COVID-19 update

We understand that this is a stressful time for our customers. We are prioritising customers based on the most urgent travel dates for events that have officially been cancelled or postponed, so please bear with us.

We are working closely to ensure that customer travel plans are rebooked or offered a credit for a future date where possible.

FAQs

Please read the below FAQs for information on Keith Prowse Travel’s own change and cancellation policy, noting supplier terms and fees may apply.

Q: What if the event I bought a package for has been postponed but a new date has not officially been announced?

In this circumstance we have to wait until the new date for the event is known so that we can work with our suppliers to understand the available options.

We understand that this delay can be frustrating for you. These are unprecedented circumstances. We ask that you exercise patience and treat our service staff with courtesy and respect as they work through the situation.

Q: What if the event I bought a package for has been postponed and a new date has officially been announced?

Once an event is officially postponed and the new date is officially announced, we engage with our Suppliers to understand the options available.

In most instances, we can offer our customers the option to move the package to the new dates or offer a credit to the value of the package.

There may be elements of the package that are non-changeable and therefore we cannot offer a change or credit. However, we are working closely with all suppliers to achieve the best possible outcome.

These are unprecedented circumstances. We ask that you exercise patience and treat our service staff with courtesy and respect as they work through each situation.

Q: What if the event I bought a package for has been cancelled?

Once an event is officially cancelled, we engage with our Suppliers to understand the options available.

In most instances, we can offer our customers a credit to the value of their package.

There may be elements of the package that are non-refundable and therefore we cannot offer a credit. However, we are working closely with all suppliers to achieve the best possible outcome.

We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, here is the ACCC’s website referencing cancellation policies within the travel and event industries.

Q: What if I elect to cancel my package for an event that has not been officially postponed or cancelled?

If you chose to cancel your package and you have paid in full, we need you to submit the cancellation to us in writing.

Unfortunately, you will most likely forfeit all payments made as Suppliers are only providing remedies for events that are officially cancelled or postponed.

Please review our Terms & Conditions for further information.

If you have travel insurance, we recommend you contact your insurance policy provider to understand whether you can make a claim.

 

We appreciate that these are difficult times for our customers. Should you be at all concerned with any of our policies, here is the ACCC’s website referencing cancellation policies within the travel and event industries.

For advice relating to the impact of COVID-19 on specific events please click here.

 

For further information, contact our team

or email us now at

travel@kpt.com.au