Book flexible trips with confidence

Although the world feels as unpredictable as it does right now, our approach to supporting clients remains timely, quickly with proactive response. You can still book with us in complete confidence, whatever the uncertainty.

Call us today, we’re here to help. We can work out the logistics of a specific trip or simply offer some inspiration for a journey in the future.

Arrange coming trips with another departures

Our travel consultants will get in touch with you before your trip to take you through the options. We hope you’ll understand that we are prioritizing this by departure date and your safety and well-being are always our priority. Just be assured that we’ll contact you soon.

Thank you for your understanding at this time.

Note: We’ll keep you posted and the information on this page may be updated at any time.

Read more about Coronavirus

https://www.smartraveller.gov.au/news-and-updates/coronavirus-covid-19

Suspending tours departing until 31 December 2020

Due to the ongoing global impact of coronavirus (COVID-19) and the likelihood of international borders remaining closed for an extended period of time Asia Vacation Group will suspend all tours until at least 31 December 2020.

Given the unprecedented impact of COVID-19 outbreak, we have been adjusting our booking conditions and cancellation policy regularly to adapt to the constantly evolving nature of this now pandemic. The updated policy, which will come into effect immediately, will provide you with the assurance that your booking is secure with Asia Vacation Group to be used in the future.

Updated booking Terms & Conditions

Tours departing from 16 March 2020 to 30 April 2020

For those who have booked a tour departing between 16 March 2020 and 30 April 2020, you will receive a credit to use towards any alternative tours departing before 30 November 2021.

Please note: You will need to pay fees associated with the rebooking, such as the airline re issue fees & any applicable fare differences, plus any additional charges from our suppliers (You can contact your travel insurance who is able to cover these surcharges for you. Asia Vacation Group is not able to give any advice on this).

The travel credit will be automatically applied to your Asia Vacation Group booking.

Tours departing from May to 31 December 2020

If you have booked a tour departing from May until 31 December 2020, it has been suspended and you will receive a 100% credit of monies paid to use with a departure date before 30 November 2022 of the same tour package.

If you cancel the tour, you will receive a credit of monies paid to use towards an alternative tour with a departure date before 30 November 2022. Please be noted that your booking will be charged for fees associated with the rebooking, such as the airline reissue fees & any applicable fare differences, plus any additional charges from our suppliers (You can contact your travel insurance who is able to cover these surcharges for you. Asia Vacation Group is not able to give any advice on this).

The travel credit will be automatically applied to your Asia Vacation Group booking.

Tours departing from 1 January 2021

At this stage, all tours departing from 1 January 2021 have not been suspended and will continue as planned. We continue to monitor the situation if there are changes, or if your trip is suspended, you will be notified directly by our travel consultant.

If you choose to cancel your tour booking departing from 1 January 2021, you will receive a credit of monies paid (excluding polar, flights and insurance) to use towards an alternative tour with a departure date before 30 November 2022.

 Get in touch

We are experiencing significant volumes of calls and emails and long wait times. We will be contacting customers that booked tours departing by 30 September 2020 via email as soon as possible.

We are grateful for your support and understanding in this challenging time and encourage everyone to be kind to one another while we navigate this global crisis.

 

*NOTE: The updated policy, which will come into effect immediately, will provide you with the assurance that your booking is secure with Asia Vacation Group to be used in the future.

FAQs

1. Why have you suspended all trips until the end of December 2020?
The safety of our travelers, staff, and the communities that we visit is our priority. As the scale of the coronavirus (COVID-19) pandemic became better understood, we knew that as a responsible travel company that we needed to temporarily stop travelling. With the increasing number of travel restrictions globally, it has made it almost impossible to operate a travel company, so we suspended all trips scheduled to depart until at least 31 December 2020. We are constantly reviewing this and will provide updates on this page if the suspension period has to be extended.

2. When should I expect a new update?
As the spreading of the virus has been developing incredibly in sophisticated ways, we aim to keep our customers updated with the latest news. Your understanding is highly appreciated as we are experience many requests from customers, whose tours affected by suspending decision. We would like to advise you the timeframe you should expect to receive an official update from us regards to your booking.

For bookings departing in January – you will be notified by 31 November 2020 as we are working around the clock and continuously seeking advices from local government in term of oversea travelling. We will implementing necessary measures to make sure it meets both government imposed restrictions (if any) as well as ensures customers’ experiences when travelling with us.

3. My trip has been suspended, how will I be compensated?
A credit note for the value paid on your booking is being offered to all our suspended tours, this includes us absorbing any applicable third-party fees (some airline fees may apply). You do not need to contact us to confirm your credit as it has been automatically applied to your booking account. If you would like to re-book a later departure date, you can do that now or you can hold on to the credit until you are ready to re-book. The credit can be used on almost all our trips globally and expires by 30 November 2022. We want to provide you with as much flexibility as we can, so that you have plenty of time to plan and re-book your next trip.

4. Why have the booking conditions changed?
Given the unprecedented impact of COVID-19, we have been adapting our booking conditions and cancellation policy regularly in response to evolving nature of the situation, as the scale of the pandemic has grown globally and as it has become better understood. We have tried to communicate any changes to terms as quickly as we can and to be as transparent as possible with customers. Asia Vacation Group is committed to doing our best by all the people around the world that rely on our business and providing travel credits helps us to do that.

5. My trip is booked to depart after 31 December 2020, how does this affect me?
At this stage, trips departing from 1 January 2021 onwards are still scheduled to depart. We will contact booked customers with updates to this situation if it changes.

6. I emailed you a few days ago and you have not responded. When can I expect a response?
As we continue to stress, we are experiencing delays in responding to our email enquiry. We kindly ask that you do not send multiple email requests, as this will not expedite a response to you any sooner. We are working to respond to customers as quickly as we can.

Please be mindful of our reduced hours during this time, as mentioned above, as well as that we are closed on National Public Holidays.

7. Does the credit expiry of 30 November 2022 mean that I need to travel by that time?
No, the expiration date is when the credit must be used by. You can travel at any time. You just need to contact to our Travel consultant to pick up the new travel date.

8. I do not intend to use the credit; can you please issue me an insurance letter?
Yes, we are happy to issue an insurance letter to assist in any claim you intend to make through your provider. By doing so, please know that we will be required to reverse your credit in accordance with the statement being provided, that no reimbursement has been provided for your booking.

Should your claim be unsuccessful we would require appropriate correspondence from your provider following which, we would be happy to reinstate your credit less a $250 per person administration fee.

9. Are you releasing more departures dates for 2021?

We are regularly releasing more 2021 departure dates to provide those affected by tour suspensions as many options as possible. In saying this, we recommend that you secure a new date of travel as quickly as possible to avoid disappointment, as we cannot guarantee availability for you.

We recommend that you continue to revisit the deal page, which reflects live availability and pricing.

10. When will 2022 dates be released?

We do our best to release travel dates 12-18 months in advance, though we do rely on our close relationships with our world-wide network of partners to finalize our tours. Given the current circumstances, we intend to release 2022 dates early next year.

We recommend that you subscribe to our email updates to be the first to know when 2022 dates will become available on your preferred deal.

11. I am travelling beyond 01 January 2021, can I cancel or change my booking?

We understand the hesitations you will have and would like to do our best to assist during this difficult time. If you are travelling beyond 01 January 2021 and wish to explore changing or cancelling your booking, the outcome of this request will depend on many factors:

  • The package you have booked
  • If flights have been ticketed

The following two options are available to you for consideration:

  • Date change
  • Account credit

Should any third party or airline fees be applicable to change or cancel your booking, these will be passed on to the customer and are entirely dependent on the package booked and the arrangements made with our third party suppliers to date. Due to the high level of enquiry we are experiencing, please expect a delayed response from our team.

12. Why are you not providing a refund?
We empathies that with the level of stress and uncertainty many are facing following the detrimental impact this event has been having, that most would prefer a refund on their booking. While understanding this is the case, we wish to explain why this is unfortunately not an available option for our customers.

Due to the exceptional and substantial impact that COVID-19 is having on our industry and our customers, this is a situation that is classified as a Force Majeure event, meaning it is beyond all reasonable control and not reasonably preventable by our business.

In this case, we rely on the cooperation and assistance from our local travel partners and airlines when being forced to suspend the operation of a tour. Given the commitments made with our various third-party suppliers and referring to our standard terms and conditions, a refund is not available for those bookings affected.

Instead, we are going beyond these standard conditions by offering our customers a full credit for their booking. This credit allows you the flexibility to book the same or a different package, at another time of year that suits you.

Our response is in line with both industry practice and advice issued by the ACCC. While we appreciate your expectation that a full refund should be issued, the provision of a credit less significant unrecoverable costs remains an option, which we are entitled to provide. We have, however, chosen not to disadvantage our customers to that extent and have instead chosen to absorb all costs incurred in fulfilling your package to date.

We are confident that the credit provided is a reasonable and fair outcome for our customers. Where this may not be acceptable for some, we will issue you with an insurance letter allowing you to make a claim through your travel insurance provider. I am afraid Asia Vacation Group cannot be held responsible for any limitations you may experience with your policy under these circumstances.