29 April 2020
CORONAVIRUS TRAVEL UPDATE
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.
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: [email protected]
Phone: 1300 208 245
April 17 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.
Monday 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.
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.
Sunday 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.
Please check with your airline and your flights 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 for 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.
Last update March 16, 3:00pm