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Coronavirus (COVID-19) Travel Advice

LAST UPDATED: 5th May 2020 - 9:50

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 are aware of speculation regarding international travel in 2020, however there is no official government directive at this time. 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 about the COVID-19 outbreak?

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, negotiating with suppliers to deliver the best outcomes for our travellers. In some cases we’ve been able to offer credits or deferrals for future travel at no cost, while others have incurred supplier fees. We’re also finding that the solutions from some of our suppliers are changing and, in some cases, we have been able to go back to customers to provide a better offering.

  • TripADeal operates tours to more than 100 countries around the world. As there is no unified government response to the COVID-19 situation, it is a very complex situation to navigate.
  • TripADeal acts as a booking agent on behalf of our travellers. We are working with domestic and international airlines, ground operators, hotels and other external suppliers to find solutions for customers. We understand frustrations, however we ask you to please remain patient.

What options are you providing to customers?

Our team is working hard to find solutions which provide some peace of mind for all affected travellers. These include rescheduled tours, full credits able to be used on future tours, credits minus any incurred supplier fees, and partial refunds after negotiation with merchants. Some credits are limited to the original destination, while others can be used across any of our packages.

Why am I being charged a supplier fee?

The Supplier Fee is determined by our third-party suppliers (airlines, hotels, tour operators etc.) and is passed on to us. Please note: this fee is not revenue raising on our part and all funds are paid to our suppliers. There are no additional fees charged on top by TripADeal. The supplier fee can vary greatly from tour to tour due to a number of factors.

We have received many questions regarding this fee and understand the previously-used term ‘rescheduling fee’ caused much confusion. We sincerely apologise for this. To make it clearer, we have since changed the name to ‘supplier fee’, as this better reflects what this fee is.

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?

For those who were due to depart in the coming days and months, your tour is now unable to proceed as originally planned. We are assessing your options and will be in touch as soon as we have an update for you.

We are prioritising those due to leave in the coming days and months. All other tours are being assessed on a case-by-case basis in consultation with airlines, cruise lines and relevant on-ground operators. While your tour is unable to proceed right now due to the Covid-19, it may 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 includes but is not limited to airline tickets, cruises, hotels and other services. As a result, we do not hold onto your money. 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 partial 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. You can view our 2021 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 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 2020 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