At Croatia Times Travel, we acknowledge that this is a very concerning and upsetting time for us all. Holidays that have been carefully planned and dreamed of for many months, even years are now up in the air.
We completely support the current restrictions that have been put in place in order to keep us safe. The most important thing is the health, safety and wellbeing of us all.
Our top priority as your trusted travel provider is to assist you in every way possible. Together with our local operators we continue to work on the best available solutions.
We trust our message provides you with some reassurance and relief, and we take this opportunity to thank you for your continued understanding and support during this difficult time.
From the Team at Croatia Times Travel
COVID-19 RESPONSE TEAM
We have a dedicated team to assist with the handling of travel enquires and rebookings caused by the COVID-19 disruptions. Our team is working through many different policies in order to provide you with the best possible outcome and each booking is being handled on a case by case basis
COVID 19 RESPONSE PROCESS
With all enquiries we endeavour to respond in a timely manner. We thank you for your patience and understanding and will always apply care and consideration of your booking and any change requests.
Please email all queries to the Travel Specialist looking after your booking, or alternatively to firstname.lastname@example.org and our COVID-19 Response Team will process your request as soon as possible.
COVID-19 AMENDMENT & CANCELLATION FEES
For bookings affected by COVID-19, Croatia Times Travel cancellation fees have been reduced or waived wherever possible. Please note this does not apply to non-refundable and non-transferrable services, or local operator fees that are beyond our control. Cancellations must be confirmed in writing in accordance with our Terms and Conditions.
Please be assured that we are in touch with our local operators on a regular basis and are working together to minimise fees and to allow flexibility to standard Terms and Conditions.
Travel in 2020 Rebooked in 2021 / 2022
Bookings that were eligible for rebooking to 2021 or 2022; Services are subject to availability, difference in cost may apply. All rebooked services and credits must be utilised no later than 31 December 2021 or 2022 as advised on each individual Croatia Times Travel Credit Voucher unless otherwise advised.
Rebooking requests must be received in writing no later than the date advised to you by our Travel Specialist at the time of cancellation. New service dates must be requested according to the information detailed in the Croatia Times Travel Credit Voucher.
Once future dates are available we encourage all clients to select new dates as early as possible to avoid disappointment as services are subject to availability.
Groups and Charters
Groups and charters are subject to unique terms and conditions supplied at the time of booking. We are working with each group individually to determine the best possible solution should any departures require to be cancelled or rebooked.
When rebooking to an alternative date, additional charges may be incurred and will be advised to you at the time of booking.
Rebooking must be of equal or higher value to the original booking.
For new bookings please contact your Travel Specialist for the most up-to-date information on non-refundable deposit and payment requirements. For more information refer to our standard Terms and Conditions: https://www.croatiatimestravel.co.nz/contact/terms-conditions
REFUND & CREDIT PROCESSING
While our refund process remains the same, due to the COVID-19 outbreak, please expect delays.
Effective 28 January 2021, the processing time for refunds has been delayed and is a minimum of 16 weeks at the earliest. All refunds are dependent on funds being repatriated back to NZ from our local suppliers.
Please bear with us as we hope to be back to normal as soon as the COVID-19 outbreak is resolved worldwide and businesses are back to normal.
For clients who are transferring services to later in the year or 2022, we will be sending updated invoices as soon as clients have confirmed their new travel dates.
For clients who have not confirmed new travel dates, please refer to your Croatia Times Travel Credit Voucher for rebooking information. Future invoices will be updated at the time of rebooking.
All bookings with credit transfers will show revised booking terms related to the COVID-19 rebooking process, providing leniency wherever possible to assist our customers.
Thank you for your understanding.
These temporary policies are provided as a guideline only and exclude public transport and any other non-refundable, non-changeable services. Every booking will be assessed on an individual basis. We are regularly monitoring government advisories, SafeTravel NZ and World Health Organisation (WHO) and will update policies as necessary and where possible.