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