Due to the unprecedented wide-reaching and constantly evolving travel situation arising from the Covid-19 outbreak, our staff are all currently working on imminent travel bookings.
If you have travel booked between now and the end of May, we are working through bookings in departure date order – you will be contacted by our staff in the coming days if you have not already been to update you on the situation.
For travel booked from 1 June 2020 onward we will re-evaluate the situation regularly but at this time are planning for a return to business as usual.
At this time we are unable to process any further change requests until the situation becomes more stable. We appreciate your understanding in what is an unprecedented and extremely difficult time for the travel industry.
Please see NSW Fair Trading guidance regarding travel bookings and coronavirus here. The ACCC has also issued consumer information regarding travel changes and cancellations due to Covid-19 on their website.
Coronavirus Policy – Frequently Asked Questions
Q: I am currently travelling overseas and trying to get home – what should I do?
A: Please contact the consultant you booked your trip through, call the number at the top of the page or email us on firstname.lastname@example.org. We are working through bookings in order of departure date.
Q: What can I do if all or part of my booking has been cancelled?
A: Many airlines, cruise operators and other suppliers have offered flexible change policies and we will work through your itinerary and advise you of these. If you have paid in full the following options are available to you:
- Should you wish to continue your plans at an alternative date we can offer postponement of any arrangements for up to 18 months after your original departure date, subject to each supplier’s terms and conditions. Please note only one date change is permitted and price differences and/or change fees may be applicable. Any ability for us to postpone will be dependent on the conditions of the airline, hotels, suppliers which we have booked on your behalf. We will hold the credit available on file for up to 12 months in line with these conditions in order to give you as much time as possible to choose new travel dates.
- If you choose to cancel your booking completely, our standard terms and conditions apply.
- Our team will provide you with relevant documentation for any required travel insurance claims and can assist you with your claims if necessary.
Q: What happens if I decide to cancel my future booking?
A: If you choose to cancel your booking completely, our standard terms and conditions apply. Our team will provide you with relevant documentation for any required travel insurance claims and can assist you with your claims if necessary.
Q: I have a confirmed booking and have paid the deposit, what are my options?
A: All deposits are non-refundable. If you decide to postpone or change your trip, we will apply your deposit to your new booking subject to supplier terms and conditions and our standard change fee.
Q: If I book for travel next year will the prices I have already paid stay the same?
A: Any difference in price from your original date to your new date will be charged to you. Booking prices will be updated based seasonality and the exchange rates at the time.
Q: My trip will be unable to operate due to border controls, airlines cancelling etc. Why are you only providing me with a credit and not a refund?
A: Border closures and subsequent airline and cruise schedule changes in response to the Covid-19 outbreak have left our suppliers in an unprecedented situation. As per our terms and conditions our priority is to find you a suitable replacement tour or service so you can still enjoy your adventure of a lifetime.
Please note that enhanced screening procedures at arrival ports may cause some delays to passenger processing. Our ground operators are prepared for this.
The current outbreak of coronavirus (known as Covid-19) has seen unprecedented media coverage across the globe. We strongly recommend that any traveller with existing health conditions and/or concerns about upcoming trips visits a GP or travel doctor for appropriate expert advice.
At Eclipse Travel, we specialise in creating the perfect tailor-made itinerary to suit each individual or group and understand that many people are concerned about Covid-19 and its potential impact. As every trip is unique, we urge you to discuss your concerns with your Eclipse Travel consultant and we will negotiate with our operators to create the most flexible cancellation policy possible for you on all new bookings.
We cannot offer you guarantees or advice regarding Covid-19 or any other health concern, however we believe it is important to seek advice from medical professionals and review travel advice on smartraveller.gov.au or safetravel.govt.nz, and not to rely solely on the media for your information gathering.