Coronavirus (COVID-19) Travel Update:

22 October 2020

Due to the ongoing Coronavirus (COVID-19) impacts on worldwide health and border restrictions, we have chosen to suspend all Topdeck trips globally until 31 March 2021, with the exception of Australia, New Zealand and Japan, which will resume from 1 January 2021.  

 

While the adventures are unfortunately still on hold, we’re monitoring the pandemic and government advice closely, so as soon as the travel restrictions are lifted and it’s safe to do so, we’ll be back on the road exploring the best of what the world has to offer! Make sure you’re ready.  

 

If you are booked on a trip that’s been suspended:

You will automatically receive a Topdeck Travel Credit for your booking. If you have paid more than the required deposit amount - you’ll get a Travel Credit for the full amount paid by you, plus an additional $100AUD* of Travel Credit per person. If you have paid only the required deposit amount - you’ll get a Travel Credit for the full deposit amount you paid.

 

This applies to Topdeck bookings only. Airlines, travel agents and other travel/activity providers may impose different change and cancellation policies.

 

You can choose to use your Travel Credit to book a Topdeck trip that’s on sale now or hold onto your Travel Credit and wait until you’re ready to decide where to go. There’s no rush. Your Travel Credit is redeemable for travel on a trip that starts on or before 31 December 2021.

 

Set the real you free with added flexibility.

The world looks different. And now, so do our booking and refund policies. Re-book your trip before 28 February 2021 will benefit from our COVID-19 Assurance and EXTRA-Flexible policies – so you can spend less time worrying about adjusting your plans, and more time getting psyched about the fun stuff. Check them out now!

 

Once your new booking using your Travel Credit is confirmed, standard Booking Terms & Conditions and additional flexibility terms will apply.

 

Our commitment to your safety 

Keener-than-keen to hit the road again? Us too. But what does safe travel look like in COVID-times? No one has all the answers – but when you take that once-in-a-lifetime trip with us in 2021, you can be 100% confident your health and wellbeing remain our #1 priority. Topdeck has been awarded the World Travel and Tourism Council’s Safe Travels stamp. Meaning? We’ve adopted globally recognised health and hygiene protocols that align with public health instructions and WTTC’s guidelines. You can be certain every Topdeck trip will continue to be run hygienically, responsibly and with your safety at the forefront of everything we do, click here to find out more.

 

 

Our Customer Service teams are working around the clock to contact all customers affected by trip suspensions, as soon as possible – in date order. However, with a reduced workforce and increased workloads caused by the disruption from the COVID-19 pandemic, we are experiencing delays. We appreciate your patience during this difficult time – we’ll be in touch with you directly or via your travel agent as soon as possible.

FAQ’S

I have a trip booked that departs after 1 March 2021, what should I do?

Please note that at present, all of our trips scheduled from 1 March 2021 are scheduled to depart as planned. If you’re worried about your trip, our advice to you is to wait until closer to the departure date before making a decision on what to do - especially if you’ve planned your dream Euro trip! Don’t lose hope just yet, we haven’t, but if you get cold feet, we have a couple of options available to you:

 

If you decide to reschedule your trip:

  • We will happily transfer your trip to a later departure date or swap it to any other Topdeck trip globally where we have availability. If the new trip is cheaper than the original trip, we’ll provide you with a Travel Credit for the difference. If the new trip is more expensive, we’ll cover the first AU$100** per person and the rest is up to you to pay the difference.

 

If you choose to cancel your trip:

  • If you have paid more than the required deposit amount - you’ll get a Travel Credit for the full amount paid by you, plus an additional $100(AUD)* of Travel Credit per person. Your Travel Credit is redeemable for travel on a trip that starts on or before 31 December 2022.
  • If you have paid only the required deposit amount - you’ll get a Travel Credit for the full deposit amount paid by you. Your Travel Credit is redeemable for travel on a trip that starts on or before 31 December 2022.

My trip has been suspended. When will I be contacted?

Our customer service teams are working around the clock to contact all affected customers as quickly as they can. We’re focussing on contacting customers with closer departure dates as a priority. Please be assured you will be contacted as soon as possible.

 

If you booked through a travel agent, we’ll contact them about your booking and to issue your Travel Credit. You can speak to your travel agent or contact us directly. 

Why are you offering Travel Credits?

By offering Travel Credits we’re behaving responsibly and in the long-term interests of all of our customers, suppliers and employees around the globe.

 

To date, the vast majority of our customers have opted to take a Travel Credit and are looking forward to travelling with us as soon as that is possible. By accepting a Travel Credit, you’re helping ensure that our staff and suppliers are able to offer you the best experience possible once restrictions are lifted, and it’s safe to explore the world again.

How do I make a booking with my Travel Credit?

Good question! It is really simple. Give our customer service teams a call (the numbers in the top right-hand corner of this webpage) and tell them which trip you’d like to book- they’ll take care of the rest. If your new chosen trip is less than your Travel Credit amount, you will be issued with a new Travel Credit for the remaining amount. Or, if you’re feeling generous you can use your unused Travel Credit towards the cost of a mate’s trip if they’re travelling with you. If your new chosen trip is more than your Travel Credit amount you can pay the difference over the phone. 

What if I can’t use my Travel Credit in time?

The Travel Credit has been set up to allow you to take a tour with us in the future and is in line with tour operator industry standards. It’s important to know that we’re not withholding your money. The Travel Credit that’s been provided to you will allow you to continue to travel as you had planned once conditions are back to normal. 

 

The Travel Credit you have been issued is valid for travel before 31 December 2022. This means you can redeem your Travel Credit on a new trip (including to a new destination) for travel before 31 December 2021. If the Travel Credit remains unused at the end of its validity period, we will gladly process a cash refund for the original amount paid to us, on request. Just get in touch with us when the Travel Credit is close to expiry and we’ll sort that out for you.

 

What if a Travel Credit does not suit my personal situation?

The majority of our customers have been happy to receive a Travel Credit and plan to go on their Topdeck trip at a later date. However, we understand that in these uncertain times a Travel Credit may not suit your personal situation. If this is the case, please email your details to [email protected] and we’ll review your case in line with our Booking Terms & Conditions that applied at time of your booking.

Do the Booking Terms & Conditions that were applicable when I booked still apply?

Yes, the Booking Terms & Conditions that were applicable when you made your original booking still apply. In addition to the cancellation options available to you under those Booking Terms & Conditions we are also offering, in accordance with these terms an additional AU$100 of Travel Credit per person if you have paid for the booking in full and wish to cancel your trip to use when booking your new trip.

What measures will Topdeck take to keep me safe while travelling?

Another great question! We are taking this matter very seriously. To read more about how we are going tackle travel post-COVID, visit here: https://www.topdeck.travel/resources/travel-safely

More questions?

That’s totally ok, we’re here to help. Give us a call using the number in the top right-hand corner of this webpage.  

Further Terms and Conditions

We may update these terms at any time without prior notice. If we do, we will post the amended terms on Terms & Conditions webpage, applications, or services, which will take effect from that time.  Acceptance of any Travel Credit after any amendment will constitute agreement to the then-current form of these terms.

 

* Offer valid until further notice. Offer may be withdrawn at any time and other restrictions may apply.  

 

* * Offer valid until further notice. This offer for Topdeck to cover the first AU$100 off a more expensive tour can only be used once on the first transfer. Topdeck will not offer to cover the first AU$100 off any and all subsequent transfers to a more expensive tour. Offer may be withdrawn at any time and other restrictions may apply.  

 

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