COVID-19 travel guide
Resources to help you to travel smart and travel safely
Whether you have to travel or you're just exploring options for future trips, there's much more to consider before you depart. Like you, we love to travel, and we will travel again. When that time comes, we'll help you to travel smart and travel safely, every step of the way.
Frequently asked questions
I have travel booked already. Can I cancel or change because of COVID-19?
Yes. The best place to start is your online itinerary. Make sure that you check for the cancellation policy that applies to your booking. Many bookings already qualify for either free cancellation or change options with no fees. Just sign in to your account and check your itinerary. If you don't have an account, you can use the itinerary or confirmation number in the email that you received when you first booked your trip. If you booked a package holiday, you'll have to cancel your accommodation and your flight separately.
How do I know if I am eligible for a refund?
Many of our travel partners are continuing to review and update their policies. Check your online itinerary to for the cancellation policy that applies to your booking. If it doesn't qualify for free cancellation, you can still cancel, but standard cancellation policies will apply.
If I booked a non-refundable ticket, am I still eligible for a refund?
Policies vary by carrier. Many airlines are offering airline credits and eliminating cancellation and change fees for travel that is affected by COVID-19. Check your online itinerary or the airline's website for the most recent policies affecting your flight.
When will I get my refund?
Due to the high volume of cancellations, there may be delays in processing refunds. We apologise for any inconvenience and appreciate your patience. Timelines vary by the type of booking:
- For accommodation, hire cars and activities: It may take up to 48 hours to receive your refund. If the hotel processed the charge, they’ll determine the refund timeline.
- For flights: Most refunds are issued within twelve weeks. However, depending on the airline, some refunds may take longer.
- For packages: The individual parts of your holiday package are processed separately. Package refunds may take longer than usual.
What if I have a trip booked and still want to travel?
Before you depart, make sure that you find out what regulations might be in place at your destination. Check for any updates for the airports that you'll be travelling through, too. We also encourage you to check COVID-19 travel and health advisories.
Allow yourself some extra time, make sure that you have your own personal protective equipment (PPE) such as face masks and hand sanitisers, and take precautions such as washing your hands thoroughly and frequently.
What if I still want to get away despite COVID-19?
We recommend that you follow the guidance from governments and public health officials to help to slow the spread of COVID-19. The decision to travel is a personal one. Ultimately, it's up to you to determine what's best for you and your family.
What's the best way to find flights that have flexible change policies or are refundable?
Most airlines don't offer free cancellation, but many do offer the option to reschedule your flight without a change fee. All you pay is the difference between the original flight and the new flight that you select. When you're searching for flights, you'll see a No change fees filter at the top of your search results and in the list of filters on the left.
How can I stay informed about COVID-19?
We encourage you to check COVID-19 travel and health advisories.