COVID-19 Frequently Asked Questions


Due to unprecedented times we're currently experiencing, we must prioritise customers in order of departure. If you are not travelling in the next 30 days we will not be able to process your request in a timely manner. Given the urgency involved, we must prioritise those customers who are travelling soonest and those who are making their way back home to Australia. We appreciate your patience and understanding at this time.

DFAT Travel Advice

The Australian government have implemented a travel ban as of 18 March 2020. As more countries and states close their borders or introduce travel restrictions, overseas and domestic travel is becoming more complex and difficult.

If you decide to return to Australia, you will now be required to self-isolate for 14 days. This applies to all travellers, including Australian citizens.

As of 18 March, the Australia government has implemented international travel restrictions. As more countries close their borders or introduce travel restrictions, overseas travel is becoming more complex and difficult.

We know that coronavirus (COVID-19) is causing uncertainty and the situation is changing daily. 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 encouraging customers departing between up to 31 May 2020 to consider re-scheduling your travel dates or placing your trip into credit to help avoid cancellation fees and charges.

P&O Cruises

P&O Cruises have suspended all departures up to and including 14 May 2020. For departures after this date we are waiting for P&O Cruises to revise their policy which is expected to be announced today. Standard cancellation fees will apply for all departures from 15 May 2020 onwards until new announced are made by the cruise line.

Royal Caribbean Cruises

Royal Caribbean have suspended all cruises until 11 May. As a result of this change, Royal Caribbean are providing a 125% Future Cruise Credit to come back and sail, or a full refund.

For those departing from 12 May until 31 July 2020, Royal Caribbean are offering the option to cancel your cruise up to 48 hours prior to departure in order to receive a 125% Future Cruise Credit. Refunds are not being offered.

For customers departing from 1 June 2020 onwards, we appreciate your patience whilst we assist travellers departing within the next 30-60 days. Airlines have not released policy changes for departures beyond 31 May 2020 therefore changes or cancellations are subject to regular cancellation fees.

Changes to My Booking

By working with hotels, tour operators and airlines, we have been able re-schedule or provide credit for trips with travel dates departing up to 31 May 2020.

So, we are encouraging customers departing up to 31 May 2020 to consider re-scheduling your travel dates or placing your trip into credit to help avoid cancellation fees and charges.

For customers departing from 1 June 2020 onwards, we appreciate your patience whilst we assist travellers departing within the next 30-60 days. Airlines have not released policy changes for departures beyond 31 May 2020 therefore changes or cancellations are subject to regular cancellation fees.

P&O Cruises

P&O Cruises have suspended all departures up to and including 14 May 2020. For departures after this date we are waiting for P&O Cruises to revise their policy which is expected to be announced today. Standard cancellation fees will apply for all departures from 15 May 2020 onwards until new announced are made by the cruise line.

Royal Caribbean Cruises

Royal Caribbean have suspended all cruises until 11 May. As a result of this change, Royal Caribbean are providing a 125% Future Cruise Credit to come back and sail, or a full refund.

For those departing from 12 May until 31 July 2020, Royal Caribbean are offering the option to cancel your cruise up to 48 hours prior to departure in order to receive a 125% Future Cruise Credit. Refunds are not being offered.

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 however at this stage flexible terms are not being offered by the suppliers for departures from 1 June 2020 onwards. Many airlines and hotels are providing greater-than-usual flexibility around date changes for travel up to 31 May 2020.

If you wish to cancel your booking, we recommend visiting your Account/Login page to view cancellation conditions (each trip has different cancellation conditions depending on the time prior to departure and supplier conditions.)

For hotel, tour and flight packages with departures up to 31 May 2020 we are able to place the entire booking into credit to be used for a late date. We are encouraging customers to consider re-scheduling your travel dates to help avoid cancellation fees and charges.

For hotel, tour and flights packages with departures beyond 1 June 2020 we ask for your patience whilst we wait to the suppliers to extend their policies.

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.

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