AN IMPORTANT COVID-19 UPDATE FROM CAPTAIN’S CHOICE
25 March 2020
As COVID-19 impacts all of us in relation to travel and interactions with each other, I want to provide details of some of the steps we are undertaking in the short term to address the uncertainties facing our guests. I would like to assure you that the safety and wellbeing of our guests and employees is of our highest concern and we are doing everything we can to support and assist those affected by this pandemic. We are also committed to maintaining the service and care our guests have come to expect from Captain’s Choice.
Due to the recent Government announcements, including unprecedented travel bans, we have taken the decision to cancel all journeys scheduled to depart up to and including 5 June 2020.
What does this mean for guests?
There will be an amendment to the usual terms and conditions which apply when journeys do not proceed due to events outside of Captain’s Choice's control (known as a Force Majeure event). Impacted guests are able to choose from the following options:
1. Deferral - A credit of 100% of the cost of the suspended journey, noting that Captain’s Choice will absorb any applicable third party fees, which can be used for future journeys with Captain’s Choice departing up to and including 31 December 2022.
2. Cancellation - A full refund less any irrecoverable third party costs and fixed overhead charges. These costs and charges may be claimable through travel insurance. Our Captain’s Choice team will work closely with our guests to pursue these cost and charges with their nominated travel insurance providers.
Note: We will endeavour to pay refunds within 90 days from receipt by Captain’s Choice of notification of cancellation and receipt of refunds from third party suppliers.
Due to the exceptional and substantial impact that COVID-19 is having on our industry and our guests, Captain’s Choice wishes to confer this additional benefit over and above its usual terms and conditions. This is a situation that we would classify as a Force Majeure event. Meaning it is beyond all reasonable control and not reasonably preventable by our business. In such situations any refunds requested will be less irrecoverable third party costs and fixed overhead charges.
APT Travel Group’s Security & Protection Promise
As part of the APT Travel Group, we are offering our guests further protection at this time. We wish to advise that the funds paid to us, either by you directly or from your travel agent, are secure in a separate bank account that ensures our supplier payments are paid directly from that account. That means that your funds that you are leaving with us for future travel are safe and used only for payments related to your journey.
Our team are currently contacting all guests departing up to and including 5 June 2020. We will continue to monitor and review the evolving COVID-19 situation and will react accordingly. We will update guests booked to depart beyond 5 June 2020 as further travel advice becomes available.
If you have any concerns or questions about your journey, I welcome you to contact our Guest Relations team:
Australia: 1800 650 738
New Zealand: 0800 650 740
UK & Europe: 0800 046 3322
Canada & USA: 1800 570 6584
While we are currently in a challenging time, we are confident in the strength of the industry to weather this storm. Captain’s Choice will continue to build on its solid history as a proudly Australian owned business with a strong and well respected reputation of delivering exceptional guest experiences. We look forward to continue sharing incredible travel experiences with you for many years to come.
-- Bas Bosschieter, Chief Executive Officer and the Captain’s Choice team