Coronavirus: recovering your costs

Cost Recovery Steps To Consider

• Get in touch with your booking agent. We recommend you contact your travel agent or travel provider regarding the best option in cancelling or re-arranging any travel plans. Travel providers may have changed their usual policies in relation to Coronavirus (COVID-19) risks such as waiving cancellation or amendment fees or offering travel credits.
• Contact your airline directly. Many airlines are now providing more flexibility with their tickets i.e travel credits etc. If your flight is cancelled or amended due to Coronavirus (COVID-19), we encourage you to contact the airline or your travel agent. When you purchase a flight, an airline is responsible for getting you to your destination. All your usual consumer rights apply when you purchase domestic flights and international flights departing Australia or New Zealand.
• Contact your accommodation provider directly. We recommend you contact your travel agent or accommodation provider regarding the best option in cancelling or altering your accommodation.
• Speak with your cruise company. Most cruise companies have factored Coronavirus (COVID-19) risks into their policies and procedures for their guests. We recommend you contact your travel agent or cruise company regarding the service they can provide, and best option for you, in cancelling or re-arranging any travel plans.
• Check your details. Make sure your details are up to date for any travel providers i.e airlines, accommodation, travel agents to be able to contact you regarding any changes to your booking.
• Enquire with your credit card company. If you booked your travel with your credit card, you might be able to lodge a dispute for cancelled or unfulfilled services. Log into your internet banking or call your institution for instructions on how to do this.

Some things to remember

• Check countries entry and exit requirements. All countries have different entry and exit requirements, such as negative COVID-19 tests, vaccination certificates, visa, medical insurance. We strongly recommend you to check your destinations requirements and smartraveller for updates on your destination(s) regularly before and during your travels.
• Know your recent movements. You may be asked to declare your travel history over the last 14 days or longer.
• Leave enough time. With early stages of travel opening and new requirements launched by various Government bodies and companies, some typical travel tasks, such as checking in your flight or going through security, may take longer than usual.

• Don’t delay. Many travel providers issued travel credits for unused travel arrangements last year and this year and there might be cut-off dates for you to use your travel credits. We encourage you to keep track of all your travel credits and their expiry dates.

• Get organised. If you are trying to obtain refunds or credits for cancelled arrangements or change travel arrangements, it helps to always have your booking reference handy. This will usually speed up the processes when dealing with travel providers and booking agents.

Some travel providers have amended their usual policies to include the risk that comes with Coronavirus (COVID-19). Refund and travel rearrangement processes will differ depending on when and which company you have booked with, and which destination you were travelling to. We would advise to contact your travel agent or travel provider if your trip is disrupted, cancelled or re-arranged due to If you have any issues with Coronavirus (COVID-19) to see how they can assist you.

Stay Up to date

Understand the Coronavirus. There is a lot of information and resources in relation to the Coronavirus, which includes a lot of false information about the virus. We recommend authoritative resources such as the World Health Organization (WHO), which provides advice to countries and individuals on measures to protect health and prevent the spread of this outbreak and answers frequently asked questions.

Australians should visit smartraveller.gov.au, the official advice site for Australians living and travelling overseas. You can subscribe to your destination and our news and follow us on Facebook and Twitter to receive latest updates on the situation as they occur.

New Zealanders should visit safetravel.govt.nz. The official advice site for New Zealanders living and travelling overseas. Register your travel plans so the government can account for your safety and wellbeing. You can subscribe here to receive updates on travel advisories.