QUESTIONS & ANSWERS
Coronavirus and travel – what does it mean for me?
The health and safety of our clients continues to be our number one priority as we continue to navigate our way through COVID-19.
Phil Hoffmann Travel is closely monitoring the situation to ensure we can provide you with the latest travel information and options, with the very best service and advice.
Whilst we are not medical experts, we live and breathe travel. That’s why booking through us gives you peace of mind and 24/7 support.
What restrictions are in place?
All overseas travel is currently prohibited.
The Australian Government has announced that all incoming passengers to Australia will be required to self-isolate in government-approved facilities such as hotels for 14 days before returning to their home or residence. Passengers will self-isolate in a government-approved facility in the destination or port where they disembarked their international flight. Passengers will not be allowed to transit on a domestic flight to reach their home state until they have completed their period of self-isolation upon arrival.
Entry to Australia is prohibited for non-Australian citizens and non-permanent residents.
Travel within South Australia:
There are no restrictions on travel within South Australia. Previous advice was to re-consider your need to travel to regional areas. This advice has now been relaxed.
State and territory restrictions:
States and territories can apply their own restrictions, including closing their state borders and additional quarantine requirements.
For the most up-to-date information about entry conditions, forms and requirements is on the government website of the state and territory you are travelling to.
This continues to be monitored and updated. For the latest advice please visit:
Since 27 March 2020 additional restrictions on cruise ships, including domestic cruises, have been in place. All foreign cruise ships are legally required to leave Australian waters and no foreign cruise ships may enter Australian waters (except for some limited exceptions).
Before this, on 15 March, the Government announced a ban on the entry of cruise ships that had left a foreign port. Cruise ships could apply for an exemption to arrive at an Australian port if they were already underway and returning home.
If I have an overseas holiday booked, what should I do?
Internationally, most airlines, tour operators, land operators and cruise lines have cancelled or reduced travel until further notice. Your Phil Hoffmann Travel consultant will contact you should your travel be affected, otherwise please do not hesitate to call us for the latest advice regarding your trip.
If your travel has not been cancelled and your travel date is post December 2020, our recommendation is to hold and wait for the situation to unfold in this ever-changing environment. At this point in time normal cancellation fees would apply, so by waiting either the situation will strengthen where travel is opened up and your holiday will continue, or the date of advice to defer will extend, where you will receive all options to minimise any loss.
What happens if my trip is cancelled by the airline, tour operator or cruise line?
Phil Hoffmann Travel and third-party operators (travel suppliers) are working within the guidelines of the Australian Consumer and Competition Commission (ACCC) and the Australian Federation of Travel Agents (AFTA).
If you have booked a holiday, and the airlines and/or operators (suppliers) cancel or postpone your arrangements, we will work through your options with you. In most cases you will receive a future travel credit or voucher (in some cases including an incentive), or other remedy such as a refund option which may incur fees. We will work with the airlines and operators to ensure the best outcome possible.
Alternative options will also be presented, such as postponing your trip or changing destinations should you wish.
Please refer to the following links for the latest advice:
Please note in the case of a refund, delays out of Phil Hoffmann Travel’s control are seeing delays of 12 weeks or more as we await monies to be returned from suppliers and third parties.
Your experienced travel consultant can advise you of these changes to ensure you can make an informed decision.
What happens if I choose to cancel my trip?
If you choose to cancel your trip, and the supplier (airlines, cruise lines and land operators) has not made any changes, normal cancellation fees will apply.
Many suppliers are offering flexible conditions to give passengers options and minimise any loss. Many have also introduced further cancellation protection which can be purchased at the time of booking to avoid losses.
I’m thinking about booking a holiday - what assurances can you offer?
Whilst restrictions are in place for travel now as advised, there are plenty of opportunities to secure amazing deals now for South Australia and beyond for when borders open! See our website for details at www.pht.com.au
And with Phil Hoffmann Travel, you can book with confidence. We have options to give you flexibility and peace of mind.
Our trusted and experienced team will guide you through all the options, in our open and transparent way, using reliable and up-to-date information sources. This ensures you can make an informed choice that works best for you.
As always, we are available 24/7 for assistance and support. If required, we will sort it out, anywhere, anytime.
What is Phil Hoffmann Travel’s response to COVID-19?
In response to rapidly changing conditions and government advice, it has been necessary for Phil Hoffmann Travel to implement new policies and procedures and make operational changes to protect the health and safety of our staff, community and our business.
We are pleased to advise that we are now open, and we look forward to welcoming you back into our branches, with opening hours for appointments as follows:
Glenelg & Norwood
Monday to Friday 9am to 5.30pm and Saturday 9am to 1pm
Monday to Friday 9am to 5.30pm
Temporarily hibernated. If you have any enquiries, please contact the Norwood branch on 8366 5600 or email email@example.com.
Monday to Wednesday 9am to 5pm
Monday to Friday 9am to 5pm
Monday to Friday 9am to 5.30pm
Monday, Tuesday, Thursday and Friday 9am to 4pm
Monday, Tuesday and Thursday 9am to 5pm
Tuesday and Thursday 9am to 5.30pm
Monday to Friday 9am to 5.30pm and Saturday 9am to 1pm via PHT website
For your wellbeing and ours, we have put in place the following protocols:
- All Phil Hoffmann Travel employees have completed the government COVID-19 infection control training
- Hand Sanitiser to use on your arrival in our branch
- Social Distancing - Limited number of clients allowed in branches at any one time. Please observe the 1.5m social distancing requirement.
- Payments - Payments by bank transfer or credit card are preferred
- COVIDSAFE app
- Promote the use of the Australian Government app
- Strict Hygiene - Cleaning policies are in place for all employees
- All visitors to our branches will be required to complete a registry to confirm your details
Know the signs of COVID-19
- Recent history of fever
- Acute respiratory infection
- Close contact with a confirmed case of COVID-19
Prior to appointments, we ask that you please let us know if you have any of the conditions above. If any of the above apply we will reschedule your visit or offer an appointment via phone.
Why book through Phil Hoffmann Travel (PHT)?
Phil Hoffmann Travel has been a leader in the travel industry for 30 years and have successfully navigated through challenges of all natures, including world events. We are proud to have the most experienced and passionate team in the industry, committed to guiding you through this situation with experience and service to give you the confidence in your decisions moving forward.
Phil Hoffmann Travel is a member of Helloworld and ATAS, a national accreditation scheme, endorsing travel agents who have met strict financial and customer service criteria. providing you with peace of mind when planning and purchasing your travel arrangements.
As your chosen travel agency, we wish to assure you that we are here to support and assist you 24/7 in any way we can.
We look forward to looking after you.