Coronavirus (COVID19) – Customer Information

Last updated: 12.00pm Wednesday 22 July 2020 (AEST)

Coronavirus (COVID19) – Customer Information

Latest Updates

Due to the ongoing global impact of coronavirus (COVID-19) Outback Tour Services will suspend all regular departing tours until at least 25th September 2020.

Given the unprecedented impact of coronavirus (COVID-19) we have updated our Booking Conditions and suspension policies to adapt to the constantly evolving nature of this pandemic. The most recent update took immediate effect on Wednesday 22 July 2020.

Private Groups and Outback Tour Services Premium Range

For selected groups of friends and family (where the dynamics of travel are different to independent travellers) we will be operating ‘COVID-safe’ Tailor-made / Private Group experiences prior to / and beyond 31 July 2020 in all regions of Australia. Providing the itineraries meet state and territory regulations, and all passengers agree to Outback Tour Services ‘COVID19 Safety Requirements’, we are now operating these ad-hoc departures, but we continue to monitor border and government restrictions and are only operating if it is considered safe to do so. Please forward all enquiries to: reservations@outbacktourservices.com.au

COVID-19 – Amendment: Outback Tour Services Booking Conditions

EXISTING BOOKINGS

If you have booked a tour departing between 23 March 2020 and 25 September 2020, you may receive a travel credit with us to the value of 110% of the value of your original booking.  This travel credit must be applied to any Outback Tour Services trip departing by 31 October 2022. This travel credit will be automatically applied to your Outback Tour Services booking.

Passengers on an existing trip as at 22 March 2020 may claim a pro-rata credit for the un-used portion of their existing trip.

Changes by You

If you have booked a tour departing on or after 26th September 2020 which you wish to cancel, you will be entitled to a travel credit to the value of your original booking. This travel credit must be applied to an Outback Tour Services trip taken before 31 October 2022.

NEW BOOKINGS

Cancellation by the Customer

  • 30 days or more prior to departure, we will hold the deposit on credit (for an indefinite period);
  • 29 days or fewer prior to departure, we will retain 50% of monies paid and hold 50% in credit (for an indefinite period);
  • If you have flu/COVID conditions, supported by a medical certificate, we will hold 100% of monies paid on credit (for an indefinite period);.

Cancellation by Outback Tour Services (OTS)

  • OTS cancels due to reasons other than a force majeure event: customer gets a full refund.
  • OTS cancels due to a force majeure event: customer gets a 110% credit to use for a future trip or a refund less unrecoverable costs.

 

Get in touch

You can contact our support team online or over the phone, we are currently experiencing significant call volumes and long wait times. We are grateful for your support through this challenging time, and encourage everyone to be kind to one another while we navigate this global crisis.

FAQ

Why have you suspended all trips until the 26th of September?

In response to the COVID-19 pandemic, on 22 March 2020, the Prime Minster of Australia, Honourable Scott Morrison declared that ‘all non-essential travel is to be cancelled’ within Australia. Australian State and Territory governments have also enacted various border restrictions. As a result, Outback Tour Services will be suspending all tours until at least 25th Spetember 2020.  We are constantly reviewing this and will provide updates on this page if the suspension period is extended.

My Trip has been suspended how will I be compensated?

You will receive a 110% credit of monies paid to your booking (whether you’d paid a deposit or in full), which you can use towards your next trip with us. You do not need to contact us to confirm your credit as it’s been automatically applied to your booking account. If you’d like to re-book a later departure date you can do that now or you can hold on to the credit until you’re ready to re-book. The credit can be used on any Outback Tour Services trip and it is available for trips departing by 31 May 2022. We want to provide you with as much flexibility as we can, so that you have plenty of time to plan and re-book your next trip.

What does a credit cover?

Your 110% credit includes your Outback Tour Services tour and any pre and post-trip accommodation or airport transfers you booked through us. It does not include any flights or insurance you booked.

I was travelling on a trip and it was suspended mid-way due to Corona virus. What compensation will I get?

You will receive a pro-rata credit that you can put towards another trip that departs by 31 May 2022. This credit will be applied for the total number of days you missed and has been calculated by dividing the total cost of your trip by the number of days of your trip. You will also receive a pro-rata credit for any post-accommodation or transfers you paid for through us.

I booked my Outback Tour Services trip via a travel agent, what should I do?

All of our travel agent partners have been notified of the suspension of our tours between now and 25th September 2020. We recommend you contact your agent directly to assist you with your travel arrangements, as some agencies have different booking conditions and will already have all your information on file.

If your travel agency is temporarily closed, you will still need to contact your agent directly to assist you with your travel arrangements, so you may need to wait until they reopen. If the travel agency you booked with is no longer operating as a business, please contact us with your booking details to see if we can assist with alternative arrangements.

Why have the booking conditions changed?

Given the unprecedented impact of COVID-19 we have been adapting our booking conditions and cancellation policy regularly in response to the evolving nature of the situation, as the scale of the pandemic has grown globally and as it has become better understood. We’ve tried to communicate any changes to terms as quickly as we can and to be as transparent as possible with customers. Outback Tour Services is committed to doing our best by all the people that rely on our business and providing travel credits helps us to do that.

My trip is booked to depart after 26 September 2020, how does this affect me?

At this stage, some trips departing from 26th September 2020 onwards are still scheduled to depart. We will contact booked customers with updates to this situation if it changes.