Contact Policy Regarding Covid-19

Sun, 15 Mar 2020


As the world is going through an unprecedented time of shutdown we are as concerned as our clients as to what the short and medium term future holds.

Due to the increased inquiry volumes we will be prioritizing service during regular business hours to those who are travelling before 30 April. We are trying to extend that to a reasonable departure time window given that many airlines are now only servicing clients departing in the next 2-3 days, we believe having the support of our travel consultants over this time is comparably invaluable. Please note our staff may be impacted by those airline policies, but we will reply to all client communication departing before 30 April.

For after hours assistance, please refer to the contact page on our website before you contact us. The allocated senior staff member can change from day to day depending on who is on call. After hours emergency assistance is available free of charge for those travelling in the next 72hrs only. If you are travelling from 3-7 days in advance, a call out fee of $110 per person applies. After hours service is not available over this time for those who are travelling more than 7 days in advance.

If you are travelling after 1 May we would appreciate if you would refrain from contacting your travel consultant at this time given the unprecedented circumstances we are experiencing. We will be using an automated reply to emails for those guests and unable to commit resources over the phone to discuss future implications of current short term bans, there is simply now way for our consultants to be able to predict the future as to where this will be taking us and discussing the unknown is unfortunately not possible at the moment if we are to appropriately service those who are travelling in the immediate future.

We thank you for your patience over this time, we are very much hoping that this current trend of global shut down will last no more than a month to help space out the spread of the virus, in an effort not to overburden global health care resources. We are confident those travelling from June onward will be able to get back to their normal lives, both at home and for their travels abroad and we will need to wait and see what happens for travel in May.

We would like to thank our clients for their continued support over this time and into the future.

Mark Trim, Director

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