Important COVID-19 Update - effective 17 April 2020

Posted on 17 April 2020
Important COVID-19 Update - effective 17 April 2020

Special terms and conditions for Expedition Exclusive's operated tour packages, effective 17 April 2020*

 

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

 

 

We are closely monitoring the coronavirus (COVID-19) developments, taking all necessary precautionary measures to prioritize the safety of our customers and the ground team, and implementing a few important policy updates to help relieve our clients' travel concerns.

 

TOURS DEPARTING FROM 28TH FEBRUARY 2020 TO 31TH MAY 2020

Due to Australian and overseas government restrictions on the movement of their populations due to the COVID-19 outbreak, including the quarantine, closing of borders, social distancing and so on which these factors are beyond our control, all departures will be postponed.

Subject to the booking terms and conditions of each tour packages, alternate option/s will be offered to each passenger.


If your payment was made to Expedition Exclusive directly, please refer to our refund policy here


If your payment was made to one of the below agencies, please note that we are cooperating with each agency on the waiver policies. We kindly ask for your patience while we are waiting for the final confirmation. In the meantime if you are willing to speak to them directly, their contact details are listed below for your reference:


Luxury Escapes
Website: https://luxuryescapes.com/au
Customer Enquiries: 1300 889 900

Scoopon
Website: https://www.scoopon.com.au/au
Customer Enquiries: 1300 726 676

Traveldream
Website: https://www.traveldream.com.au/
Customer Enquiries: 1300 350 263

Webjet Exclusives
Website: https://exclusives.webjet.com.au/
Customer Enquiries: 1300 769 503

Kogan Travel
Website: https://www.kogantravel.com/kt/
Customer Enquiries: 1300 517 210

 

TOURS DEPARTING FROM 1ST JUNE 2020 AND ONWARDS

The standard booking terms and conditions still apply until further notice.


Should you wish to cancel your existing booking with us, 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.

 

CONTACT US

We will continue to monitor the coronavirus situation and our customer support team will continue to be available to help with your questions and queries about your holiday throughout this period.

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

In the meantime, please rest assured that our teams will be working closely with their counterparts to ensure all adequate support are provided in time.

 


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

Posted in: Expedition Exclusive COVID-19  

Important COVID-19 Waiver Policy Update - effective 08 April 2020

Posted on 8 April 2020
Important COVID-19 Waiver Policy Update - effective 08 April 2020

Special terms and conditions on the waiver policy for any payment made to Expedition Exclusive Australia, effective 08 April 2020*

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



We appreciate your understanding and patience as we respond to your many questions and requests for changes to itineraries, cancellations and new bookings.

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

We would like to assure you that we are here for the long haul and you can always count on us.

Below is our latest update on the refund policy applied to any payment made to Expedition Exclusive directly. This Policy will continue to be updated as the situation unfolds.

If you have made any direct payment to Expedition Exclusive Australia for one of the listed categories listed below, the following refund policies will apply.

 

 

                                Categories (i)                

 

                           Refunds                                                                                                                                                             

                 Amount in Credit                                                                                                                              

Full Tour cost As per the booking term and conditions Travel credit of 100% money paid
Optional activity As per the booking term and conditions Travel credit of 100% money paid
Flight related cost(s) including but not limited to departure city surcharge, customized flight change and cabin class update etc. As per the booking term and conditions Travel credit of 100% money paid less any irrecoverable cost(s) (ii)
Customized service(s) including but not limited to pre-tour or post tour accommodation, domestic train upgrade, cruise upgrade, private airport transfer. As per the booking term and conditions Travel credit of 100% money paid
Travel insurance As per the booking term and conditions 100% Non-refundable
Booking amendment/admin. fee As per the booking term and conditions 100% Non-refundable
Credit card surcharge As per the booking term and conditions 100% Non-refundable

 

(i) If you believe your booking has been affected and your pre-paid category is not listed on the above, please contact our consultant to discuss.

(ii) The irrecoverable cost is bound by different airlines' terms and conditions. Our consultant will advise the non-refundable amount for your booking in details.

 

The pre-paid amount to us will be held in credit for up to 18 months from the date of the Credit Note is issued. This credit can be used for any tour package(s) operated by Expedition Exclusive once they become available.

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

 

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

For the Credit Voucher's FAQs, please visit our website here

Posted in: Expedition Exclusive COVID-19  

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 postponed.

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