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Coronavirus (COVID-19) Travel Advice

LAST UPDATED: 9th October 2020 - 4:45pm

An important message for TripADeal customers

While the COVID-19 situation is still evolving on a daily basis, we appreciate you’re eager to hear how upcoming travels may be affected. Our team is working through a very high volume of enquiries, and liaising with our suppliers to deliver the best outcomes relating to your trips.

All tours that were scheduled to depart in the coming months are now unable to proceed as originally planned. We are assessing all options and will be in touch with an update as soon as possible. We will continue to monitor the situation and update you accordingly.

Please note: All communications from our team are sent to the lead traveller in your booking - i.e. the person who made the initial purchase and provided their contact information (phone, email address etc). Please check with the lead traveller in your booking for all updates.

We appreciate many travellers would like an update sooner, however it is important we have a clear understanding of the specifics of your trip before providing options for your departure.

This is a complex situation and it will take us some time to work through all options.


For the latest government travel updates, please see Smartraveller (AU) or Safe Travel (NZ).

TripADeal COVID-19 Response FAQ

What is TripADeal doing in response to COVID-19?

The TripADeal team is closely monitoring the global COVID-19 situation, following local and international travel advisories and adjusting upcoming tours to suit.  It’s a complex situation which is evolving on a daily basis, and there is no one-size-fits-all solution. We’re working through all upcoming tours on a case-by-case basis.

What options are you providing to customers?

Our team is working to provide the best possible customer solutions for all individual tours. These include deferring trips to a later date, an open credit to use on a different tour, credits with restrictions to what tour or time of year you can travel, and refund requests where our team work to recover funds from our suppliers where pre-payments have been made. You may also decline an offer and choose to seek a claim with your travel insurance provider, which we can provide supporting documentation. 

TripADeal will provide you with a credit offer.  If requested, TripADeal will provide you with details of alternate remedies available. Subject to the policies of the suppliers involved in your deal, TripADeal will preserve the value of your credit offer while you consider alternate remedies that are available.
 
We believe the credit options and deferred trips are the most cost-effective solutions for customers, providing some peace of mind and certainty during this challenging time. Where possible, we have also been able to circle back to customers with an improved credit offer.
 
More information on the range of options can be found below:

1. Defer with no Supplier Fee - This option could be provided to a customer to offer them the opportunity to defer their existing travel booking to a later date. There is no fee associated with doing so. There may be some time restrictions on selecting new travel dates. This is largely due to time limits we have to change dates on airline tickets without voiding the original ticket or incurring additional fees. 

2. Defer with Supplier Fee - This option could be provided to a customer to offer them the opportunity to defer their existing travel booking to a later date. There may be a supplier fee associated with doing so, this supplier fee will only apply where we’re not able to secure the same associated costs as the original travel date. This is often made up of fare differences from airlines. There may be some time restrictions on selecting new travel dates. This is largely due to time limits we have to change dates on airline tickets without voiding the original ticket or incurring additional fees.

3. Open credit with no Supplier Fee - This option could be provided to a customer to offer them an open credit to use on any itinerary available for purchase on the TripADeal website. There is no fee and offers the customer credit to the full value of their original purchase. There is no restriction on needing to travel on the same deal that was originally purchased. There are very limited restrictions on when this needs to be used by or travel by and is often dictated by our suppliers around the world on how long they are willing to hold the credit for and allow our customers to use it. We seek out the longest period of time possible to give the greatest flexibility. 

4. Open credit with Supplier Fee - This option could be provided to a customer to offer them an open credit to use on any itinerary available for purchase on the TripADeal website. There is a supplier fee associated with this option. The customer is offered a credit to the full value of their original purchase minus the supplier fee that TripADeal were unable to recoup. This fee is not payable but is deducted from the original purchase amount when the credit is offered back to the customer.  We work on limiting this fee to the best of our ability. There is no restriction on needing to travel on the same deal that was originally purchased. There are very limited restrictions on when this needs to be used by or travel by and is often dictated by our suppliers on how long they are willing to hold the credit for and allow our customers to use it. We seek out the longest period of time possible to give the greatest flexibility. 

5. Credit with restrictions and a Supplier Fee - This option could be provided to a customer to offer them a credit to use on a deal from the TripADeal website. This credit does come with restrictions and will be clearly outlined as to what these restrictions are. This will generally be restrictions to re-travel on a deal that is similar to the original purchase. Different to a defer option (same deal, new dates), this option allows you to pick a similar deal. Eg. If the restriction is Europe and the original purchase was an Italy deal, you could select a deal to Greece.

This option also incurs a supplier fee, this fee is not payable and is deducted from the original purchase amount when the credit is offered back to the customer.  There may be some time restrictions on selecting new travel dates. This is largely due to time limits we have to change dates on airline tickets without voiding the original ticket or incurring additional fees. 

6. Credit with restrictions and no Supplier Fee - This option could be provided to a customer to offer them a credit to use on a deal from the TripADeal website. This credit does come with restrictions and will be clearly outlined as to what these restrictions are. This will generally be restrictions to re-travel on a deal that is similar to the original purchase. Different to a defer option (same deal, new dates), this option allows you to pick a similar deal. Eg. If the restriction is Europe and the original purchase was an Italy deal, you could select a deal to Greece.

This option does not incur a fee, you will receive a credit for the full value of the original purchase amount when the credit is offered back to you.  There may be some time restrictions on selecting new travel dates. This is largely due to time limits we have to change dates on airline tickets without voiding the original ticket or incurring additional fees. 

7. Decline Offer Seeking Insurance - You may choose to decline the options provided to you when our offer is presented regarding your upcoming trip. This would indicate to TripADeal that you are seeking compensation from your travel insurance provider. We will support your claim by providing any documentation you need. If you would like to choose this option please submit an enquiry on our Customer Support page by choosing ‘Update My Booking’  and then ‘Enquire about a cancellation’ to submit your request. 

8. Refund Request - This option can be requested by any of our customers once you have received an official offer relating to your booking. TripADeal will act as your booking agent to recover funds from the suppliers involved with your deal. Please be aware that the reason the credit offer has been made is that we know it is very unlikely we will be able to recover the full purchase price of the deal in most cases.

What is a Supplier Fee?

While we always try to avoid it, some tours incur additional costs due to a number of factors such as fare differences and exchange rates. These 'Supplier Fees' are determined by our third-party suppliers (airlines, hotels, tour operators etc.) and passed on to us. Please note: all funds are paid to our suppliers. There are no additional fees charged on top by TripADeal.

Does TripADeal charge cancellation fees?

No. TripADeal does not and has never charged cancellation fees.

Why is it taking so long to get a response?

This situation has impacted every aspect of the global travel industry, not just travellers. Tour operators, airlines, cruise lines and hotels are some of the numerous suppliers we need to work with in order to find a solution for those who have booked trips with us. Global shutdowns, and us not being the only travel agent who these suppliers need to find resolutions for, means it can sometimes be slow to get a response. We are doing our best to speed up the process. Note: policies are changing regularly, and we are bound by the policies at the time of processing.

Is my tour still going ahead?

All tours are currently being assessed on a case-by-case basis in consultation with airlines, cruise lines and relevant on-ground operators. While your specific tour may be unable to proceed right now due to the Covid-19, it could be able to go ahead with the same itinerary in future.

Why can’t I get a full refund today?

One of the reasons we are able to offer such great prices is because we book and pay for many elements in advance. TripADeal acts as a booking agent, assembling all the parts which complete the overall package as soon as 72 hours after purchase. This can result in payments being made to suppliers on your behalf from 72 hours after purchase. This includes but is not limited to airline tickets, cruises, hotels and other services. We are working through all tours to find the best solutions on an individual basis.

After negotiating with our suppliers, some customers have been able to receive a refund, while others have been offered a credit for future travel. We are bound by what our suppliers are offering, however we’re continuing to negotiate on behalf of customers for the best outcome. In some instances, the policies of the supplier have changed after we’ve already provided customers an offer and have been able to go back to them with a better outcome.

TripADeal Payment Infographic

When will you be offering new trips for us to use credits on?

We’re already rolling out new Tour packages for 2021 and 2022. You can view our trips below. Our team is also hard at work creating new domestic Tour and Escape packages for those who would prefer to holiday closer to home. More trips will continue to be released soon.

2021 and 2022 Travel Deals
Australian customers click here
New Zealand customers click here

What happens to my credit if we can’t travel this year?

Some credit options have until the 31st December 2021 to travel. This has predominantly been determined by the airline. We are aware of government restrictions and travel bans and, if it looks like you are unable to travel this year, we will reassess your options and be in touch.

Will TripADeal still be here in future?

As an online travel agent we’re in the fortunate position of having lower overheads than many businesses with storefronts. We have also made adjustments to our business to see us through to the other side of this situation and are confident we will be here long into the future. We have a great team, and when you’re ready to travel, we’ll be here to make it happen.

Cancellation Policy

If you wish to amend or cancel your booking, standard terms and conditions as detailed in your booking confirmation apply. We recommend speaking to your travel insurance provider before making any decisions to cancel or amend your booking.

All cancelled bookings are final and cannot be reconstituted at a later date. This includes any bookings which have had an itinerary change after the cancellation process is complete.

Please refer to our cancellation and refund policy.

Australia
Terms and conditions
Cancellation and Refund Policy

New Zealand
Terms and conditions
Cancellation and Refund Policy

ATAS Travel Advice

As an ATAS (AFTA Travel Accreditation Scheme) accredited travel agent TripADeal has met strict criteria in order to become nationally recognised. Read more here:

ATAS Travel Advice