Information
for Indian Ocean Tsunami
CANCELLATION COSTS
Claims for cancellation costs will be available to existing policy
holders. Eg unused prepaid accommodation costs which the carrier, hotel, etc
will not reimburse.
This also includes cancellation claims for people who have not left
Australia yet. Where the Australian Government
(www.dfat.gov.au) clearly states that travellers should avoid travel (please
see table below) to their intended destination we will consider all cancellation
claims subject to the following.
Please note that in some of the listed countries not all destinations
are affected eg in areas of Penang and Langkawi. Any claims received in
relation to such destinations will be considered on their merits.
Most, airlines & hotel chains are providing special concessions to
travellers in or schedule to visit the
tsunami affected locations regarding cancellations, deferments and altered
travel arrangements. IF THE CUSTOMER IS ABLE TO CANCEL, DEFER OR ALTER THEIR
TRIP WITHOUT COST THERE IS OBVIOUSLY NO CLAIM UNDER THE POLICY FOR CANCELLATION
BENEFITS.
All other cancellation claims will be assessed sympathetically and
realistically on receipt of a fully completed claim form and substantiating
documents subject to the terms, conditions and exclusions of the relevant
policy.
AIRLINE and HOTEL
CHAIN ADVICE RE CANCELLATIONS, DEFERMENTS, ETC
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All external information has been sourced from
the airlines and hotel groups. While
every effort has been made to ensure it is accurate and current, we recommend
that you contact the relevant airline or hotel group to confirm the latest
information before giving advice to your clients.
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NEW TRAVELLERS TAKING OUT COVER TO TRAVEL
AFFECTED REGIONS OF ASIA
Currently various Government agencies are advising traveller’s to avoid
affected regions of Asia. Not only have these areas been devastated by
tsunamis but there is now the potential for outbreaks of dysentery and other
disease.
With such warnings in place you should draw the attention of the insured
to the general exclusions of the particular policy you offer. In some policies
the general exclusion reads, “…you arrange to travel when you know of
circumstances that could lead to the Trip being disrupted or cancelled”.
In other policies the general exclusion reads:
“Your claim arises because you did not follow advice in the mass media
of a government or other official body’s warning:
1.
to defer
travel or non-essential travel to a particular country; or
2.
of a strike,
riot, bad weather, civil commotion or contagious disease;
and you did not take appropriate action to avoid or minimise any
potential claim under your policy.”
As at 5.43am AEDT on 27 December 2004, the Department of Foreign Affairs
has advised against travel to the following regions:
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The west coast and islands of Thailand and the southern region in general
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The coastal areas of southern and
eastern India, in particular the Andaman and Nicobar Islands
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The east coast of Sri Lanka from
Trincomalee in the north east to Galle in the south
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Maldives
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In Indonesia, the west coast of
Northern Sumatra, including Aceh Province and offshore islands
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Penang and Langkawi Island in
Malaysia have been affected. Confirm conditions and accommodation with local
authorities.
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Effective Monday 27th December, 2004 (current to 2.00pm)
We have been in telephone contact with the listed Hotel
Groups who have advised of the following refund policies in place in the wake
of the Tsunami in Indonesia
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ACCOR Hotel Group
Sydney
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Peter Hook
02 9367 0888
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Also manage: Sofitel, Novotel, Mercure, All Seasons,
Ibis, Formulae 1. Have waived cancellation fees for
travellers affected, will give full refund, or reschedule, no penalties. No
time limit determined as yet.
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Accom booked primarily through
Qantas or Royal Orchid Holidays, refer back to booking agents if this is the
case.
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Hilton
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Felicia at Reservations
Worldwide
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All their hotels are safe.
Travellers who booked direct through Hilton will receive full refund, no
penalties
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If booked through travel
agent, refer back to agency.
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Sheraton
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Worldwide Reservations
1800 073 535
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Waived cancellation fees
for bookings between 29-31st Dec.
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Will provide update on 31st
Dec.
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Le Meridian
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Worldwide Reservations
(Christina)
1800 622 240
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Waived cancellation fees
for all arrivals between now to 15th January.
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All deposits will be
refunded, extensions to stay will be considered once damage has been
assessed.
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Hyatt
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Worldwide Reservations
(Frasier)
131234
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Not many properties in that
region. No affected Hotels. Normal cancellation rules apply which is the
normal 24 hour notice, unless special conditions booking e.g internet.
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Each case will be assessed
individually however normal conditions of cancellation apply as they are not
in the direct line.
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Marriott Hotel
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Marriott International
02 9251 5522
Mary-Anne
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Waiving all cancellation
penalties and not billing for no-show guests between 26 Dec - 10 Jan 05. All
guests have been accounted for.
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Hotels not devastated -
only grounds, first level and restaurant damaged. Hope to be operational
again by end of this week.
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Accor Press Release
Paris, 28 December 2004.
Accor confirms the situation of its three
hotels in Phuket (Thailand).
Novotel Coralia and Panwa Beach Resort in Phuket have not been affected by the
tidal waves. Sofitel Magic Lagoon Khao Lak has been severely damaged. Numerous
guests are reported missing. Accor teams located in Bangkok are fully engaged
in providing the necessary assistance.
Accor wishes to express its profound emotion in this tragedy and shares the
grief of the relatives of the victims.
An emergency hotline is available for relatives of the guests:
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· Accor Bangkok call centre on +
(662) 237-6064
· Accor Paris call centre on
+(331) 45 38 84 84 or +(331) 45 38 84 83.
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Paris, 28 December 2004.
Please find below an update based on the news we just received
from Sofitel Khao Lak (Province of Phang Nga, North of Phuket Island) :
- 415 guest were at the hotel on Sunday 26 December.
- 135 guests have been identified and rescued – most of them were flown back to
Bangkok where they were sent to hospitals, embassies then hosted in hotels.
Accor provides them with psychological and material aid, as well as helping
their repatriation..
Accor will keep you regularly informed as news come.
Paris, 27 December 2004.
Accor, which manages three hotels in the Phuket area (Thailand),
has made a first assessment, following the dreadful disaster that occurred in
South East Asia, yesterday.
According to preliminary information received in the night from Sunday to
Monday and confirmed this morning, the Novotel Phuket and the Panwa Beach
Resort, both hotels located on Phuket Island, report no casualties.
Unfortunately, news regarding Sofitel Magic Lagoon Resort & Spa Khao Lak,
located in the Phangnga area, North of Phuket Island, is very difficult to
obtain. This region, declared a disaster area by the Thai government, is out of
reach. First testimonials mention several victims at the Sofitel.
A crisis support team is coordinating efforts in Bangkok and Paris. The Accor
management team in Asia have asked for the support of Thai authorities. Other
teams have left Bangkok for the hotel to assist.
ACCOR Hotel Group Bulletin
Information
as of December 28.
Paris, 28 décembre 2004. _ Please find below an update based on the news
we just received from Sofitel Khao Lak (Province of Phang Nga, North of Phuket
Island) :
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- 415 guest
were at the hotel on Sunday 26 December.
- 135 guests have been identified and rescued – most of them were flown back
to Bangkok where they were sent to
hospitals, embassies then hosted in hotels.
Accor provides them with psychological and material aid, as well as helping
their repatriation..
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Accor will keep you regularly informed as
news come.
Individuals seeking further information
regarding guests at Sofitel Magic Lagoon Resort & Spa Khao Lak, please
call:
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·
Accor Paris call centre on +(33) 1 45 38 84 84
or +(33) 1 45 38 84 83
· Accor Bangkok call centre
on +(66) 2 237-6064.
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BULLETIN from Le MERIDIAN
http://www.lemeridien.com/southeastasia.html
South East Asia Emergency:
NEWS UPDATE - December
27, 2004, London, 5.00pm:
Following the 8.9 magnitude earthquake and the tidal waves that followed
affecting coastal areas in South East Asia, we would like to stress that our
priority continues to be the well being of our guests and staff.
We have hotels affected by this disaster in Phuket
and Khao Lak in Thailand. Our teams at the hotels are working with the local
authorities and tour operators to arrange for guests to return home as quickly
as possible. We are also arranging to provide assistance to our staff members
and their families.
Le Royal Méridien Phuket Yacht Club guests
sustained no serious injuries and there is no major structural damage to the
property. The hotel expects to remain operational.
Le Méridien Beach Resort, Phuket evacuated guests
to safe areas. Arrangements are now underway with the help of tour operators
for them to be flown home. A full inspection of the hotel will then take place
to ascertain the damage to the property.
Le Méridien Khao Lak, Thailand, communication with
Khao Lak has been difficult, but we can confirm that guests were evacuated from
the hotel. Staff at the hotel are working with the authorities and major tour
operators to arrange to transport guests to Bangkok. A detailed inspection of
the hotel will then be carried out.
Le Méridien Baan Taling Ngam, Koh Samui is
unaffected.
At Le Méridien Nirwana Golf & Spa Resort, Bali
and Le Méridien Fishermans Cove, Seychelles guests are safe and no damage to
the hotels has been reported. (Le Méridien Barbarons, also in Seychelles, is
closed for refurbishment.)
Le Méridien Ile Maurice, Mauritius also reports no
injuries to guests and no serious damage to the hotel. Le Méridien properties
in India have not been affected.
The management and staff at Le Méridien Hotels
& Resorts extend their condolences to all those throughout the South East
Asia region who have lost family and friends as a result of this disaster.
Anyone wishing to obtain details of their family
and friends can obtain emergency helpline numbers from Le Méridien
reservations centres. The number for UK enquiries issued by the Foreign
Office is 020 7008 0000. Information can also be obtained from major tour
operators. Guests due to travel to the affected areas should also contact their
tour operator.
This information will be updated on a regular
basis.
QANTAS
News
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Changes
to Bookings to Phuket, Penang, Langkawi and Sri Lanka
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27 December 2004
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Important note regarding travel on Qantas and Australian
Airlines services between Australia and Phuket, Penang, Langkawi and Sri
Lanka (QF ticket stock only except as specified).
Due to the earthquake and associated tidal wave that has affected the above
destinations, the following action can be taken for passengers with tickets
issued up to and including 26 December 2004, who are booked for departures up
until and including 15 January 2005.
Passengers wishing to defer travel to Phuket, Penang, Langkawi and
Sri Lanka
Travel Not Commenced
- All ticketed passengers
travelling to/from the above destinations can defer travel until 23
March 2005 without penalty subject to the conditions below. If the original
class of travel is not available passengers can be rebooked into the
lowest class available within the ticketed cabin.
- All ticketed passengers
travelling to/from the above destinations can defer travel until 24
March 2005 – 30 June 2005 provided they can be rebooked into the same
reservation class. If the value of the new ticket is higher than the
original ticket, any additional supplement must be paid.
Conditions
- Passengers will have to pay
additional supplements (including difference in surcharges, fees and
taxes) if the change results in the passenger travelling in:
- a more expensive travel
period
- an alternate routing
- Passengers or their Agent
must contact Qantas/Australian Airlines to advise of their intention not
to travel on their original ticketed dates, and cancel their booked
flights.
- All changes to travel dates
must be completed by 31 January 2005.
- Any 3rd party
penalty , such as hotel or other ground operator fee, incurred will not
be waived by Qantas/Australian Airlines.
- All other rules and
conditions remain unchanged.
Travel Commenced
Customers
who are en-route to the above destinations may i) defer travel until 23 March
2005 or ii) re-route to their origin point or next ticketed point using QF/AO
services via the nearest QF/AO gateway at no additional cost. If the original
class of travel is not available, passengers should be re-booked into the
lowest available class within the ticketed cabin.
Passengers holding a ticket who wish to leave Phuket, Penang,
Langkawi and Sri Lanka
Date changes for travel prior to 15 January 2005 are permitted
without penalty. If the original class of travel is not available, passengers
should be re-booked into the lowest available class within the ticketed
cabin. If a re-route is required passengers can be re-routed to their origin
port using QF/AO services via the nearest QF/AO gateway at no additional cost
For date and routing changes after 15 January 2005 normal fare conditions
apply.
QF/AO will uplift other carriers’ commercial coupons (non-081 paper),
excluding award bookings, from the nearest QF/AO gateway in the region to the
nearest QF/AO gateway in Australia subject to availability in L class for
travel up to and including 15 January 2005.
Destination Changes
Passengers may use the value of their existing ticket to the above
destinations towards the purchase of any new tickets by rebooking to an
alternate destination without penalty. Travel to the new destination must be
commenced on or prior to 30 June 2005 subject to the conditions set out in
Section 1. If the value of the new ticket is less than the original ticket, a
full refund of the residual will be provided.
All destination changes must be completed by 31 January 2005
Passengers not holding a ticket who wish to leave Phuket, Penang,
Langkawi or Sri Lanka
For departures until 15 January 2005 all reservation and ticketing deadlines
may be waived irrespective of fare conditions
Refunds
Refund penalties will be waived for tickets issued on or prior to 26 December
2004 for travel immediately to 15 January 2005 inclusive. This excludes
penalties imposed by suppliers or third parties.
Refunds must be submitted on or prior to 23 March 2005
QF/AO Frequent Flyer Redemption Tickets
QF
Frequent Flyer redemption tickets booked for travel on QF/AO can only be used
on QF/AO services. Customers can without penalty, refund points prior to
travel (no refunds once travel has commenced) or re-book for a later date on
QF/AO services only, subject to availability.
Note: Qantas customers with concerns or questions about
safety issues associated with travel to/from the above destinations should
contact the Department of Foreign Affairs and Trade at www.dfat.gov.au or on + 61
2 6261 3305 or 1300 555135 (local call cost within Australia)
Issued: 27 December 2004 (1130)
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