Coronavirus (COVID19) – Customer Information


For a team that lives and breathes travel, the last couple of weeks have been challenging. At Backpackers World Travel we love coming to work each day to inspire and enable people to see the world, so it’s hard to see that world gradually – although, it’s important to remind ourselves, temporarily – shutting its doors.

Right now, as the situation changes on a daily basis, our focus is on two things: keeping our staff healthy and safe, and helping our customers. We know that people want to adjust their travel plans in light of the current uncertainty, and we’re doing everything we can to facilitate that. We’re devoting ourselves to helping our customers. We’re working around the clock to provide support to customers through our contact centre and in our stores across Australia and New Zealand – we’re doing all we can to help with your travel plans.

If you are currently travelling and needing assistance or have questions about a forward booking, please contact your booking agent via the phone number on your travel vouchers or free call our Call Centre on 1800 997 325 (international +61 7 4041 7782).

COVID-19 – Amendment to Backpackers World Travel Terms & Conditions


As a result of the measures put in place in response to COVID-19 it is necessary for us to make some changes to our booking terms and conditions.  Until further notice and where applicable, the following special conditions replace our current terms and conditions during the respective periods.   

Please note these special conditions do not apply to refunds for credit card fees, and additional fees paid to us for accommodation, flights and other transport which remain non-refundable at all times.

BOOKINGS BOOKED BEFORE 17 MARCH 2020

In relation to bookings made before 17 March 2020, the following standard conditions apply:

Cancellations by Service Providers

If a service provider cancels your booking for any reason you must pay us a cancellation fee of 20% of the value of the travel that was booked on your behalf and cancelled.   

Cancellations by You

Where you cancel your booking for any reason, you must pay us a cancellation fee of 50% of the value of the travel that was booked on your behalf and cancelled. In addition, if a service provider charges us for the cancelled travel you must also pay us the amount we are charged on your behalf by the service provider.    

NEW BOOKINGS BOOKED BETWEEN 17 MARCH 2020 – 30 APRIL 2020

Until 30 April 2020, the following special conditions apply for new bookings with a travel date departing within 12 months of the booking date:

Cancellations by Service Providers

If a service provider cancels your booking for any reason you WILL NOT be charged any cancellation fee and will be entitled to a full refund (other than any amount we are charged on your behalf by the service provider).    

Cancellations by You

Where you provide us with at least 72 hours’ notice that you wish to cancel your booking for any reason, you WILL NOT be charged any cancellation fee and will be entitled to a refund (other than any amount we are charged on your behalf by the service provider).    

Changes by You

Where you provide us with at least 72 hours’ notice that you wish to change your booking from a fixed booking date to an open date voucher/ticket, you WILL NOT be charged any fee (other than any amount we are charged on your behalf by the service provider).   

We’re continuing to source Australasia's best adventure travel deals.


This is an unprecedented situation, and many of you are reassessing your travel plans. Others want a trip to look forward to when the world goes back to normal. When you are ready to travel, we’ll be here. And we’ll support your need for flexible travel: you can buy now and choose travel dates up to 12 months in advance, make a free change to your dates after booking, or even delay choosing dates altogether until you feel ready. So if you do need to lock in a trip to get you through, you can do that confidently with us. And if you just need some adventure travel fantasies to distract you, well backpackersworld.com does a pretty good job of that too.

Above all, stay safe. In these uncertain times the best we can do is avoid panicking, follow the official health advice, and monitor government advisories when travelling.