Coronavirus Travel & Business Update

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Visiting a Travel Associates office? We're now strictly appointment only. Please phone or email your adviser. For more information Read here.

A message from our CEO, Graham ‘Skroo’ Turner. Read more.

Business Update

At present, due to government limitations, we are temporarily unable to operate in a normal manner. This has led to the stoppage of the vast proportion of work previously carried out by our employees.

Flight Centre Travel Group have made the difficult decision to stand down a considerable portion of our workforce for an indefinite period of time. This decision was made in response to an unexpected stoppage of work, capacity and demand within the travel industry domestically and internationally.The business will also gradually over the coming months move to close just under 30% of our stores nationwide across several of the Flight Centre Travel Group brands.

Message For Existing Clients

If you are currently travelling and need to return home, or have upcoming travel planned and have booked with Travel Associates, please read the below Booking FAQs for what you need to do. To learn more about our store closures, please read our Store Closure FAQs.

We are working closely with our suppliers to ensure that customers’ travel plans are rerouted, rebooked or offered a travel credit for a future date where possible.

Store Closure FAQs

Your travel adviser and office may have been impacted, however we still have a network of Travel Associates advisers and offices committed to helping you with your booking and future travel plans.

Gradually over the coming months we will move to close just under 30% of our stores nationwide. This represents roughly 250 stores across our store network, spread across our family of travel brands including Flight Centre, Universal Traveller, Travel Associates and Travel Money Oz. For Travel Associates clients, your adviser will be in touch if your regular office is affected.

You can rest assured that your booking is safe within the Flight Centre Travel Group and can be serviced by any of our Travel Associates advisers. A Travel Associates adviser will be in touch if your regular office is affected. Click here to find your nearest store.

Your booking is safe within Travel Associates and one of our advisers will be happy to assist you with your booking and any future travel plans.

Travel Associates made the difficult decision to stand down a considerable portion of its workforce for an indefinite period of time, and for the immediate future. The decision was made in response to an unexpected stoppage of work, capacity and demand within the travel industry domestically and internationally as a result of the current global climate. Stand down means that there is no work for employees to do at the moment.  This is for the reasons already mentioned which are outside of Travel Associates control.

At Travel Associates, our clients are our highest priority and as trusted Travel Advisers, we will always act in your best interests.

We understand that this is an extremely stressful time and your health and safety is our primary focus. Our first priority is to ensure that our clients travelling to areas with government advice in place are aware of the situation. Our goal is to re accommodate our clients to alternative destinations and so we are working closely with our suppliers to ensure that client travel plans are minimally disrupted.

As a client, you can rely on us to advocate on your behalf when it comes to any holidays booked, and whether that means changing dates or destinations, rebooking entire holidays, making cancellations or alternative recommendations about where to travel with lower risk, we are here for you.

Our strong connections with valued suppliers, combined with our 21 years of industry experience mean we are able to provide clarity and meaningful travel advice for our clients.

FOR IMMEDIATE ADVICE, WE RECOMMEND:

If you have booked a trip with Travel Associates due to depart before 30 April 2020, please contact your travel adviser personally or click here to find your local store.

If you are currently travelling overseas and are concerned about your travel plans, please contact your local store or call our 24/7 emergency assistance number on +61 7 3011 7825

For Coronavirus (COVID-19) travel impacts please see details released by SMARTRAVELLER.

If you are currently travelling or have just returned to Australia, please read recommendations by the Australian Department of Health

We understand that our clients are currently being affected by the global situation with Coronavirus and while this is an incredibly challenging time, our first priority is to ensure that our clients’ travel needs are met. We also want to support you with the most accurate information to answer any general questions you may have. As a client, we encourage you to speak directly to your personal travel adviser who is always your first point of contact, given the rapidly changing situation with the Federal and State Governments, travel industry suppliers and border authorities which are making announcements daily.

Booking FAQs

Below you will find some Frequently Asked Questions (FAQs) which may be of assistance to you.

We appreciate your patience during this time. Our advisers are prioritising client’s cases according to the date of departure. As you might imagine, they are currently dealing with many clients needing to make changes to their bookings however we want to assure you that we value you and your business, and we are working through client needs as quickly as possible.  

We recognise and acknowledge that you may be feeling frustration around cancellation fees at this time however all fees and charges are different depending on each supplier and your travel adviser will be able to explain these to you.

In terms of the Travel Associates policy, we do have a $300 per person cancellation fee which is part of our terms and conditions of booking. This fee covers the professional service we offer and the time we have spent in researching, booking and ensuring your travel plans are seamless, and also covers our time with cancellation and the processing of refunds.

The first thing you should do is contact the Travel Associates adviser and/or office you booked your travel with. We are your personal, professional travel adviser and we are here to provide you with any support you need to get you home safely. If you do not have your travel advisor's number to hand, please call 13 70 71 and we will assist you as quickly as possible.

Unfortunately, we are not in a position to cover the costs of getting you home, however we can certainly offer our experience and our support in making all the changes necessary to bring you safely back to Australia.

Absolutely. We are happy to offer our clients the option to rebook their travel at another time, change the destination or place the value of your booking (less supplier fees) into a credit for travel within 12 months of cancelling. If you are happy for us to keep your payment on file, we will waive our standard cancellation fee. 

We recommend rebooking if the option is suitable for you, as many airlines and other suppliers currently have more flexible change conditions than usual, including waiving fees. 

Supplier Credit: Your airline or travel provider e.g. tour or cruise company, may have offered you a credit with them. If this is the case, that credit sits with the airine or travel provider and we can assit you in rebooking using that credit, in accordance with their terms and conditions of that credit, when you are to ready travel.

 
If you are not offered, or do not take, a credit with an airline or travel provider,  your options are: 
 

If you choose to keep the full amount of your booking (less any supplier fees) on file with Travel Associates to spend on travel within 12 months of cancelling,  we will waive our own cancellation fees.

If you prefer to receive a refund for cancellation that is either forced (by the supplier) or voluntary (you are choosing to cancel your holiday), we will apply our standard $300 cancellation fee per person, as per our as per our Booking Conditions.

** Please note that Supplier cancellation terms and fees may differ.

*** We are happy to work with you to secure your refund from suppliers, however we are not able to issue you the physical refund until the supplier has returned the funds to us.

Please note: Supplier cancellation terms and fees may differ. Refunds may take up to 12 weeks and cannot be issued until we have received final refunds from suppliers

We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, see the ACCC's link referencing cancellation policies within the travel and event industries.

For all domestic bookings paid in full our normal cancellation fees apply. Cancellations to Domestic/Trans-Tasman bookings will incur a fee of $50 per passenger per booking in addition to supplier fees as per our Booking Conditions.

If the deposit has already been paid to the supplier, we are bound by the supplier terms and refund policy. 

Where the deposit has been paid to Travel Associates, but not yet paid to the supplier, we are able to issue your refund, minus our Travel Associates cancellation fee of $300 pp; or we can hold the deposit amount on your file in full until you are ready to book again and no cancellation fee will apply.

This will entirely depend on the level of cover you have purchased and the insurance provider’s terms and conditions. The best approach is to call your insurance provider directly to discuss your policy.

Regardless of where you made your original booking, the credit or deposit lies with Flight Centre Travel Group and will be accessible through any Travel Associates store, for your future bookings.

FCTG’s business has been impacted by the global Coronavirus pandemic. The combination of health concerns and Government-imposed travel restrictions worldwide has had a major impact on our ability to sell travel and while we support the measures taken to put public health and safety first, the escalating government-imposed restrictions have meant we are effectively unable to sell travel at this time.

As a result, we have implemented a three-point plan to help the business tackle the downturn in demand. These plans include measures to:

  • Immediately and significantly reduce costs globally
  • Where possible, preserve cash; and
  • Access additional liquidity in the short-term

FCTG’s management and people throughout the world are determined to ensure the business overcomes the significant challenges that it currently faces and, with the support of our customers, we hope to be ready when conditions eventually normalise.

Travel Associates, part of FCTG is undertaking steps to ensure it retains a robust balance sheet and liquidity position to enable it to manage through the current crisis. The company is well progressed in pursuing relevant initiatives and will update the market in due course. In other words, FCTG is doing everything in its power to recover from this situation.