Cancelled/postponed trips due to COVID - please share your outcomes

[ScubaD1veDiv@]

I just received this email from Nautilus about my May 15 trip to Socorro aboard the Explorer:

In light of the borders being closed due to COVID-19, we are shutting down the boats until further notice.

We will start running trips again as soon as it's safe. We are doing our very best for everyone and that means two 50% credit vouchers for the amount paid per berth. Both vouchers cannot be combined to one berth, but one of the two vouchers can be transferable. Only one voucher can be applied per person per trip.​

The credit will expire 24 months from the time it was offered. As the situation is constantly changing, this is what we are offering at this time, and it may change for other guests in months to come.​

I am happy with this arrangement.

 

[JustSurfaceInterval]

The clause re "Cancellation by You due to Unavoidable & Extraordinary Circumstances" is exactly the clause our travel agent had in her terms & conditions (in German, of course) and that triggered our 100% refund.

And the advice is really to wait some more weeks and to assess the situation at that time.

[...]

Cancellation by You due to Unavoidable & Extraordinary Circumstances:
You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of “unavoidable and extraordinary circumstances” occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday or significantly affecting the transport arrangements to the destination. In these circumstances, we shall provide you with a full refund of the monies you have paid but we will not be liable to pay you any additional compensation. Please note that your right to cancel in these circumstances will only apply where the Foreign and Commonwealth Office advises against travel to your destination or its immediate vicinity. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.
[...]

 

[Saldiac]

We were supposed to be on the Discovery Palawan on May 7-13 this year. I booked via Liveaboard.com and recently contacted them about what options they provide given the current situation. Here's the forwarded reply from the operator (Discovery):

"We are still on lockdown until Apr14, please follow below offer to the client. The 60days notification period don’t apply on this.
For those whose trips fall after the April 14 , 2020 lock down, we will happily re-book you for 2021 due to Covid travel concerns. Should the travel restrictions be extended and your trip is cancelled, you will also be entitled to a refund.

Below is our Tubbataha 2021 schedules. No charge if rebooking regular dates, unless choosing a super peak date (*), client needs to pay super peak date surcharge of USD100/pax.

TUBBATAHA 2021
- 17 - 23 MAR 2021
- 24 - 30 MAR 2021
- 01 - 07 APR 2021*
- 08 - 14 APR 2021
- 06 - 12 MAY 2021
- 13 - 19 MAY 2021
- 20 - 26 MAY 2021
- 03 - 09 JUN 2021
- 10 - 16 JUN 2021
- 17 - 23 JUN 2021"

This seems fair to me, even though it doesn't specify whether the refund would be a full refund if we'd have to cancel due to further extended travel restrictions. Better safe than sorry so we're currently trying to rebook for May 6-12 2021.

 

[Blackcrusader]

We were supposed to be on the Discovery Palawan on May 7-13 this year. I booked via Liveaboard.com and recently contacted them about what options they provide given the current situation. Here's the forwarded reply from the operator (Discovery):

"We are still on lockdown until Apr14, please follow below offer to the client. The 60days notification period don’t apply on this.
For those whose trips fall after the April 14 , 2020 lock down, we will happily re-book you for 2021 due to Covid travel concerns. Should the travel restrictions be extended and your trip is cancelled, you will also be entitled to a refund.

Below is our Tubbataha 2021 schedules. No charge if rebooking regular dates, unless choosing a super peak date (*), client needs to pay super peak date surcharge of USD100/pax.

TUBBATAHA 2021
- 17 - 23 MAR 2021
- 24 - 30 MAR 2021
- 01 - 07 APR 2021*
- 08 - 14 APR 2021
- 06 - 12 MAY 2021
- 13 - 19 MAY 2021
- 20 - 26 MAY 2021
- 03 - 09 JUN 2021
- 10 - 16 JUN 2021
- 17 - 23 JUN 2021"

This seems fair to me, even though it doesn't specify whether the refund would be a full refund if we'd have to cancel due to further extended travel restrictions. Better safe than sorry so we're currently trying to rebook for May 6-12 2021.

Well TUBBATAHA is closed now for all of April I believe. Not that you can fly into Philippines anyway.

 

[jjmochi]

try calling their Singapore number. Avoid their regular Indo number. It disconnects you every 2 minutes lol. You can also try emailing e-booking@garuda-indonesia.com

I emailed them and they said the date change can only be done via phone. Gave me the Australia number
I got through to their Indonesia number a few weeks ago but can't get through now, disconnects after 1-2 minute like you said
Waited 1 hour for Chase travel today, still didn't get through, had to hang up for a work call
Just tried their Singapore number and they redirected me to call the Indo number
And all these are long distance calls from HK (thankfully my company pays my phone bill)

So frustrating that nothing can be done online - why does everything need to be done on the phone for a FREE change!

Why won't they just cancel the flight to Sorong so I don't have to call

 

[Damselfish]

So frustrating that nothing can be done online - why does everything need to be done on the phone for a FREE change!

Probably easier than changing the software to support all these non standard transactions.

 

[outofofficebrb]

For me I have never really been keen on LOB due to not being able to keep in contact with my company when I am away.

However I do now see many LOB offering 50% as many people are not traveling. Some very scathing reviews coming out about operators in S.E.A. when people are banned from traveling to those countries or those countries themselves are in shutdown and no flights in and out. I've read reports that even so some areas for the LOB like Tubbataha are off limits no refunds were being offered for a trip that cannot go ahead anyway.

For my I may do a LOB but I am going to look at deals being offered... be in country first. if I like the deal I book directly with the operator not thru an agent. If I don't like what I read or see then land based diving is just as good for me. There are diving spots like Raja Ampat and Komodo and Tubbataha and Palau that will be struggling to get people on their boats even when travel resumes.

Now some people may think I am selfish but for LOB I will look for deals. If not I will continue to do my regular 10 weeks of diving per year with existing dive centers I already dive with for last several years.

I've booked 13 liveaboards, most of them being in Asia and have booked direct and through an agent;I much prefer working through an agent for multiple reasons. It costs no more to me to do it through an agent. It is an additional source of protection when things go wrong as these events have shown me and they have a lot more influence and negotiating power than I do in most cases. Additionally, not having to deal with wire transfers (some places only accept this!), being able to pay by credit card and not have it be with a surcharge (common stipulation overseas and at 3%, whether through the LOB company directly or through PayPal) while also raking in bonus points for it being a categorized travel merchant, etc., are just a few of those benefits. My agent is in the United States where I am located and that lends itself to be more convenient when issues arise as my contract is with them and not the liveaboard. It is much easier to "chase" and solve if there are issues. Imagine trying to litigate with an overseas entity if it came to that....forget it.

I emailed them and they said the date change can only be done via phone. Gave me the Australia number
I got through to their Indonesia number a few weeks ago but can't get through now, disconnects after 1-2 minute like you said
Waited 1 hour for Chase travel today, still didn't get through, had to hang up for a work call
Just tried their Singapore number and they redirected me to call the Indo number
And all these are long distance calls from HK (thankfully my company pays my phone bill)

So frustrating that nothing can be done online - why does everything need to be done on the phone for a FREE change!

Why won't they just cancel the flight to Sorong so I don't have to call

If you can't get through before your flight date, a chargeback might be justified and may get approved. You are basically being run in circles and can't do anything about it though you have expended every effort. You'll probably have to get this confirmed before your flight date.

Garuda's policy is officially below. There is some confusing and contradictory language. It applies for tickets booked through May 31 and if you don't cancel the original flight, a no show fee would apply but you have up until Aug 31 to re-book and have the waiver apply which is clearly after when the May 31 date would be...

Garuda Indonesia is giving a one-time waiver on reissue fee for all Garuda Indonesia Operating Flights tickets issued on or before 15 March 2020, for travel from 24 January 2020 to 31 May 2020, with immediate effect. The new flight itinerary should be complete travel by by 31 March 2021. Please note that blackout date and fare difference may still apply for the new itinerary. No Show Fee will apply should the original flight was not cancelled prior the departure time. All request of rebooking waiver must be made on/before 31 August 2020.

 

[Cert1967]

Scuba Show – Long Beach, California | May 30th & 31st

Maybe chat up your resort/liveaboard/agent at the Long Beach Scuba Show?

Bet there will be some interesting conversations. Wonder what security will be like at the show?

 

[Jay]

Well TUBBATAHA is closed now for all of April I believe. Not that you can fly into Philippines anyway.

I've booked 13 liveaboards ...

My (May) Tubbataha trip is now postponed to June with an option to reschedule for 2021. (It's my sole LOB this year ... I hope to be able to emulate you both @outofofficebrb and @Dan ... one day

Do I have the current situation correct between Dive Damai and Equator:

1/ if the client has insurance use that first.
2/ if not, then receive a voucher - the value of which has fees and other costs deducted from it.

I can see why confusion can happen around the process.

For 2/ How much ($ or %) less is the voucher vs. the $ already paid trip? (anyone who knows please let us know - @JesterDiver @TabeaK ).

Dive Damai and Equator seem to be a bit quiet. Hopefully no news is good news.

 

[RobPNW]

I just escaped Honduras. Was on Utila until they locked down the ferries. Got the last one to the mainland. Then stuck in San Pedro Sula, basically in Marshall Law for two weeks. Just got on one of the rescue planes back to the States. God I love America.

Just a plug for United Airlines. After booking 4 flights out of Honduras, having multiple airlines take my money, only to cancel all flights, and after getting bumped from multiple Department of State humanitarian flights, United was the only carrier that got about 500 of us home. And probably another 500 in the next 2 days. I'm a grateful customer for life.

Hoping for a safe return for remaining people.