Special terms and conditions for Wendy Wu Tours, effective 23 March 2020
WENDY WU TOURS DEFERS ALL TOURS DEPARTING BETWEEN 16 MARCH TO 31 MAY 2020
Our customers’ safety and wellbeing are our number one priority; therefore, we are following current Australian Government travel advice, Wendy Wu Tours Australia is deferring all tours between 16 March to 31 May 2020. As one of the largest touring specialists in Asia, we are in one of our busiest times for departures and are in negotiations with all of our 3rd parties to get the best result for our customers and agency partners.
Given the unprecedented travel advice from governments and the impact of COVID-19 we have been amending our booking conditions and cancellation policy regularly to adapt to the constantly evolving nature of this pandemic. The changes detailed here take effect from 23rd March, until superseded by further amendments. We will be reviewing our policies once a week as a minimum.
TOURS DEPARTING FROM 16 MARCH 2020 TO 31 MAY 2020
If you have booked a group tour departing between 16 March 2020 and 31 May 2020 you will receive a credit of 100% of monies paid, for you to use towards an alternative tour with a departure date before 31 December 2021, minus any third party payments that are unrecoverable.
Third party payments may include but are not limited to: airline fees to reissue, cancel or hold current ticket in credit, visa cost and non-refundable land costs where prepayments have been made and no refund is available. We are working on recovering as much monies as possible and will continue to do so.
If you wish to cancel your tour completely with Wendy Wu Tours, our standard terms and conditions will apply. We will endeavour to recover as much monies possible and refund this to you or your travel agent. There are no guarantees on the funds that we will be able to recover.
Airfares held in credit have different terms and conditions on when they need to be utilised. We will be in touch to discuss options with you, when we have all details available to us.
OUR PRICE COMMITMENT
If you were originally booked to depart between 16 March and 31 May and your tour has now been deferred, we will honour the original tour price you paid when you select your new departure date. Our Price Commitment is valid when you rebook the same tour as per your original booking.
If you choose to keep your funds in credit, your new tour cost will be based on the current price in market at that time.
TOURS DEPARTING FROM 1 JUNE 2020 TO 31 JULY 2020
If you are departing between 1 June 2020 and 31 July 2020 and wish to amend your tour by deferring travel to any tour or departure up to 31 December 2021, you can do so anytime up to 21 days prior to departure. Wendy Wu Tours will not charge any internal fees and only pass on any third-party fees we are charged, as detailed above. Any differences in tour cost is payable by the customer.
If you wish to cancel your tour completely with Wendy Wu Tours, our standard terms and conditions will apply. We will endeavour to recover as much monies possible and refund this to you or your Travel agent. There are no guarantees on the funds that we will be able to recover.
TOURS DEPARTING AFTER 31 JULY 2020
For tours departing after 31 July, normal terms and conditions apply.
Due to the nature of the COVID-19 Pandemic and the travel restrictions imposed by governments around the world, airlines and tour companies are not liable for the losses to clients. The offer of refunds and/or credits is done in goodwill and above what is legally necessary. If the terms and conditions due to COVID-19 (detailed above) are not acceptable, then our normal terms and conditions will apply. Holding of Credit with Wendy Wu Tours has no monetary value, is not transferrable to any other person and is only valid against future travel arrangements with Wendy Wu Tours. Credits can be used on multiple bookings, until entire credit is used in full. If further travel isn’t taken up by 31 December 2021 the credit will be forfeited in full.
If you have already accepted different amended terms and conditions due to the COVID-19 Pandemic and you feel today’s terms (detailed above) are more favourable, we ask that you please email or write to us and we can consider options for you on a case-by-case basis. Where monies have been released to you or your travel agent already, we may have already agreed on terms and conditions with our suppliers and airlines, which cannot be rescinded.
You can contact our support team by email on firstname.lastname@example.org, write to Customer Relations, Wendy Wu Tours, Level 6, 20 Hunter St, Sydney NSW 2000 or via telephone. Please be advised that we are currently experiencing significant call volumes and long wait times and therefore urge customers to hold off from contacting our office unless you are scheduled to depart within 48 hours. We will be contacting all customers travelling prior to 31 May 2020 in departure date order.
We thank you for your patience and understanding in these unprecedented times and we are doing our best to communicate as quickly as we can.
V1, 23 March 2020