CORONAVIRUS [COVID-19] – CUSTOMER INFORMATION
We appreciate that the situation continues to evolve every day. We’ve recently amended a number of our terms and conditions to ensure the ongoing comfort and safety of our customers and crew.
In light of the current uncertainty, we understand that some travel plans need to be changed, and we’re here to support our customers wherever possible.
If you’re currently travelling, and need assistance or have questions please contact your travel agent directly or call our Customer Service team on (+61) 3 9393 1333.
SUSPENSION OF OPERATIONS
Due to restrictions imposed by the Australian government to reduce the impact of Coronavirus (COVID-19) we have made the difficult but critical decision to suspend all tours scheduled to depart between 22nd March, and 31 May 2020.
We are in the process of contacting all customers currently booked to travel during this time.
For those who booked directly with GLT Brands (including Autopia Tours and Wildlife Tours):
- You will have the choice of either a full refund of monies paid or,
- Free date/itinerary change and a credit voucher for 110% of monies paid.
For those who booked through one of our travel agency partners:
- Please speak to your travel agent directly for information regarding refunds and rebooking.
Until 30 June 2020 the following special conditions apply to all new bookings:
You may reschedule your booking for an alternative departure date at no cost if you make your request at least 21 days prior to your scheduled departure date.
You may cancel your trip at any time up to 21 days before the scheduled departure date and receive travel credit with us equal to 100% of the value of your original booking.
CONDITIONS OF CARRIAGE
Following the introduction of 14 -day self-isolation regulations for passengers arriving into Australia, we have updated our conditions of carriage as a precautionary measure to ensure the ongoing health and wellbeing of our customers and crew.
All customers travelling on Autopia or Wildlife Tours Australia tours will be asked to provide evidence of their date of arrival into Australia.
This can be done through the provision of inbound flight documentation, passport stamps, proof of accommodation or any other means which shows either an arrival date:
- Prior to 12:01 am on the 16th of March 2020, or
- 14 days prior to the scheduled date of departure of their tour.
Failure to provide documentation may result in customers denied boarding.
Customers due to travel within 14 days of arriving in Australia should look to contact our customer service team to arrange moving to alternative dates (at least 7 days prior to travel) or obtain credit for future travel.
We will look to return to general conditions of carriage as soon as the self-isolation regulations are relaxed.