Travel Updates

Looking forward to travelling again but not sure where you can go? Explore your options with Sherpa!

Your guide to travel post-COVID-19, Sherpa’s interactive map provides real-time information on travel restrictions, testing requirements and quarantine measures for countries across the globe. With access to over 64 government systems, understanding travel restrictions has never been easier. To discover where you can go, please visit Sherpa 

The safety and wellbeing of our customers remains our priority. That’s why we’re closely monitoring the global COVID-19 situation and will continue to do our best to keep you informed on the latest travel information.

For official government information
For the latest travel official Government advice please visit Smartraveller
For news updates on global travel please visit Travel News

 

Frequently asked questions about adjusting your holiday plans

Why can’t I get through to anyone to help me on the phone?
We’re currently dealing with an unprecedented call volume. Please rest assured that you’re very important to us and we’re working to progressively contact all customers in departure date order.

Who can I contact to change my holiday plans?
Please email customerservice@myholidaycentre.com.au with your booking reference number and date of departure in the subject header and we’ll connect with you ASAP. We appreciate your patience as we to work through a backlog of bookings in order of departure date.

What are my cancellation options?
With your peace-of-mind paramount, we’re working to secure the best possible outcome surrounding the cancellation of your holiday booking. These options include tailored credits that can be used for future travel and where possible, refunds. This process takes quite some time because we’re bound by the differing cancellation conditions of our supply partners. Finalising your booking solution options is our priority and we will share details with you for your consideration ASAP.

How can I be assured my holiday investment will be taken care of during this time?
We’re members of the Australian Federation of Travel Agents with full ATAS accreditation. We’re also part of the Flight Centre Travel Group, so rest assured knowing that you’re in the safe hands of a reputable travel agent and that your holiday investment is protected.

Can I expect cancellation fees?
Although travel suppliers like airline and resort partners may be allowing change or cancellation on a case by case basis, there are other costs that go into preparing packaged holidays, some of these are fees are non-refundable, and unfortunately, some of these will need to be passed on. Please be assured that we’re working hard on your behalf to keep these at a minimum.

I have requested a refund, how long will it take to receive it?
To secure your refund, we work directly with our travel supply partners. In addition to the high volume of enquiry they are currently dealing with, they each have their own policies regarding refunds and cancellations. In some instances, these policies dictate that refunds can take up to 12 weeks and we can only process your refund once we’re in receipt of your funds from our travel supply partners. Please rest assured that we’re actioning all requests as quickly as we can in the current environment.

Is my holiday cancellation covered by travel insurance?
We recommend you check your Product Disclosure Statement that was provided with your Travel Insurance policy or contact your insurer directly as policies and providers inclusions differ.