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Safe Travels

COVID Ready

RAW Travel is ensuring that all our departing trips are COVID Safe. RAW works with our suppliers in Australia to ensure that they are aware of COVID safe protocols are using them in preparation for guests. Our own staff are prepared with a COVID safety plan and protocols for use with our travelling guests to ensure a safe and hygienic environment. All buses are cleaned daily and sprayed, masks provided and travelers answer a COVID questionnaire and check in with a QR code.

You will find below the details of various COVID-19 announcements we have made this year in relation to the suspension of our trips.

COVID travel flexibility

Reassurance for your travel plans

COVID Flexibility

We would like to offer our travellers reassurance that in the instance of another COVID-19 outbreak that interferes with your travel plans, we can offer you flexibility, so that you can be more confident in planning and booking travel in these unpredictable times.

Wider travel restrictions

If you cannot travel on a RAW Travel trip due to COVID travel restrictions within 2 weeks of your trip start date, whether at a local or state or national level, then we will hold your booking as a full credit for future use with a window of up to 2 years for use.

Information panel with Covid-19 word on it at an international airport, symbolizing the global spread of the coronavirus through global air traffic

Protecting your travels

Personal isolation

If you are unable to join a trip about to depart due to a personal COVID -19 infection;  whether  you yourself are infected or you have been ordered to self-isolate from being in close contact with a suspected case, then on provision of a valid medical certificate and/or an order to self-isolate we will issue you a full trip credit for future use or a refund. The latter has to be subject to any local supplier cancellation charges RAW Travel has incurred on your behalf. In that instance, you could elect for a refund minus any non-recoverable costs from suppliers or a future trip credit.

Guidance on trips and restrictions

Common COVID Questions

What are you doing to ensure trips operate safely?

We ask all passengers on our trips to complete a COVID questionnaire 48 hours before your trip departs in order to start pre-trip screening. At the start of a group trip your leader will also check everyone in ( Govt.  App) and ask every person if they have any COVID symptoms, and then taking any appropriate actions needed in line with our COVID safe plans. We will be required to check-in using the appropriate Govt. App at all venues visited during the trip.

Every trip has been reviewed to ensure health and safety standards are met. All leaders and crew have been trained in COVID-19 safe protocols, including hygiene, sanitation, health screening and crisis management.

Will there be changes made to the itinerary and inclusions of my trip due to COVID-19?

Our operations team are doing their best to keep up to date with local developments, including any closures or changes to visiting sights and attractions. We may need to make some changes to the activities or destinations included on your trip to comply with advice from local authorities or our health and safety protocols. We will endeavour to keep travellers updated before departure, including through our Trip page information online or your pre-departure letter.

How will you manage physical distancing on your trip?

At all times on trip we comply with local regulations on physical distancing and permitted group sizes. As a general rule, RAW Travel will follow recommended guidelines of 1.5m apart from others. When necessary, we will make changes to itineraries to avoid crowds by visiting any busy attractions outside of peak times. We understand that maintaining physical distancing at all times between group members when on a trip would be difficult and impractical. 

Will I have to share a room ?

Our trips are based on twin share accommodation. Most of our trips have single supplements available for solo travellers who wish to have their own room. We are working with our accommodation providers to ensure that more rooms are available for those travellers who wish to room alone.

Will insurance cover me for COVID-19?

Travel insurance providers’ policies vary. Please check with your individual provider for more information.

Will I have to wear a mask when travelling?

If required at the time by local health authorities masks must be worn by all travellers on the trip.  In some states, this includes (but is not limited to): 

  • Public and private transport
  • Crowds or places where physical distancing is difficult 
  • Indoors (particularly in places with poor ventilation)

Local laws and regulations regarding masks apply to all travellers, leaders crew and suppliers in our destinations, regardless of their vaccination status. Vaccinated travellers are not exempt from wearing masks unless this is specified in local regulations.

We advise you to contact your airline for your destination before travelling regarding wearing masks. You will need to bring your own supply from home to cover the duration of your travels. While our leaders and drivers carry a small supply of masks where people are without one, we are unable to provide fresh daily masks for use by our travellers. 

Can I get a refund if I am unwell before my trip and unable to travel?

If you are unwell prior to travelling, please stay at home and contact us to make alternative arrangements. Please refer to our Booking Conditions for more details on our cancellation policy in these circumstances. If the cancellation is due to you having COVID-19 “flu-like symptoms”, supported by a medical certificate, we will issue you a future trip credit or offer a refund, less any unrecoverable costs we may have incurred in connection with your trip.

Will your policy change?

This is a dynamic operating environment and requirements continue to evolve regularly. RAW Travel will closely monitor relevant changes and make updates as required.

What if my trip is cancelled?

If we need to cancel a trip that has been impacted and made unviable by COVID circumstances, you will automatically receive full credit (of your deposit or full payment) with 3 years validity or be offered a refund in line with our booking conditions, where we can recover any costs already paid to suppliers in the instance of trips with an imminent departure of less than 2 weeks.

What If I can’t join my trip due to newly imposed COVID restrictions?

If you cannot travel on a RAW Travel trip due to COVID travel restrictions within 2 weeks of your trip start date, whether at a local or state or national level, then we will hold your booking as a full credit for future use with a window of up to 3 years for use.

If you are unable to join a trip about to depart due to a personal COVID -19 infection; whether you yourself are infected or you have been ordered to self-isolate from being in close contact with a suspected case, then on provision of a valid medical certificate and/or an order to self-isolate we will issue you a full trip credit for future use or a refund. The latter has to be subject to any local supplier cancellation charges RAW Travel has incurred on your behalf. In that instance, you could elect for a refund minus any non-recoverable costs from suppliers or a future trip credit.

Will my leader be vaccinated?

All RAW Travel leaders and crew must either have been vaccinated, or have tested negative to COVID-19 no more than 72 hours before they start a trip.

Is it mandatory to have a test or be vaccinated to join a trip?

No. Australia and New Zealand have very low rates of COVID-19, strict border controls and suppression policies, which means at the time of writing, vaccination and pre-trip testing is not a requirement to join trips in these countries.

Why are you waiting until several weeks before the trip is scheduled to make a decision on whether it's running or not?

Our travellers come from all over Australia and New Zealand, which means each traveller will be facing a different level of travel restrictions, depending on where they live. Due to the ever-changing nature of the variety of travel restrictions, we are waiting until between one and two months before a trip is scheduled to depart to make a decision on whether the trip will be running or not, in an effort to keep the possibility of travelling viable for any travellers who may be in a position to do so. All travellers will be notified of their options at least 3 weeks before they are scheduled to depart to allow them time to make any changes to their current arrangements.

What happens if I’m travelling on a RAW Trip and there is an outbreak in that state during the trip?

Outbreaks of COVID-19 can be unpredictable and RAW Travel will closely monitor any developments so we can give as much advance notice as possible if there is likely to be a local outbreak that will significantly disrupt a trip you’ve already joined. To date, urban areas tend to be the most commonly affected with lockdowns. Conditions may vary according to whether it is a localized outbreak with a corresponding targeted lockdown or a wider outbreak with a possible state-wide lockdown. If it remains safe to travel outside of a localized lockdown in a state then your trip will continue, subject to any local health requirements and advice.

If It appears that there is a state-wide lockdown imminent then the trip will finish and will immediately return to the starting point, with the intention that you may return to either your home state or home within the state. This can be subject to any individual border and quarantine restrictions imposed by your own home state, which may or may not include a period of home quarantine depending on the circumstances at that time. As all eight states in Australia currently operate with their own determinations on borders, restrictions and quarantine rules it may present a complex scenario which is best determined with the relevant Govt. advice issued at the time of the outbreak in question. RAW will help you travel back to your home state in time but cannot be held responsible for any additional charges you may incur with last-minute changes to your travel plans or any quarantine requirements imposed.

We can offer you a credit for the unused days of your trip or a refund of those unused days less any unrecoverable costs incurred by us with accommodation or suppliers.

What happens if there is a suspected or confirmed case of COVID-19 on my trip?

If you or someone else on your trip has symptoms of COVID-19 while travelling with us we will assist you to access appropriate medical care as quickly as possible. We will follow the advice of local health authorities on whether a COVID-19 test is required, whether there is a need to self-isolate or quarantine or whether there is a risk to other travellers in the group. We will help contact family and friends if needed and in contacting insurance companies and airlines to make arrangements to return home if required. 

Should COVID-19 be confirmed, our full health and safety protocols will be enacted, including informing local health authorities, informing the group of the potential exposure, and sanitation protocols such as deep cleaning and disinfecting of accommodation and transport. 

Please note that while we will assist to ensure that you get all the help and support you need, any expenses for testing, treatment, additional travel / flight expenses or self-isolation will need to be covered by you and your travel insurer, so please ensure you have access to funds while travelling in case of this or other emergencies

If someone on my trip gets COVID-19 will I get my money back?

If you are unable to continue travelling with us due to a suspected or confirmed case of COVID-19 on your trip, we can offer you a credit for the unused days of your trip or a refund of those unused days less any unrecoverable costs incurred by us with accommodation or suppliers.

What happens if the trip I’m travelling on moves between states and the border is closed?

RAW Travel will monitor any outbreaks and border closures that may affect a trip before it departs. If we need to postpone our trip because part of it is in another state whose borders can reasonably be expected to stay closed, we will notify you in advance of your trip and propose an alternative departure date. Please note that RAW travel cannot be held liable for any additional costs incurred with flight, transport or hotel bookings you may have made in connection with joining our trip.

Covid-19

Travel Alerts

11 May 2021

CORONAVIRUS TRAVEL UPDATE

RAW Travel continues to closely monitor the impact of COVID-19 and government responses in Australia and around the world. Given the ongoing restrictions on international travel, we are now, unfortunately, suspending most of our international trips until August 31, for our Australian travellers. Our Australian and New Zealand trips are running as planned.

If you have had your trip suspended, you will receive a full travel credit* to be used towards an alternative future date or any website itinerary of your choosing including our new range of Australian and New Zealand trips. RAW will be doing everything we can to bring your travel plans to life as soon as this is possible and safe.  

If this is not possible, you can also choose to transfer your deposit to a friend or family member including other travellers in your group.

Please be assured, however, that we will continue to adapt our policy as the COVID-19 situation evolves. The validity of any credits issued by RAW will be extended until 2022 and into 2023 if needed, taking into account government restrictions on international travel and personal circumstance. We are happy to also offer a 2020 price guarantee if you are able to travel in 2021. Traveling in 2022/3 may be subject to any (small) price increases imposed by our network of suppliers on the ground and cannot be ascertained yet by RAW Travel.

If your international trip is due to depart anytime from 01 September 2021 onwards, please know there are currently no changes planned to your trip and it is still scheduled to depart if international travel is possible by that time. We will notify you directly if your trip is suspended. 

Important information

As per our booking conditions, please be aware that deposits paid at the time of booking international trips are non-refundable, taking into consideration the investment RAW has made in planning and booking your trip. RAW Travel’s costs are incurred upfront in organizing your trip, on your behalf. You will, however, receive a trip credit for future use to that value.

*Non-recoverable costs: for trips where we have already paid costs, RAW Travel will endeavour to obtain refunds from all its various suppliers on the ground to your advantage. Any unrecoverable costs, however, will be deducted against a future trip credit.

Airline bookings

Please check with your airline and flight invoice as to their policies for the air component of your journey. Each airline has different policies regarding transfers of dates and fees. It is strongly recommended that you first look at your airline’s website for updated information as there may be long call waiting times.

Anything else?

If you have any questions about your trip and options as they apply to your situation, please do not hesitate to contact your RAW Travel Destination Expert by email or on info@rawtravel.com. Our dedicated staff are working remotely and thank you for your patience and understanding at this time. We look forward to continuing to work closely with you on your travel plans.

The RAW Travel Team

13 Feb 2021

RAW Travel remains committed to running departures of upcoming local trips from the end of February to May. We expect that current temporary restrictions in Victoria and movement to neighbouring states  will be lifted in time for our trips, particularly those that cross borders such as the ‘Aussie Camino’ departures. All arrangments have been booked, our leaders, drivers and local guides are still set to run the trips so we are advising our clients to remain patient for the time being and not change their plans as we monitor the situation. If it eventuates that we do need to postpone a trip our customers will be given credit for another scheduled departure of the same trip or be able to use it for another trip of their choosing with flexible expiry dates.

We are also hopeful that the Govt of Victoria will finally institute an effective quarantine programme now to adequately contain the spread of COVID -19 from returning International travellers. This will prevent the huge ongoing damage and disruption to businesses and individuals caused by reactive border closures and restrictions that we are undergoing again.

11 Jan 2021

CORONAVIRUS TRAVEL UPDATE

RAW Travel continues to closely monitor the impact of COVID-19 and government responses in Australia and around the world. Given the magnitude of current government restrictions on international travel, we are now, unfortunately, suspending all of our international trips in the early part of 2021 until further clarity is given by the Federal Government as to when our borders will be open again.

If you have had your trip suspended, you will receive a full travel credit* to be used towards an alternative date or any website itinerary of your choosing including our new range of Australian trips. RAW will be doing everything we can to bring your travel plans to life as soon as this is possible and safe.  

If this is not possible, you can also choose to transfer your deposit to a friend or family member including other travelers in your group

Please be assured, however, that we will continue to adapt our policy as the COVID-19 situation evolves. The validity of any credits issued by RAW will be extended into 2022 as appropriate, taking into account government restrictions on international travel and personal circumstance.  We are happy to also offer a 2020 price guarantee if you choose to travel in 2021. Though 2022 travel may be subject to any (small) price increases imposed by our network of suppliers on the ground and cannot be ascertained yet by RAW Travel. 

If your international trip is due to depart anytime from the second quarter of 2021 onwards, please know there are currently no changes planned to your trip and it is still scheduled to depart if Int’l travel is possible by that time. We will notify you directly if your trip is suspended.

If you cannot travel on an Australian trip due to COVID restrictions or COVID infection, you can use your deposit for future travel or where we are not liable for supplier costs, you may be eligible for a refund if this is not already replacing deferred international booking.

Important information

As per our booking conditions, please be aware that deposits paid at the time of booking international trips are non-refundable, taking into consideration the investment RAW has made in planning and booking your trip. RAW Travel’s costs are incurred upfront in organizing your trip, on your behalf. You will, however, receive a trip credit for future use to that value.

*Non-recoverable costs: for trips where we have already paid costs, RAW Travel will endeavor to obtain refunds from all its various suppliers on the ground to your advantage. Any unrecoverable costs, however, will be deducted against a future trip credit.

Airline bookings

Please check with your airline and flight invoice as to their policies for the air component of your journey. Each airline has different policies regarding transfers of dates and fees. It is strongly recommended that you first look at your airline’s website for updated information as there may be long call waiting times.

Anything else?

If you have any questions about your trip and options as they apply to your situation, please do not hesitate to contact your RAW Travel Destination Expert by email.  Our office is open and our dedicated staff are happy to discuss any of your travel arrangements with you.  Thank you for your patience and understanding at this time.

The RAW team looks forward to continuing to work closely with you on your travel plans.

The RAW Travel Team
Email: info@rawtravel.com
Phone: 1300 208 245

19 June 2020

RAW Travel continues to closely monitor our own and international governments’ responses to COVID-19. At this stage, it is increasingly unlikely that international travel will be possible before October this year. We feel we have no choice but to now suspend international operations until 30 September. We apologise for any disruption to your long-held travel plans.

You will receive a full travel credit to be used for travel in 2021 and we will work closely with you to reschedule your travel arrangements for the future.

Clients due to depart before and on 30 September 2020
We have suspended our international operations for clients due to depart on or before 30 September 2020 due to government/flight restrictions and COVID-19. You will receive a full trip credit to use towards an alternative date or itinerary.

Clients departing from 1 October onwards
If you are certain you would like to defer your original trip departing in 2020 and reschedule for 2021, you can defer free of charge and will receive a full credit* to use towards an alternative trip date or itinerary. Our guided departures in October and November are still scheduled to depart.

We will work with you to plan your travel for 2021, particularly in destinations where availability is already an issue for popular dates and seasons. For any trips due to depart in 2020, you will receive a full travel credit* to use towards an alternative trip date or itinerary with a departure date before the end of 2021.

Important information
As per our booking conditions, please be aware that deposits paid at the time of booking are non-refundable, taking into consideration the investment RAW has made in planning and booking your trip.  RAW Travel’s costs are incurred upfront in organising your trip, on your behalf. You will, however, receive a trip credit for future use to that value.

For clients receiving travel credits in the coming months, bookings for new trip dates or itineraries will need to be made by 15 December 2020 for travel anytime in 2021. Please be assured that the validity dates of any travel credits issued by RAW Travel may be extended as appropriate, taking into account the duration of government restrictions on international travel and border closures, and personal reasons.

*Non-recoverable costs: for trips where we have already paid trip costs, RAW Travel will endeavour to obtain refunds from all its various suppliers on the ground to your advantage. Any unrecoverable costs, however, will have to be deducted against a future trip credit.

Airline bookings
Please check with your airline and flights invoice as to their policies for the air component of your journey. Each airline has different policies regarding transfers of dates and fees. It is strongly recommended that you first look at your airline’s website for updated information as there may be long call waiting times.

For more information
If you have any questions about your trip and options as they apply to your situation, please do not hesitate to contact your RAW Travel Destination Expert. Our office will be reopening in the coming week, but for now,  staff are currently working from home and on reduced hours in this coronavirus environment, so there may be a delay in responding to your email. Thank you for your patience and understanding at this time.

We look forward to continuing to work with you closely on your travel plans.

The RAW Travel Team
Email: info@rawtravel.com
Phone: 1300 208 245

5 June 2020

As you are no doubt aware, there is still a great deal of uncertainty with overseas travel and different governments’ responses and their future plans. It is becoming increasingly challenging to apply a blanket rule and further suspend all trips.

At this point COVID-19 continues to severely impact international travel and while RAW Travel is encouraged by the recent easing of restrictions in some countries, we are not yet able to confirm when it will be possible for all our trips to resume. In light of this, we are offering some flexibility to suit different circumstances as various countries emerge from the pandemic at different stages and with varying restrictions. Please read on to understand the options we have for trips departing from 15 August onwards.

For now, RAW Travel has suspended all international trips until 15 August 2020. We will wait for further developments before making a decision on international trips scheduled between then and the end of October 2020. Trips from 1 November 2020 are currently scheduled to run as planned.

As part of the precautions we take to ensure the safety of our travellers, staff, and suppliers, RAW Travel is continuing to carefully monitor world events and work closely with our overseas staff and suppliers. We base our decisions to operate trips on the official travel advisories issued by Australia’s Department of Foreign Affairs, local government authorities in each country, and a variety of other sources. During this ever-evolving and challenging coronavirus situation, we will do our best to keep you updated and supported, and have trips running again when it is possible and safe.

Clients due to depart before and on 15 August 2020
If you have a trip booked for departure before and on 15 August 2020, you will receive a full credit* to use towards an alternative trip date or itinerary with a departure date before the end of 2021.

Clients due to depart 16 August to 31 October
If you are certain you would like to defer your original trip departing before October 31 and reschedule for 2021, you can defer free of charge and will receive a full credit* to use towards an alternative trip date or itinerary. We will work with you to plan your travel for 2021 particularly in destinations where availability is already an issue for popular dates and seasons.

Clients departing from 1 November onwards
If you have a trip booked for departure from 1 November 2020 onwards, it is currently scheduled to depart. We will notify you as soon as we have any further information.

Important information
As per our booking conditions, please be aware that deposits paid at the time of booking are non-refundable, taking into consideration the investment RAW has made in planning and booking your trip. You will, however, receive a trip credit for future use to that value.

For clients receiving travel credits in the coming months, bookings for new trip dates or itineraries will need to be made by 15 December 2020 for travel anytime in 2021. Please be assured that the validity dates of any travel credits issued by RAW Travel may be extended as appropriate, taking into account the duration of government restrictions on international travel and border closures, and personal reasons.

*Non-recoverable costs: for trips where we have already paid trip costs, RAW Travel will endeavour to obtain refunds from all its various suppliers on the ground to your advantage. Any unrecoverable costs, however, will have to be deducted against a future trip credit.

For overseas clients
For our clients who do not live in Australia and would like to travel in the coming months, we are waiting until further information becomes available and will try to accommodate this if possible and safe, otherwise, our policy applies.

Airline bookings
Please check with your airline and flights invoice as to their policies for the air component of your journey. Each airline has different policies regarding transfers of dates and fees. It is strongly recommended that you first look at your airline’s website for updated information as there may be long call waiting times.

For more information
If you have any questions about your trip and options as they apply to your situation, please do not hesitate to contact your RAW Travel Destination Expert. Our staff are currently working from home and on reduced hours in this coronavirus environment, so there may be a delay in responding to your email. Thank you for your patience and understanding at this time.

We look forward to continuing to work with you closely on your travel plans.

The RAW Travel Team
Email: info@rawtravel.com
Phone: 1300 208 245

29 April 2020

The ongoing global impact of coronavirus (COVID-19) is severely impacting international travel.

RAW Travel has now suspended all trips until 15 August 2020. We will wait for further developments before making a decision on trips scheduled between 16 August and the end of October 2020. Trips from 1 November 2020 are currently scheduled to run as planned.

As part of the precautions we take to ensure the safety of our travellers, staff and suppliers, RAW Travel is continuing to carefully monitor world events and work closely with our overseas staff and suppliers. We base our decisions to operate trips on the official travel advisories issued by Australia’s Department of Foreign Affairs, local government authorities in each country, and a variety of other sources. During this ever-evolving and challenging coronavirus situation, we will do our best to keep you updated and supported, and have trips running again when it is possible and safe.

Clients due to depart before and on 15 August 2020

If you have a trip booked for departure before and on 15 August 2020, you will receive a full credit* to use towards an alternative trip date or itinerary with a departure date before the end of 2021. We will be in touch soon to discuss your situation.

Clients due to depart 16 August to 31 October

If you have a trip booked for departure between 15 August and 31 October 2020, we are waiting for the situation to become clearer and will be in touch over the coming weeks to discuss your options.

Clients departing from 1 November onwards

If you have a trip booked for departure from 1 November 2020 onwards, it is currently scheduled to depart. We will notify you as soon as we have any further information to provide.

As per our booking conditions, please be aware that deposits paid at the time of booking are non-refundable, taking into consideration the investment RAW has made in planning and booking your trip. You will however recieve a trip credit for future use to that value.

For clients receiving travel credits in the coming months, bookings for new trip dates or itineraries will need to be made by 15 December 2020 for travel anytime in 2021. Please be assured that the validity dates of any travel credits issued by RAW Travel may be extended as appropriate, taking into account the duration of government restrictions on international travel and border closures, and personal reasons.

*Non-recoverable costs: for trips where we have already paid trip costs, RAW Travel will endeavor to obtain refunds from all its various suppliers on the ground to your advantage. Any unrecoverable costs, however, will have to be deducted against a future trip credit.

Airline bookings

Please check with your airline and flights invoice as to their policies for the air component of your journey. Each airline has different policies regarding transfers of dates and fees. It is strongly recommended that you first look at your airline’s website for updated information as there may be long call waiting times.

If you have any questions about your trip and options as they apply to your situation, please do not hesitate to contact your RAW Travel Destination Expert. Our staff are currently working from home and on reduced hours in this coronavirus environment, so there may be a delay in responding to your email. Thank you for your patience and understanding at this time.

We look forward to continuing to work with you closely on your travel plans.

The RAW Travel Team
Email: info@rawtravel.com
Phone: 1300 208 245

17 April 2020

Please be assured that any Travel credits issued by RAW Travel will be extended with validity dates to take into account the changing circumstances with Govt. restrictions on International travel recommendations and border closures.

23 March 2020 (2:30pm)

Unfortunately, it is unlikely going forward, given the uncertainty of the destinations that trips before July 1st can run as planned. We would like to give you forward notice and offer you a full trip credit to be used for a future date.

Travel credits

This is consistent with our booking conditions as COVID -19 is considered a ‘Force Majeure” incident and those provisions apply.  A future travel credit is deemed as a  refund under these exceptional circumstances.

15 March 2020 ( 11:00am)

RAW Travel has decided to suspend all of its International & Australian operations for two months until May 15 ( effective 15 March). Given the changing situation on the ground in our destinations and increasing travel restrictions put in place by Governments we feel we have no choice but to suspend our operations for the time being.

We apologize for having to take this action and the disruption caused to your long-held travel plans. This decision hasn’t been taken lightly, but our first priority is and always will be the well-being of our travellers, our staff and your experience on the ground, which is increasingly impacted by the changing Govt. restrictions across countries.

We have updated our policy effective immediately. This policy, outlined below, will provide you with the assurance that your booking is secure with RAW Travel to be used in the future. Given the unprecedented impact of COVID-19 we have been adapting our policy regularly to adapt to the constantly evolving nature of the pandemic.

Clients departing between 15 March 2020 and 15 May 

If you have booked a trip departing between 15 March 2020 and 15 May 2020 you will receive a full credit* (see below)  to use towards an alternative trip date or itinerary with a departure date before 15 May 2021.

Clients departing between 16 May and 30 June 

If you have a trip departing between 16 May and 30 June  2020 we will keep in contact and suspend any balance payments due until the situation becomes clearer closer to your departure date.

Clients departing from 1 July

At this stage we expect trips beyond this date of June 30 2020 to be operating as normal. As our priority is dealing with clients with more immediate travel arrangments, please avoid calling us at this time as we cannot offer any further advice.

Airline bookings

Please check with your airline and your flight invoice as to their policies at this time for the air component of your journey. Each airline may have different policies regarding free transfers of dates or fees. It is strongly recommended that you look at the airlines website first for updated information as there could be long call waiting times.

Our offices will remain fully operational within our normal business hours (9-5, M-F) at this time, as our staff help deal with enquiries and rebooking of arrangements from our customers travelling in the coming weeks. Please expect some delays in answering at times due to the high call and email volumes we are receiving.

*Non-recoverable costs. For trips departing in March where we have already paid all trip costs in full RAW Travel will endeavour to obtain refunds from all it’s various suppliers on the ground to your advantage. Any unrecoverable costs, however, will have to be deducted against a future trip credit.

Refund requests will not be looked at during this time. As per our booking conditions, RAW will not refund costs that have already been expended or we are liable to be expended on your behalf.

Please be assured of RAW Travel’s financial viability and that we continue to hold our client’s future trip funds for future travel.

Thank you for your continued patience and understanding at this difficult time.

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