can not off you any refund until such time as the funds have cleared into our account by the supplier.

As an example, prior to Coronavirus, Emirates had the capacity to process 35,000 refunds per month globally.
In April they received over half a million refund requests.

It was projected that 4.8 Billion people would take a flight in 2020 - the refund line is long.






You may have seen media reports about Cash Refunds vs Supplier Credits
These reports have been inflammatory and based on opinion not the actual law.

The first misunderstanding is that when you pay for your trip, we keep your funds on file until you travel.
This is simply not the case - ever.

Just like if you were to book an airfare online, we are required to pay for it at the time of ticketing.

We have access to Industry Specific and Wholesale rates that are different to what is availble to the public and they have different rules.
 
To understand more about the Booking & Refund Process, you can read the Australian Federation of Travel Agent's Fact Sheet below






 

THE FACTS ON REFUNDS FOR TRAVEL AGENT CUSTOMERS
Important Information for Consumers

The second misunderstanding is that regardless of your booking conditions, you are entitled to a cash refund.
While we understand that this may be a preference, it is not a legal requirement.

The ACCC's ruling, specific to cancelled travel states that:

If your travel is cancelled the ACCC expects that consumers will receive a refund
or other remedy, such as a credit note or voucher, in most circumstances.

In some cases, consumers will have the right to receive a refund, rather than a credit note or voucher.
For example, you may be entitled to a refund under the terms and conditions of your ticket.

This means if you originally purchased a more expensive, flexible ticket or hotel room rate.
This means that you are bound by both supplier terms and conditions, and our general Terms & Conditions above.
 
They also explain that:

Travel cancellations due to government restrictions do impact your rights under the
consumer guarantee provisions of the Australian Consumer Law. 

To read the full details from the ACCC in relation to Travel Arrangements, please click on the link below







 
 
We will continue to do all we can to get an outcome that you are happy with and hopefully get you travelling again in the near future!


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