Important COVID-19 Update - effective 27 March 2020

Posted on 27 March 2020
Important COVID-19 Update - effective 27 March 2020

Special terms and conditions for Expedition Exclusive's operated tour packages, effective 27 March 2020*

*This updated policy supersedes any specific waiver policies that we have issued prior to this update.

 

The first few months of 2020 have already proven to be one of the most challenging periods in modern history. We are seeing large-scale disruption of sectors and communities across the world.

Like you and most of the world, the team here at Expedition Exclusive Australia is making our best efforts to adjust to a rapidly evolving situation.

As we navigate this unprecedented crisis, rest assured that our first priority remains keeping our customers and team members safe.

In response to the Coronavirus outbreak and the restrictions from the governments and airlines, we have been updating our waiver policies. Please refer to the information below regarding conditions rapid change of surrounding this waiver policy. Please keep in mind it is a highly volatile and dynamic situation with numerous scenarios and a policy can never cover all eventualities. This Policy will continue to be updated as the situation unfolds.

 

Tours departing from 28th February 2020 to 30th April 2020

All departures between 28th February 2020 and 30th April 2020 have been postponed.

For the passengers wishing to proceed with the cancellation, the third party payments (including but not limited to airlines fees, service fees, flight surcharges and irrecoverable land cost) are non-refundable.

Our consultants are now being in touch with the passengers whose booking has been affected by this policy update via email to discuss the relevant travel options. If you believe your booking has been affected and you haven't heard from us, please be patient as our consultants contact every customer, in priority order by date of travel.

 

 

Tours departing from 1st May 2020 and onwards

The standard booking terms and conditions still apply as the waiver policy has not been released.

Our team is working around the clock to assist as many travellers as quickly as possible, particularly those departing in the next 25 days. We will then progressively work through all upcoming departures. This is a complex situation and will take time to address.

You should be receiving updates referencing the status of your trip via email no later than 21 days before your tour. We continue to work closely with the Australian Department of Foreign Affairs and Trade (DFAT), World Health Organisation (WHO), the Governments, airlines and our operators to work on the best course of actions for our passengers.

 

 

Contact us

We understand that the latest global events is a difficult and stressful time for everyone. The entire team at the Expedition Exclusive Australia is working extremely hard to attend to our customers as soon as possible.

If you have any questions regarding your booking with us, you can contact our reservation team via email at info@expeditionexclusive.com.au or via the Live Chat service on our website at https://www.expeditionexclusive.com.au/

We are all hoping that the current crisis all over the world soon passes and things start to return to normal, but we can only wait and see how the next few weeks and months unfold. We thank you for your patience in the meantime.

 


For the full booking terms and conditions, please visit our website here

Posted in: Expedition Exclusive COVID-19  

Message from Expedition Exclusive - 25th March 2020

Posted on 25 March 2020
Message from Expedition Exclusive - 25th March 2020

Dear valued customers,

We are so grateful that most of our amazing guests trust us enough to postpone their tour with us, rather than cancel it. It gives us the warm fuzzy feeling that we are all in this together.

To go some way in repaying that trust, our Expedition Exclusive team will be answering guests' questions everyday via the live chat service. We want to reassure everyone that we are here and we are not going anywhere.

Warm regards,

Expedition Exclusive Australia

Posted in: Expedition Exclusive  

Coronavirus Update - 18th March 2020

Posted on 18 March 2020
Coronavirus Update - 18th March 2020

Dear valued customers,

At the time of writing, the impacts of the Coronavirus are escalating, and the situation is rapidly changing. Our hearts and thoughts go out to the people who have been affected by this unprecedented event and we appreciate the healthcare workers, local communities, and governments around the world who are on the front line working to contain this coronavirus.

We understand that people want to alter their plans in light of the current uncertainty, and we are doing everything we can to make it possible.

During this challenging time, we are working hard to find solutions for all those affected, and we will review and respond to your particular situation as soon as possible.

All of our February and March 2020 departures have been suspended.

Our consultants are now being in touch with all passengers departing in April 2020 (via email) to discuss the relevant travel options. If your tour is in April 2020 and you have not heard from us, please be patient as our consultants contact every customer, in priority order by date of travel. Kindly do not call us unless you are due to travel in the next 25 days.

At present, all tours in May and onwards are scheduled to operate as normal. Having said that, we are continuing to work closely with Department of Foreign Affairs and Trade (DFAT), World Health Organization (WHO), the Governments and our operators to monitor the situation. Please be assured the health and safety of our customers remains our primary concern. You should be receiving updates referencing the status of your trip via email no later than 21 days before your departure date. 

Thank you for your continued patience and as always, rest assured we are working hard to ensure that the best outcomes can be achieved.

Kind regards,

Expedition Exclusive

Posted in: Expedition Exclusive  

Coronavirus in China - 12th February 2020

Posted on 12 February 2020
Coronavirus in China - 12th February 2020

Dear valued customer,

The Australian Department of Foreign Affairs and Trade has now changed their advice for China overall to 'Do Not Travel'. As a result, our tours in China departing up to and including 31 March 2020 have been postponed.


Our team is currently contacting those due to travel up to the 31st  March 2020 to make alternative arrangements.


For the customers who will be travelling in April 2020 and onwards, our team will contact you 21 days prior to your departure date with an update. However, if you wish to change or cancel your booking now, the standard booking terms and conditions apply.


As customers' safety and enjoyment are always our top priority, we will continue to closely monitor this situation and work with other service partners to ensure that appropriate actions and procedures are in place.


Once again, your patience and understanding are greatly appreciated. In the meantime, please do not hesitate to contact us if there is anything we can assist further.


Sincerely,


Expedition Exclusive

 

Coronavirus in China - 29th January 2020

Posted on 29 January 2020
Coronavirus in China - 29th January 2020

Dear Customers,

We would like to keep you informed on the following update.

As you might be aware, there is an outbreak of novel coronavirus in Hubei province, China. Since your safety and enjoyment are our priority, we have been closely monitoring the situation as well as working with all airlines and service partners to ensure that appropriate actions and procedures are in place.

In the event that situations have has not been improved by 12th February 2020, alternate options will be offered to all customers departing in March 2020.

For the customers who will be travelling to China in April 2020 and onwards, our team will contact you within 21 days prior to your departure date with an update.

In the meantime, should you wish to cancel your existing booking with us, kindly note that your booking is non-refundable and non-changeable. We strongly suggest that you contact your travel insurance company for any loss incurred and we will provide the relevant documents to support your travel insurance claim.

Alternatively, we kindly ask for your patience until further updates and information about your booked trip are given.

Once again, your patience and understanding are much appreciated.

Kind regards,

Expedition Exclusive Australia.

Posted in: Expedition Exclusive  
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