Coronavirus (COVID-19) – Customer Information

Due to the ongoing global impact of coronavirus (COVID-19) and the likelihood of international borders remaining closed for an extended period of time we have had no choice but extend our suspension of tours until at least 30 September 2020. We are monitoring the situation very closely and will continue to provide updates on this page if the suspension period is to be extended further.  

If you were booked on a tour that has been suspended due to the coronavirus pandemic, you will automatically receive a credit of 110% of monies paid of your deposit or full payment. This excludes additional flights or insurance as they will have their own booking conditions.  

There are two options for redeeming your travel credit:  

• You are welcome to re-book a tour now for a future travel date before 30 September 2022.  

• You can hold on to your travel credit until you are ready to re-book on a future tour departing before 30 September 2022. 

You do not need to contact us to confirm your travel credit as it has been automatically applied to your Intrepid booking file. Simply contact us when the time comes that you are ready to re-book. You can redeem your travel credit on almost any Intrepid trip globally that departs before 30 September 2022, so it does not have to be the same tour you were originally booked on. We want to provide you with as much flexibility as we can, so that you have plenty of time to plan and re-book your future travel with us. 

Your 110% travel credit includes your Intrepid tour and any pre and post-trip accommodation or airport transfers you booked through us. It does not include any flights or insurance we have booked for you, as they will each have their own individual booking conditions associated with the provider.

By taking the 110% credit voucher it will help us employ countless numbers of people both in our offices and destinations, and it will enable us to offer you the best service and trips imaginable when the world opens up again. We understand that some of our customers have also lost jobs and income as a result of the pandemic and a credit simply won’t cut it. We are not denying those people refunds, and their wellbeing is extremely important to us. 

By accepting that 110% travel credit and keeping your trust in Intrepid, you’re making a down payment on the kind of world you want to see when the worst of this coronavirus epidemic has passed. 

Read our CEO's letter for more information

The majority of our customers have been happy to receive a 110% travel credit, but we understand that in some instances this will not suit your personal situation. If this is the case for you, please complete the feedback form here and we will review your case in line with original Booking Conditions at time of your booking.

Yes, the Booking Conditions that were applicable at time of your original booking still apply to your booking. In addition to the cancellation options available to you under these Booking Conditions, we are also offering you the option of accepting an 110% travel credit and a later date for full payment for bookings with tour dates in the future. The conditions can be found on our website on our Booking terms and conditions page.

We are currently experiencing significantly high volumes of calls and emails resulting from the suspension of our tours. We understand that this is frustrating for you and we thank you for your patience and understanding. Please be reassured we will respond to all customers and we are doing all we can to expedite our customer service response time. Due to current government directives our teams are all working from home and will be responding to customer email by order of date they were received. Whilst we all navigate this remote working environment, we are still, and always have been, committed to supporting our customers in the best way that we can. 

All of our travel agent partners have been notified of their customers who have been impacted by the suspension of tours up until 30 September 2020. We recommend you contact your travel agent directly for them to assist you with your booking and future travel arrangements, as some agencies may have different booking conditions and will already have all of your information on file.

If your travel agency is temporarily closed, you will still need to contact your agent directly to assist you with your travel arrangements, so you may need to wait until they re-open. If the travel agency you booked with is no longer operating as a business, please contact us with your booking details so that we can assist you directly.

You will receive a pro-rata travel credit that you can use towards another Intrepid tour that departs before 30 September 2022. This travel credit will be applied for the total number of days you did not receive and will be calculated by dividing the total cost of your tour by the number of days you did travel on your tour. You will also receive a pro-rata travel credit for post-accommodation or/and transfers you paid for.

With the recent extension of tour suspensions to 30 September 2020, we have also extended the validity of our travel credit to 30 September 2022. We are pleased to offer this new extended validity date to all customers impacted to allow substantial amount of time for our customers to plan and rebook their travels with us. The extended validity will be automatically applied to your travel credit on your booking file so you do not need to contact us at this time. 

Flights are refundable or changeable depending on the specific fare rules of the airline they are booked through. If you booked your flights through us, please contact us so we can investigate the best options available to you. Airlines have been heavily impacted by the pandemic, so the response times are unfortunately extensively delayed, but our team will prioritise responding to enquiries based on soonest departure date.

At this stage, all tours departing from 1 October 2020 have not been suspended and are scheduled to depart as planned. We are monitoring the situation very closely and if your tour is suspended you will be notified directly by our customer care team or your travel agent as soon as possible. If you choose to cancel your tour booking departing from 1 October 2020, the cancellation terms and conditions at the time you booked are still applicable. In addition, you have the option to receive a 100% credit of monies paid (land portion only excluding flights and insurance) to use towards an alternative tour with a departure date before 30 September 2022. For all future tour bookings, including those already booked from 1 October 2020, full payment is now due 21 days prior to the departure date of your tour.