FAQ's for COVID-19 (Coronavirus) - Happy Travels

CORONAVIRUS FAQ

FAQ’s for COVID-19 (Coronavirus)

COVID / Coronavirus FAQS 

Store closures

As of 12:00 AEDT 23/3/20 the Australian Government issued a Public Health Order demanding enforced closure of all non-essential travel and services across Australia.

This unfortunately means that we have been forced to temporarily close all of our stores across the country, as well as our call centre to stay within government regualations.

We understand that this will leave a lot of you confused and frustrated but we hope that you will understand the gravity and severity of the situation.

Our support team is working around the clock to help those affected by the restrictions imposed as a result of COVID-19. We are working closely with all suppliers and agencies across the country to try to obtain refunds for all affected travellers, however due to the enforced closures this is going to take a lot longer than we would have hoped for. 

Please be aware that the current situation is unprecedented and we are currently working towards achieving the best possible resolutions for all of our customers.

 

Who do I contact to change or cancel an existing booking?

Please email support@happytravels.com.au and one of our dedicated support team will get back to you ASAP.

 

 

How do I request a refund or credit?

 

If you wish to cancel your booking and request a refund or store credit this will need to be emailed in writing to support@happytravels.com.au

Please include all relevant information regarding your booking including your full name, the persons named on the booking that you are requesting cancellation or credits for, your voucher numbers and which tour providers. 

Please do not contact your original agent directly. Rest assured your booking can be serviced by any of our support agents. 

How long will it take to receive my refund? 

 

We are currently experiencing an unprecedented amount of refund requests. Due to such high demand this is taking longer than usual to process. Our support team are working around the clock to secure refunds from suppliers and rest assured we are doing everything in our power to have refunds processed back to customers as soon as possible. 

Once finalised with an agent your approved refund will need to be processed by one of our team. We will email you directly once the transaction has been completed, from this point it should take 3-5 business days to reach your account. 

 

Call Centre Wait Times

 

We understand that you have been experiencing extremely long wait times. Due to the impact of current regulations we are working with a significantly smaller workforce than normal. We thank you for your patience and understanding. If wait times are too long you can request a call back via email. Simply email support@happytravels.com.au and title the subject CALL BACK. If you can include your name, telephone number, preferred call back time with your current time zone we will arrange an agent to call you. 

 

Upcoming Tour Bookings

 

Many tours have already been stood down. If you have been affected by this or are wanting to know more please email support@happytravels.com.au and one of our agents will be in touch as soon as possible. 

 

 

 

We appreciate your continued patience and understanding at this time.

 

Stay safe and take care.

 

Best wishes,

 

Happy Travels Management Team

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