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.

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.

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

All PLAY customers departing before 31 May'2020 have now been contacted. Thank you for your patience and ongoing support over the past few weeks.

For customers departing from 1 June 2020 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.

Most airlines have not released policy changes for departures beyond 31 May 2020, therefore, changes or cancellations are subject to regular cancellation fees.

If you are booked with an airline, hotel or a supplier who has more flexible policies beyond 31 May 2020, our Customer Care team has been in contact with the following:

- Travellers booked on Qantas and Jetstar flights with departures up to 31 July 2020
- Travellers booked on Virgin Australia flights with departure up to 30 June 2020
- Travellers booked on Fiji Airways flights with departures up to 30 June
- All cruise bookings up to and including 15 June 2020.

P&O Cruises

For anybody with a P&O Cruise booking please note P&O Cruises have suspended all departures up to and including 15 June 2020. For departures after this date, standard cancellation fees will apply for all departures from 16 June 2020 onwards until new announcements made by the cruise line.

Royal Caribbean Cruises

For those departing until 1 September 2020, Royal Caribbean is 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.

If you have any questions regarding the above information please don’t hesitate to contact us via email on [email protected]

Update on Virgin Australia Group: Click here

Changes to My Booking

For customers departing from 1 June 2020 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.

Most airlines have not released policy changes for departures beyond 31 May 2020, therefore, changes or cancellations are subject to regular cancellation fees.

If you are booked with an airline, hotel or a supplier who has more flexible policies beyond 31 May 2020, our Customer Care team has been in contact with the following:

- Travellers booked on Qantas and Jetstar flights with departures up to 31 July 2020
- Travellers booked on Virgin Australia flights with departure up to 30 June 2020
- Travellers booked on Fiji Airways flights with departures up to 30 June
- All cruise bookings up to and including 15 June 2020.

P&O CruisesP&O Cruises

For anybody with a P&O Cruise booking please note P&O Cruises have suspended all departures up to and including 15 June 2020. For departures after this date, standard cancellation fees will apply for all departures from 16 June 2020 onwards until new announcements made by the cruise line.

Royal Caribbean Cruises

For those departing until 1 September 2020, Royal Caribbean is 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.

If you have any questions regarding the above information please don’t hesitate to contact us via email on [email protected]

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 rescheduling 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 for the suppliers to extend their policies.

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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