NOTICE REGARDING COVID-19
27 March 2020
Our customers are very important to us. During this time of uncertainty, many of our customers have either had their travel plans changed or postponed or are questioning what will happen to their holiday plans for later in the year. Over the last couple of weeks we’ve spent countless hours arranging for clients who are already overseas to come home or making arrangements for those travelling within a few weeks. It has been a pretty hectic time!
We want to assure you that we are here for you, our clients. Whilst our hands may be tied in most circumstances, we must wait for advice from a cruise company or airline on which cruises/flights they are cancelling. We are always working hard to get the best outcome for our clients. We would like to say a big thank you for your patience while working through this; particularly as we have been forced to reduce our operating hours. Be assured that if you call us 1300 485 846 or email us, firstname.lastname@example.org, and we will get back to you as soon as possible. Certainly within 48 hours.
Any deposits or final payments you make are sent immediately to the airline(s) and cruise company. We do not hold those funds. With the current conditions, where the operators are classifying the COVID -19 disruption as a “Force Majeure”, being an event beyond all reasonable control and not reasonably preventable, refunds are generally being denied in favour of credits for future travel. This process is taking much longer than usual but please be assured we are doing everything within our power to advise you of your options as soon as possible.
There has been a great deal of speculation in the media about the efficacy of travel insurance relating to the COVID-19, regrettably there is no simple answer to this question as the terms and conditions vary with each policy. Our advice is to carefully read the Product Disclosure Statement, relevant to the travel insurance policy that you have purchased and If you still have concerns, please contact your insurer direct to seek clarification. Should you have purchased your insurance cover through Ultimate Cruising, we would be pleased to make any representations on your behalf.
There is also a special section that has been created on the ACCC website detailing Covid-19 information for consumers, highlighting an updated policy for flight, cruise or tours that have been cancelled.
Ultimate Travel Group is an Australian owned company with thirty years of experience in providing travellers with amazing cruise experiences.
Over those thirty years, we have seen many events that have disrupted the travel plans of our clients. We stand ready to assist you in any decision you might make regarding your travel arrangements and/or any additional information you may require.
Again, we appreciate your patience as we work through this together. These are challenging times, where the most important thing is that you and your family remain safe and free from this virus!