Important Updates from Asia Escape Holidays
The situation revolving the COVID-19 outbreak is ongoing and constantly evolving. We are staying up to date with the latest news from the Australian government and our suppliers so we can assist our valued travel agents and clients.
The health and safety of all our travellers with always be our number one priority. Once it’s safe to do so, we’re ready to book your next holiday when you are. Until that day comes, our team is working hard to attend to all affected bookings with us. However due to the high volume of queries, please expect delays in response time.
For further updates regarding our current state and policies, please see below.
Refund Update - 13 May 2020
We understand your concerns and frustrations about the delays in receiving refunds.
During the initial stages of Covid-19, before it really took hold of the industry, we may have advised a shorter turnaround on refunds. However due to the high volume of cancellations received, this has been revised.
At this current time, we are unable to provide an accurate timeline for when each individual booking will be refunded. With suppliers and airline partners also experiencing the same issue, please expect that refunds are going to take significantly longer than usual.
However we want to reassure you that your request is being attended to, and our team is doing everything we can to make sure it's being handled as efficiently and professionally as possible.
We’ve had some recent positive news in regards to the fight against Covid-19 and we will soon be seeing some restrictions starting to lift. If your clients are like us and getting itchy feet, we encourage you to offer them the option to hold their funds on file to rebook their next getaway. Our Product team is working tirelessly to have the best deals available for international and domestic travel, for your clients when they are ready to rebook.
Once again, we sincerely thank you for your support and understanding. It's a difficult time for all of us, and we hope you and your family is staying safe.
Current Cancellation Status
Our phones have been switched off as we continue to process cancellation queries via email.
For all queries, please send an email to firstname.lastname@example.org and include the booking number, departure date and lead passenger name in the subject line.
We're currently processing cancellations for bookings departing in May and June as a priority.
Thank you for your understanding and patience as we work our way through.
Refunds & Insurance Letters
Due to the high volume of cancellations we are currently receiving, we are unable to provide an accurate timeline for when each individual booking will be refunded. With suppliers and airline partners also experiencing high volumes of cancellations, processing refunds will take considerably longer than normal.
Please rest assured that we will continue to process and prioritise refunds in departure date and cancellation date order.
In regards to requests for insurance letters, we kindly ask that you allow a minimum of 20 business days for these to be processed.
New Business Hours
Our opening hours have been updated and are as follows:
Mon-Fri: 08:30-17:00 AWST / 10:30-19:00 AEDT
We are grateful to have many of our staff have returned to work after the JobKeeper legislation was approved by Parliament.
Many of our team have been trained in processing airline cancellations and are assisting Air Tickets in processing the large number of requests for refunds. The remaining staff continue to service Asia Escape Holidays bookings.
During these unprecedented times, our team stands together stronger than ever. Thank you to everyone who has supported us during this challenging situation.