Events Travel Packages & Pandemics
In 21 years as sports travel experts we had not experienced one of our events cancelling, until 2020. This is new for us too. Thank you to our customers for your patience and support in this time. Some events are taking longer than others to resolve, we know it can be frustrating. Understand we are working with your best intentions at heart. Our business has been built on satisfying our customers. That is no different for us today. We cannot wait to deliver the holiday you booked, albeit when restrictions are lifted & holidays resume.
In uncertain times it is understandable that our guests have a lot of questions. Since our travel plans abruptly halted, here are the most common questions our team have been answering.
Looking for an update on your specific event? Visit our Travel & Event Updates page here.
FAQS
Q: My travel package was for an event that has cancelled, what does this mean for me?
In most cases, you can expect a full travel credit to use on any of our future events. As soon as an event has been officially cancelled, we will work with the organisers and all of the suppliers responsible for individual elements of your package. The details of your credit may take time to formalise, depending varying stages of government-imposed restrictions applied on our suppliers along with a number of other factors.
In the case of events cancelling when your travel package has already commenced; i.e. you have already taken flights, stayed at your accommodation and the event suddenly cancels after it has commenced; we will review your packages individually after working with each supplier & event organiser. We can then provide you with a specific remedy.
Q: The event I was travelling to was postponed and new dates have been officially announced. What does this mean for my travel package?
If new dates have officially been announced, we will work with event organisers and suppliers to transfer guest packages to the new dates.
If you are unable or willing to travel to the new event dates, we will work with the suppliers involved to provide a remedy for you. The remedy provided will be based on the specifics of your travel package, noting individual supplier terms may apply.
Q: My travel package was to an event that has been postponed but no new dates have been set. What does this mean for my travel package?
If an event has been postponed without any new official dates, new dates may have to be confirmed before our suppliers will provide remedies to the specific elements of your travel package. As soon as it is possible, the Sportsnet Holidays team will commence work immediately seeking remedies for our guests.
Q: I want to cancel my travel package even though the event has not been officially postponed or cancelled.
If you choose to cancel a booking for an event that is still proceeding, you will most likely forfeit all non-refundable deposits and payments. In this instance we suggest you wait until there is an official announcement regarding your event before you decide to cancel.
If we believe it is unlikely that an event is going to proceed, our team will not be requesting final payments until there is more certainty surrounding the event.
We are monitoring this rapidly evolving situation closely and if any official statements are made regarding the event you are travelling to, we will be in contact to inform you within the next business day of the official announcement via email and or SMS. You can also keep up to date via our travel advice page on our website.
Q: I want to book a travel package to a future event, but I’m not feeling comfortable given the current travel restrictions. What should I do?
There is a lot of uncertainty at the moment, we understand you might not feel entirely comfortable making a booking to future events. As a result, we have realigned the way we operate with our domestic suppliers so you can book with confidence and peace of mind. You can learn more here.
Q: Will travel insurance be effective for cancelled/postponed events?
There are some variations as to how different travel insurance providers approach epidemics, pandemics and virus outbreaks. We have had clients make successful claims with their travel insurer in relation to the cancellation or postponement of some events.
Should you wish to apply for a refund for your booking this can only be done via your travel insurance provider. If you wish to claim on travel insurance, please contact us for an official letter of cancellation/postponement to support your claim. Email our global operations team at [email protected] for the official letter of cancellation/postponement to support your claim.
We cannot guarantee the outcome of your claim as this is independently assessed by the travel insurance provider. It is also pertinent to advise, if you have made a claim (irrespective of claim status) your travel insurance will be deemed to have been used and the ability to transfer your travel insurance policy to a new date will not be possible.
Using your travel credit FAQs
Q: I want to travel to my cancelled event next year.
Once our travel packages are finalised for future event dates, you will have priority access and the first opportunity to book & utilise your travel credit before we go on sale to the general public.
Q: I’m not looking at travelling before the expiry date. Can I travel later?
Yes, you can. You are only required to make your booking by your credit expiry date. Your booking can be for an event available for sale occurring after the expiry date.
Q: My booking was to an overseas event & I don’t want to travel internationally anytime soon. What can I do?
Travel credits are completely transferable. You can use your credit note on any of our domestic packages or transfer your credit to someone else.
Q: I won’t be able to use the credit. Can other people use it?
Yes. Your credit note is 100% transferable. However, we would love to see you at one of our events when holidays return!
Q: Why is my flight/cruise credit separate from my Sportsnet Holidays credit?
In this case, your flight or cruise credit is held directly with the airline or cruise operator. Each operator has their own terms and conditions. This is documented on your credit note.
Q: How do I use my flight or cruise credit?
If you are ready to book your next holiday and use your flight or cruise credit, please call Sportsnet Holidays and speak to one of our consultants who can book your flights for you. Please ensure you take note of the flight credit expiry date and airfare terms on your credit note which will differ to credit held directly with Sportsnet Holidays.
Q: Can my credit be used for multiple events?
Yes. If you like the look of one our events but will not use the whole value of your credit note, you can split it over multiple events if you wish.
Q: I would prefer a refund over a travel credit.
Should you wish to apply for a refund for your booking this can only be done via your travel insurance provider. If you wish to claim on travel insurance, please contact us for an official letter of cancellation/postponement to support your claim. Please email our global operations team at [email protected] for the official letter of cancellation/postponement to support your claim. We cannot guarantee the outcome of your claim as this is independently assessed by the insurance provider.
Have a question that we haven’t listed? Please contact our team via email at [email protected] and we will do our best to answer.