Coronavirus (COVID-19) Travel Update


Effective 30 March 2020
Last Updated: 30 March 2020 

Coronavirus: Travel Credit Policy

 

Following the Australian Government’s travel ban on Australians travelling overseas (until further notice) due to the global COVID-19 pandemic, Nexus Holidays is suspending all group tours until 30 June 2020.  While we acknowledge the Government’s prohibition of travel and subsequent suspension of our services may cause inconvenience and disappointment, ensuring the health and safety of our customers and staff is our number one priority, especially given the gravity of the public health crisis confronting the world.

In response to the unprecedented travel restrictions from governments world-wide stemming from COVID-19, we will be updating our policy regularly to adapt to the constantly evolving nature of this pandemic. The policies detailed here take effect from 30 March 2020, until superseded by further updates. Please refer to this page for the latest updates to our special terms and conditions as a result of the impact of COVID-19.

 

Departing between 01 March to 30 June 2020

If you have a booking with Nexus Holidays departing between 01 March 2020 and 30 June 2020, you will be able to retain the value of your booking as credit for you to use towards a future booking with Nexus Holidays with a departure date before 31 December 2021 less any third party components(*) that are unrecoverable.

Please keep in mind if your new booking is of lesser value, any difference can be used towards tour extensions, optional programs, airline upgrades or any other tour components. Any unused credit will not be refundable.

The credit can be used toward the below options:

  • You may wish to rebook the same tour (where available) on the original price you paid when you select your new departure date up until the 31 December 2021 and we would need to quote you for any additional fees (where applicable) according to the airlines’ fare rules as well as any applicable seasonal surcharges for the new date of travel.

Or

  • You may wish to keep your funds in credit for another tour or destination to travel up until the 31 December 2021. Credit is valid for 12 months from the date of issue. Any new tour cost and applicable seasonal surcharges for the new travel date will be based on the current price in the market at that time and we would need to quote you for any additional fees according to the airlines’ fare rules.

Any decision needs to be received no later than 21 days prior to your original departure date otherwise the credit will be forfeited in full. 

Due to government bans and travel restrictions imposed by governments around the world, airlines, hotels, cruise and tour companies are not liable for the losses to clients. The offer of refunds and/or credits is done in goodwill and above what is legally necessary. 

Where you have already accepted any previous special terms and conditions in relation to the cancellation/rebooking/amendment of your booking due to COVID-19, these cannot be rescinded and will still apply.

Our Team will be contacting impacted customers and/or your travel agents in relation to your booking to discuss your travel arrangements in the order of departure date with priority given to those departing within 14 days.

(*) Third party components may include but not limited to: Airline reissue fees, airline rebooking fees, fare and/or tax differences, cancellation fees, visa costs, credit card merchant fees and non-refundable land and cruise costs where prepayments have been made and no refund is available. We are working with third parties to get the best result for our customers and agency partners and will continue to do so. However, there are no guarantees on the funds that we will be able to recover.

Please kindly note, airfares held in credit have different terms and conditions. Third party policies including airline policies may be updated regularly as a result of the evolving nature of this pandemic.

 

Departing after 30 June 2020

Customers who are departing after 30 June 2020 and wish to make amendments or cancel their booking, our standard Terms and Conditions will apply unless the Government’s travel ban and subsequent suspension of Nexus Holidays group tours is extended.

 

Contact us

As per the Australian Government’s advice in an effort to prevent the spread of the Coronavirus (COVID-19), preserve the health and safety of our staff and customers, our team is working from home with reduced staffing levels effective 23 March 2020 until 30 April 2020 (subject to further notice).

If you are a customer, you can contact our team by email on info@nexusholidays.com.au or if you a travel agent, you can contact our Wholesale Reservations Team by email on bookings@nexusholidays.com.au

As we are experiencing a high volume of emails due to the impact of COVID-19, we strongly suggest deferring contacting our team unless you are due to travel within the next 14 days. If you are due to travel before 30 June 2020, our team will be contacting all customers and travel agents in departure date order. Our team will respond to our customer and agent enquiries with priority given to those who are scheduled to depart within the next 14 days.

We thank you for your patience and understanding in these challenging times while we do our best to respond to your enquiries as promptly as possible.

Thank you for your understanding. Take care and stay safe.

—The Nexus Holidays Sydney Team