Throughout March, we have been very busy helping customers who are overseas and trying to get home and with customers who were due to travel in the next 72 hours. We are pleased to report that as of 26 March, wait times (at most times of the day) are much shorter.
If you are away and trying to get home
Many routes are now unavailable, and many airlines are operating a reduced service, or have suspended their service altogether. If you’re not able to get home, please feel free to contact your booking store, though be aware that we may not be able to help. Speak to your country’s consulate or embassy for further advice – details on how to search for these are available at the bottom of this page.
Customers who haven’t yet departed
Please email or call the store where you booked your travel. Details can be found on your booking confirmation. Alternatively, you can use our ‘find a store’ pages. Go to the STA Travel website for the country where you booked, at the top of the page, click ‘find a store’.
Changing your booking
During this very challenging time, we are trying to adapt and follow advice from airlines, land partners, local governments, regulators and travel trade bodies internationally.
The Association of British Travel Agents (ABTA) is highlighting that customers may be offered a Refund Credit Note instead of an immediate cash refund, which can be used to book another holiday at a later date and, in the meantime, it is protected by ABTA/ATOL. We are also reviewing advice from other industry bodies, including AFTA in Australia; ASTA in the US; TAANZ in New Zealand, TAI in Austria, DTV in Germany, and more.
For bookings due to depart before 31 May
We will re-book your trip free of any STA charges (though fare and tax differences may apply as well as additional charges from airlines or land providers). Where it isn’t possible for us to re-book you, we can hold your current paid booking value over for you, with a refund credit note and when things get more under control, we can call you.
For bookings due to depart after 31 May
For now, normal change and cancellation fees will apply, and you will be given a refund credit note for any refund due.
The situation is still evolving, we will be continually reviewing the necessary advice and any change of policy will be updated here.
Thank you for understanding and for being patient, especially with our teams.
How to find a consulate or embassy
There will be consulate or embassy for your country of citizenship in most countries globally. If, for example, you are from Australia and you are currently in Thailand, then use any search engine to search ‘Australian consulate in Thailand’ or ‘Australian embassy in Thailand’. There may be a central list of all of your country’s embassies and consulates globally – the government travel advice websites below would be a good starting point for finding this.
List of government advice sites