We’re with you all the way

An important message for our customers

Travel has long been a bridge to unite people and places, so as our world continues to be turned upside down by COVID-19, it’s an unsettling time to see this bridge temporarily closed.

We understand this unprecedented time is difficult to navigate but our focus is clear; to support our customers in every way we can.  With your safety and piece-of-mind paramount, we’re working with our supply partners to get people safely back home and to adjust the holiday plans of our valued customers.

These are testing times. But our passion for creating amazing holidays has not been extinguished. We may be restricted by borders for now, but it won’t stop our team from continuing to create inspiring holidays that we can all look forward to when the time is right.

We’re here for you now and we’ll be here again when you’re ready to start creating holiday memories.

In the meantime, please stay safe.
Ryan Thomas, CEO

 

CORONAVIRUS (COVID-19) TRAVEL ADVICE

Updated 06 May 2020
In response to Coronavirus (COVID-19), the Australian Government has now issued a total ban for non-essential travel, both international and domestic.

As you can imagine we’re currently dealing with high call and email volumes. We genuinely appreciate your patience and understanding while we work to assist you.

Customers With Virgin Australia bookings
On Tuesday 21st April, Virgin Australia (VA) entered into voluntary administration to recapitalise the business and help ensure it emerges in a stronger financial position. We understand our customers who have credits or bookings with Virgin Australia may be concerned. Virgin Australia is continuing to operate scheduled flights as normal, and has indicated that there is no immediate impact to customer bookings or credit files. We will work closely with the administrators to support Virgin Australia through this process, and we will keep our customers informed of any developments and Virgin Australia policy updates as they come to us.

If you’re overseas
To date, we’ve connected with all customers in destination to ensure their safe return to Australia. We’re still here for anyone that may need help getting home. Please call +61 7 5631 8905 (9am – 5pm AEST).

If you’ve chosen to delay your cruise holiday to 2021 or later
Electing to re-book your holiday for a later date enables you to avoid fees and take advantage of added benefits on offer from cruise lines, so it’s easy to see why this has been an incredibly popular choice amongst our customers.  With an unprecedented number of bookings to process, we’re working closely with cruise lines to secure your preferred cabin number and location. Please rest assured that we’re working as quickly as possible and we look forward to connecting to confirm the details of your dream holiday.

If your sailing has been cancelled and you are awaiting a refund
To secure your refund, we’re working directly with our travel supply partners who have been enormously impacted by the COVID-19 pandemic. In addition to high volumes of enquiry, many are operating with limited staff and each have their own policies regarding refunds. Whilst most suppliers state that refunds can take up to 12 weeks, with their current backlog of enquiry we are seeing significantly longer wait times. As hard as we’re working, we can only process your refund once we’re in receipt of your funds from our supply partners. We appreciate this wait time is frustrating and want to assure you that finalising your refund remains our absolute priority. Please bear with us; we will connect with details of your refund ASAP.

If your cruise holiday is booked for July 2020 – December 2020
To date, most cruise departures have only been impacted up to 30 June 2020, however, we appreciate that you may be anxious about travelling later this year. In light of this, we’re currently working with our partners to provide you with options that will enable you to move your holiday to 2021 if you wish.  We’re crafting some incredible offers and look forward sharing these with you for consideration in the coming weeks.  

Please continue to bear with us
MyCruises are members of the Australian Federation of Travel Agents with full ATAS accreditation, so you’re in the safe hands of a reputable travel agent and your holiday investment is  financially protected. Please rest assured that no matter when you’re departing, you’re very important to us. With your peace-of-mind paramount, we’re working to secure the best possible outcome for you. As we do so, we ask you please bear with us and refrain from calling. A member of our team will connect with you to discuss your options ASAP.

For official government information
Government travel advice Smart Traveller
Latest health alerts Australian Department of Health

 

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.