COVID-19 Frequently Asked Questions


DFAT Travel Advice

From 18 March, the Australia government implemented international and domestic travel restrictions.

Domestic travel restrcitions are starting to ease as borders slowley reopen. For the latest information, please see Tourism Australia's travel tips: https://www.australia.com/en/travel-alerts/australian-travel-status-map.html

We will continue to monitor the situation closely and provide updates.

From 18 March, the Australia government implemented international and domestic travel restrictions.

Domestic travel restrcitions are starting to ease as borders slowley reopen. For the latest information, please see Tourism Australia's travel tips: https://www.australia.com/en/travel-alerts/australian-travel-status-map.html

We will continue to monitor the situation closely and provide updates.

We know that coronavirus (COVID-19) is causing uncertainty and the situation is changing frequently. We're monitoring things closely and are in contact with health authorities and government agencies to ensure we are following all the latest advice.

We would never send our customers on holidays unless it was safe to do so. We want to reassure our community; PLAY is in a good position to weather this storm. Last year, we launched PLAY as a trial with Afterpay and thanks to your support it has been a resounding success. With investment from AP Ventures, we are in a strong position to keep moving forward, with plans to expand our destinations and to improve our website.

The partnership with AP Ventures is an important step in supporting the Australian travel industry as it weathers the impact of COVID-19 - providing long-term opportunities for our travel partners and consumers to book and pay for travel over a 12-month period.

When you are ready to travel, or for those looking to book future travel, we are here to help you and at the same time we're committed to supporting the recovery of the tourism industry.

For new bookings, we have implemented a 30 day ‘change of mind’ policy and have some more information here.

Current Bookings

We are monitoring industry updates up to 31 December 2020, and beyond where, suppliers have released COVID-19 change policies.

We will be in contact with you if your travel arrangements have been effected. If you are travelling during this period and have questions, please feel free to email our team at [email protected]

For customers departing from 1 January 2021 onwards, we appreciate your patience. Our team are monitoring airline policy changes on a daily basis and will continue to advise you when new information becomes available.

If you are departing from 1 January 2021 and have enquiries in regards to your booking, please feel free to email our team at [email protected]

Virgin Australia has extended its voluntary administration period by another month until 21 October 2020, under new owners, Bain Capital. When the voluntary administration period ends, updated information regarding flight credits is expected. For more information on Virgin Australia, Click here

For those holding bookings in credit, we will be in contact when appropriate to start thinking of new dates. You can contact our team when you are ready to rebook.

Travel bans are easing with many of you already rebooking domestic travel. We do not recommend rebooking international travel at this stage.

There are significant delays in refunds for those whose refunds include a refund from an airline or cruise line, as they struggle to process the volumes of refunds.

Airline and cruise lines refunds are taking a minimum 16-18 weeks to refund us.

Some airlines are experiencing delays of 6 months or longer however many are refunding well before this timeframe.

We are working as hard as possible to expedite your refund, as soon as the refund is submitted to us by the supplier, we will process the refund promptly.

Many airlines, tour companies and hotels do, in normal circumstances, take up to 12 weeks to process refunds. For more information on this, please refer to the Australian Travel Agents Association for industry standards: https://www.atas.com.au/covid19-update

Changes to My Booking

Our team are monitoring airline policy changes on a daily basis and will continue to advise you when new information becomes available.

Most airlines release policy changes for departures approximately 1 month prior to departure.

If you are booked with an airline, hotel or a supplier who has more flexible policies, our Customer Care team would have been in contact already.

Each supplier has a different change and cancellation policy. Therefore each booking will need to be assessed on a case-by-case basis. Please contact us via email and we will do our best to accommodate your request where possible.

We are doing everything in our power to work with suppliers to provide date changes and travel credit where possible. Many airlines and hotels are providing greater-than-usual flexibility around date changes for travel.

To provide peace of mind, if you want to proceed with a new international or local holiday booking, we have introduced a 30-day “change of mind” guarantee to all new forward bookings made from 10 March 2020.

The Australian Federation of Travel Agents has released some important information for consumers: AFTA Refunds Facts

30 Day 'Change of Mind' Policy For New Bookings

We understand things are changing on a daily basis at the moment. To provide peace of mind, if you want to proceed with an international or local holiday new booking, we have introduced a 30-day “change of mind” guarantee to all new forward bookings made from 10 March 2020.

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