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Corona Virus (COVID-19) Frequently Asked Questions

16 March 2020

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We have received a number of questions and concerns relating to bookings, cancellations, supports and travel requirements as the Corona Virus (COVID-19) situation evolves. Below we have tried to summarise as best as possible:

Am I still booked to travel on my holiday?

Unless advised otherwise by one of our Travel Consultants, all bookings received currently remain valid for travel on the selected group holiday.

Can I cancel my booking and will I be charged anything for this?

If a participant chooses to cancel their service with Trusted Travel and we still intend to run the service the participant can rely on our standard terms and conditions for cancellations, as indicated at the time of booking.

Will Trusted Travel make cancellations due to Novel Corona Virus (COVID-19)?

Unfortunately, where increased risks indicate the best course of action at that time is to cancel plans for travel, Trusted Travel may need to cancel a group holiday. The health, wellbeing and safety of our participants and the enjoyment of travelling on holidays without extra stress are of the upmost importance. If this decision is made, we will notify affected travellers as soon as possible.

Will I be charged if Trusted Travel makes the decision to cancel a booking?

Trusted Travel will not charge any cancellation fees or charges where the change has been deemed required by our Travel Consultants. Anything already paid by the participant in this instance will be offered as a full refund.

How do Trusted Travel make the decision to cancel an advertised group holiday?

We at Trusted Travel continue to monitor the situation daily, and take any advice relating to health and travel from government and world health agencies seriously in determining a decision whether to travel or not.

Will my Travel Insurance cover me for Novel Corona Virus (COVID-19)?

We strongly suggest discussing this with your chosen insurance provider prior to agreeing to their cover so you are aware of what you are and aren’t covered for in the event of an emergency. A reminder, Travel Insurance isn't included with our supported holiday packages, however Trusted Travel recommends all participants take out a relevant level of insurance cover for their holiday.

What happens if Trusted Travel staff or participants fall ill whilst on holidays?

Trusted Travel have clear risk management procedures and work instructions in place, which include steps to ensure participants are supported at all times whilst on holidays. We also have clear infection control policies and staff are trained in these safe work practices. As stated previously, where increased risks indicate the best course of action at that time is to cancel plans for travel (to prevent illness), Trusted Travel may need to cancel a group holiday. The health, wellbeing and safety of our participants and the enjoyment of travelling on holidays without extra stress are of the upmost importance.

Will I be supported if circumstances change whilst travelling overseas e.g. flight changes or restrictions, border protection measures etc.? Yes - Trusted Travel will work with local embassy officials to ensure the safe travel home of all participants. We encourage all participants to register their details on smarttraveller.gov.au prior to departure. If there is an indication or advice of changing circumstances prior to departure, Trusted Travel would be immediately reviewing the plan to travel. 

What will happen if a major attraction or tour operator is closed?

Trusted Travel will endeavour to operate all tours/holidays as planned and to the itinerary advertised. At times due to circumstances out of our control, or force majeure, we may need to cancel the holiday or alter the booking. We will notify you of any changes at our earliest convenience. If alternative or suitable arrangements cannot be made, you will be entitled to a full refund of the ticket price.

What happens if the Australian Government issues a “Do Not Travel” warning to the destination I am travelling to?

Trusted Travel, on review of the official advice of government authorities, would make an immediate decision to cancel travel plans to this destination. Participants would be notified of this decision as soon as possible.

Where do I get further information relating to Novel Corona Virus (COVID-19)?

For further information, useful factsheets and resources are readily available and frequently updated at the Department of Health’s website. The Australian Government has also established a National Coronavirus Health Information Line on 1800 022 080.


Please check here regularly for updates or contact us for further information.

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