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93 questions from our users

Sandra S.

Sandra S.asked

Hi, we were booked on a Wendy Wu tour departing 7th of April. I would like to enquire as to when we will find out our options seeing the tour was cancelled due to the corona 19 virus.



3 answers
Wendy Wu Tours
Wendy Wu Tours AustraliaWendy Wu Tours

Hi Sandra,
We are currently working through all tours in order of departure date, however this is taking some time due to the volume of bookings. Our Customer Relations team can be contacted on 1300 727 998 or [email protected]. If you can kindly provide your booking details, they will be able to advise the tour dates they are currently working to and assist you with your questions.
Kind regards
Wendy Wu Tours

Sandra S.
Sandra S.

Hi we received the information from our travel agent and am now wondering why we are being charged $500 for rebooking? You will be gaining interest on our money and this should compensate the transfer fees in our opinion. To be charged 25% cancellation fee when we didn’t cancel is also extremely high in our opinion.

Wendy Wu Tours
Wendy Wu Tours AustraliaWendy Wu Tours

Hi Sandra, we have just replied to this message via Facebook however please do let us know if we can assist further.
Kind regards
Wendy Wu Tours

Jeannie

Jeannieasked

Call a tour “deferred” which is really cancelled for that date and then tell us that to not accept another date we are told this is cancel and charge us 37.25% and we only booked tour and no flights. Please justify such a cost when the cancel did not cost you anything as no loss of income for you - Justify this if you can !!



2 answers
Jeannie
Jeannie

Further to my above comments I would like to remind Wendy Wu Tours of the CANCELLATION BY WENDY WU TOURS conditions - If tour is cancelled or varies prior to departure due to unforeseeable circumstances such as, but not restricted to, severe weather conditions or force majeure, Wendy Wu Tours will refund all monies prior to departure less visa cost, fuel surcharge and any other cancellation fees levied by airlines and other third parties that are not refunded by an airline or other third party.
As I have NO flights and there was NO Visa needed and there were NO unrecoverable expenses - Please explain the cancellation fee ( which is totally unwarranted ) at being 37.25% of my total tour cost ??? FOR WHAT !!??

Wendy Wu Tours
Wendy Wu Tours AustraliaWendy Wu Tours

Hi Jeannie,
We understand that the outcome is not what you wanted, to be honest this entire disaster that the pandemic has created is of no one's liking.

We are doing our best to minimise the third party costs that have been passed onto to you, the shut down of travel happened incredibly quickly, some overheads had already been committed, these are the costs that have been passed on. For 25 years we have done a very good job, of surpassing our clients expectations, the reality is that the Covid 19 Pandemic has had a significant and costly disruption to all of our lives. Each day we are reminded of our blessings as we wake to focus on another day.

Our focus is to work professional and quickly to minimise the impact on our customers, regrettably the reality is in this unprecedented situation all that we can influence is the speed and professionalism in which we communicate to you the outcomes from a government enforced border closure (or a force majeure event).



We are happy to contact your travel agent to further discuss the details of your booking and answer any questions you have.
Kind regards
Wendy Wu Tours

Patricia B.

Patricia B.asked

We were booked to go to China 24th March, Booked through Flightcentre. We were told we could postpone or get a refund. My girlfriend is 77 so we decided refund. We keep contacting agent only to be told they are waiting to hear from Wendy Wu. I transferred my insurance (probably too soon) believing we would get a refund. Very frustrating. Lack of contact is very annoying and makes me question if i would travel with them again.

7 answers
Serendipity
Serendipity

Their lack of communication continues to be appalling. I certainly would never consider booking another holiday with this company.

Shadow001
Shadow001

We were due to travel to China on 8 April and have been advised that our refund from WWT has been sent through to our travel agent, Phil Hoffmann Travel, who will send through to us by end of week (fingers crossed). You need to keep the communication going with your travel agent as WWT won’t speak to you. Good luck!

Patricia B.
Patricia B.

Thankyou. Hopefully we are lucky enough to get .

Jeannie

Jeannieasked

Japan March trips cancelled - this means cancelled NOT deferred. Heaps of us cannot just go "another time" - this was our time for when we booked and cannot foresee our ability to travel later in time. My Insurance will require very in depth details of each cost you say we have to absorb - PROOF in writing of each individual cost of items you say you could not cancel without cost will be required eg hotels, meals, bus hire, drivers etc. I am sure these expenses are FOR and IF you use them... and therefore do not need paying if you are not going on that tour. If you say you do incur costs for a cancelled tour - please remember we will need PROOF IN WRITING of each individual cost for me to submit this to my Insurance company - as they require this from each of us. Hopefully none of us see anything like this CO-VID19 again - and hopefully we have learnt how any crisis event needs to be handled with far more consideration and quicker response in the future.

4 answers
Shadow001
Shadow001

Just interested to know if anyone has been contacted as yet regarding 'deferral' of our WWT tours. Our departure date was 21 March. It seems to me we are all just waiting for WWT to contact us with the latest information. The current cancellation policy clearly states 'If a tour is cancelled or varied prior to departure due to unforeseeable circumstances such as, but not restricted to, severe weather conditions or force majeure, Wendy Wu Tours will refund all monies prior to departure less visa cost, fuel surcharge and any other cancellation fees levied by airlines and other third parties that are not refunded by an airline or other third party'. Come on WWT stop dragging your chain and just get on with it. Other companies have offered blanket credits including 110% of original tour costs etc etc. Why is it that WWT seems to be 'working tirelessly' but we, the customers, just don't see anything happening.

Jeannie
Jeannie

so I ask, where is our money or even contact from Wendy Wu - we were travelling to Japan on 24th March - and no contact whatsoever from Wendy Wu - we all seem to be "held to ransom" here with Wendy Wu sitting on our money while they bury their head in the sand so they don't have to negotiate with their clients. So unprofessional and stands out that other travel companies contacted client and sorted their refunds immediately while Wendy Wu does nothing.

Wendy Wu Tours
Wendy Wu Tours AustraliaWendy Wu Tours

Hi Jeannie,
Thanks for your question. I understand that this also as per the review page however do let us know if we can be of any further assistance in the meantime.
Kind regards
Wendy Wu Tours

Donna

Donnaasked

Is there anyone who is booked on the central asia tour 10th May departure

1 answer
marwor2
marwor2

Yes I am.

Dean D.

Dean D.asked

The lack of communication is causing mass irritation and is frankly very disrespectful. How can you not furnish customers with a response ? This has to be the apex of disrespect! Wendy Wu Please respond to our concerns at this difficult time, customer care is paramount if you wish to continue trading post pandemic.

6 answers
Shadow001
Shadow001

Check the WWT website as there has just been an announcement posted regarding ALL tours - no refund - but at least we do not have to travel in the next month. What does everyone think?

Jill R.
Jill R.

This at least is a step in the right direction by WWT as most of us still want to visit Japan, just not in the midst of the current global pandemic crisis though!

Sabine N.
Sabine N.

There are two choices this is what l was told. I can have a refund minus airline stuff? Or travel next year

Dean D.

Dean D.asked

I, like so many others have made several attempts on this site to garner a response from WWT regarding tours to Japan in March given the travel restrictions and advice by Japan and our Australian government. The response from WWT has remained deafeningly silent. The lack of communication from WWT is frankly an appalling demonstration of "customer care". The shear lack of duty of care towards customers and expectation that we should take a tour risking our health and travel against government advice in the midst of a pandemic to a country who has had to close its tourist sites is absurd and dangerous. I requested a response from WWT 2 days ago, I got nothing like the rest of you raising concerns, so again I respectfully request a reply to our concerns please.

9 answers
Yvonne A.
Yvonne A.

I am disgusted by the attitude shown from WWT. We are scheduled to go on a tour of Japan 20th March 2020. We already know by WWT own admission that the itinerary is not the same as we booked. We already know that the risk of catching Coronavirus is high in Japan. It is therefore foreseeable that the tours booked will not be delivered as paid for and there is a very real risk that we will become ill. Under Common Law if a risk is foreseeable and can be avoided to protect people from harm it should be taken. It is obvious to me that there is enormous risk in continuing with the trip however WWT are oblivious to it. There is enough information available from the news and social media that would lead any sensible person to either cancel or postpone the trip. WWT seem oblivious to this. This leads me to believe that they value their profits more than their customers. I have written to WWT several times asking for the trip to be cancelled or postponed until this time next year. I am not even getting response to my emails now which is very rude. It is possible that the Japanese Government will declare a state of emergency as legislation has been passed to support this measure. If we are in Japan when this happens we will not be allowed to visit the places we want to go to as per the itinerary, in fact we will be confined to our hotel in all likelihood. I have pointed this out to WWT: no reply. I asked what contingency planning is in place for this or if we get ill with Coronavirus: no reply. WWT seem to be burying their head in the sand and only providing corporate answers on their site that do not cut the mustard. The lack of customer care is astounding. It looks like we are going even though we don't want to but cannot take the financial hit. We will arrive in Japan with the wrong mindset to enjoy a holiday. Every part of the itinerary that is not delivered I will complain about and expect a full refund. Blossom festival sites are being closed as I write this. The main reason for us going at this time of year was to see the blossom. I would not want to be the WWT rep that I meet in Japan as that person is in for a very bumpy ride if things are not right and the full itinerary that I paid for is not delivered. Why can't WWT see the damage they are doing to their reputation by taking the line they are pursuing in carrying on regardless. If WWT monitor this site as I am sure they do I urge them to stop this madness and cancel or postpone the forthcoming trips to Japan. If not they will find themselves losing bookings in the future as you cannot trust them to do the right thing. I will also take legal action for any harm caused to myself or my wife and /or lack of delivery of the itinerary I have paid for. WWT attitude has made me so angry I am willing to pursue this by formal legal action and I am not normally a person to write rants like this or threaten legal action. When people don't listen to you I suppose this is all you have left. Mark A.

Tony Lickiss
Tony Lickiss

A current affair. Followed up by a class action

Letgo
Letgo

I am in the same position. I am travelling from NYC for Japan tour on March 26 and have tried for a week to contact them. No reply. I already have my lawyer drafting a letter of non-response and legal damages. This is the most horrible tour company ever. What will a tour look like with every site we are to see closed. Restaurants are closed. Our trip will consist of being in a bus and seeing sites from a window and room service in hotels. Jeopardizing their customers is ridiculous plus exposing tour guides and bus drivers.. People are saying they cant afford to lose the money and will go - that is crazy. They must cancel. Borders are closing. Countries are closing. People we must unite and demand cancellation.

Roy J.

Roy J.asked

We are booked to go to Japan on the "Jewels of Japan Tour" on the 30th March. The World has now declared a Pandemic as a result of Novel Coronavirus CO-VID19. As such, our insurance company has indicated that we will not be covered for "any" coronavirus related issues (health or cancellation costs).

With even Australian Cabinet Ministers coming down with Coronavirus as a result of external travel, it would seem that travelling to such a high risk country as Japan, which had a very early travel warning issued by the government (exercise high care) and our age, we would be putting ourselves totally at risk physically and financially ($25K+).

We would ask just when WWT are going to cancel the tour at the end of March and refund our costs, given that the Commonwealth and State Governments are now advising travellers to reconsider "any" travel outside Australia unless essential, for the foreseeable future. This includes all their public servants, so how are we different?

We also had a trip booked for Italy for late April, early May and even this early, had no trouble being reimbursed for all our travel costs from these "responsible companies" who it seems, have placed their clients' health ahead of profits (those companies included Qatar Airlines, Silverseas and Insight Tours). These were not inconsequential companies as alluded to by WWT.

9 answers
Yvonne A.
Yvonne A.

We are due to go to Japan on 20th March and Wendy Wu are insisting that all is fine and that they can provide a full itinerary. We feel that WW are just not listening to their customers and have no duty of care. We don't really want to go but we can't afford to lose the money either! I agree with you money is at the centre of this because they have already lost money on China, Vietnam and India tours!

Tony Lickiss
Tony Lickiss

May be time to get a class action lawsuit against WWT happening for complete failure of duty of care.

Jeannie
Jeannie

Not sure how, but feel this will be the only way for WWT to give a response or give any care whatsoever. They are just stating the same "head in the sand" words. Would like to ask WWT about my packing list - they provide meals, accommodation and hotels and what to pack in regard to the weather, but want to know if they supply "body bags" or do we BYO body bags. Another thought, maybe an Urn for Ashes, as cheaper for transporting back to Australia. This is a totally stupid situation for which there is no logic to any part of the non-cancellation of our tours. best of luck and health to all travellers and a refund in the mail.

JLL

JLLasked

I have a tour booked and paid a to Vietnam for the beginning of April, Australian Government has now said to reconsider all non essential travel. Are the tours still going or is Wendy Wu delaying tours. Any help you can give me will be appreciated, thanks JL

No answers
Jeannie

Jeannieasked

Forgot to ask re Japan March tours - what actually are we going to see and do - places we suppose to visit are closing eg Hiroshima Peace Museum - and also Osaka and Tokyo are danger zones with the number of infections - do we stay in hotel. With this in mind how can "tour as usual" be happening - we are not getting the great tour we have paid for and look forward to - encased in face masks and hand sanitizer and afraid to touch anything or breath is not ideal travelling. What is the tour guide gets sick or one of us on the bus - does the whole trip end there as we all would have to be in isolation, or do they just throw the infected people off the bus?? The mind boggles.... It is a shame as we did Wendy Wu all through China and had the most awesome time and would like to remember Wendy Wu in this light as a great tour company. We sympathise with you but feel the outcome for the company could be a greater disaster should the tours go ahead in March.

No answers
Jeannie

Jeannieasked

Japan Tours March 2020 - The World Health Organisation has now declared a Global Health Pandemic and the Australian Government has stated travel should not be undertaken unless absolutely necessary. Should we now get sick in Japan then we would have to be in isolation for now possibly 28 days - legally Japan requires we have to have a month's supply of our medications for this purpose. Also the Australian Government has stated over 70 should stay at home it is that serious. Travelling to Japan would be like entering a war zone of CO-VID19 and of great risk like running the gauntlet - does Wendy Wu now consider cancelling the tours at least for March until a clearer picture can be seen on this pandemic ??

No answers
Dean D.

Dean D.asked

The Australian government has escalated the travel advice today 13/03/2020 essential travel only due to
the health risks associated with the Covid 19 pandemic. We are booked for Japan on 31/03/2020 what is your position regarding the booking given the governments current position advising essential travel only?

2 answers
Dean D.
Dean D.

I had hoped that by now WWT would have furnished us with a response given the fact that the government are advising essential travel only. Im increasingly concerned that we are effectively being asked to continue with a holiday to a country which sites along the tour and as advertised in the itenerary are closed and the duty of care to us as customers placing us at risk. We have paid $20K for this trip and fundamentally the information thats clearly not forthcoming from WWT is implying that we take the holiday and risk, go against the Australian governments advice or lose $20K. I consider my health more important and holiday is not considered essential travel . As such we are not apportioning blame just want some response given the current government advice please.

Sabine N.
Sabine N.

We leave for Cambodia at the end of March. Our Goverment has declared essential travel only, it's not essential it's a holiday, a holiday to enjoy and have fun l am stressed now what would l be like being in Cambodia knowing the risk that l could catch it and hence not be able to leave oh.my god, what do you do then. Come on Wendy Wu be responsible l have always praised your trips and how things are handled but reading the reviews it saddens me that money take precedence over human health. WHO have declared this a global pandemic wouldn't you want to be seen as an agent doing all the right things. People are taking legal action, should it get to that?

Gill H.

Gill H.asked

We are currently in Cambodia and were due to go to Vietnam today but are unable to do so due Vietnam refusing entry to UK citizens. We have been offered an unacceptable alternative and would like to fly home. Where do we stand on getting a refund on our Vietnam part of the trip?

1 answer
Sabine N.
Sabine N.

Stay safe

Dean D.

Dean D.asked

Aside the obvious coronavirus danger.
What about the closed attractions in Japan that we have paid to visit during our tours, if they are not available at the time of travel would this be a further reason for you to cancel tours or would you just change the itinerary on us?
I know that at present there are many closed attractions some of which that are on our jewels of Japan tour. It is very concerning the you can state that 'all Japan tours are scheduled to operate as normal.' when parts of the scheduled tour is not available. I'd love a response to this please. Our flights were originally with Cathay Pacific and they have cancelled flights so if it does go ahead we will have to arrange flights with an alternative airline (if any are flying) via another route.

11 answers
Shadow001
Shadow001

Yes we are in the same situation monitoring attraction closures and raised with WWT, however, we have basically been told that alternative plans will be made if the closures extend. We are 9 days out from departure and do not have a clue what we’re going to see in Japan. I suspect WWT are going to be spending a lot of time in court when all this is over.

Serendipity
Serendipity

Us too. We’re due to fly out on 1 April but WWT are less than forthcoming about what happens if we can’t see what we paid to see and cannot see anywhere else eg Hiroshima Peace Museum etc. However a contract works both ways and in legalese it is frustrated if you cannot see what you paid to see. So if this is the case then one should be able to cancel and receive a full refund. I’m amazed at the current attitude of an apparently highly regarded and expensive tour operator. I will see them in court and f necessary.

Shadow001
Shadow001

Yes this is how we see it too. ACL also provides certain rights to consumers which, in our opinion, is not being met by the provider. We hope that any potential WWT clients are reading how customers are being treated and go elsewhere - just not worth the stress dealing with this company.

Catriona O

Catriona Oasked

Booked on Incredible India Tour for April 3rd. As India have suspended all visa... I am wondering is this tour going ahead?

No answers
Kate M.

Kate M.asked

Due to go to Vietnam on A Wendy Wu tour on 2 April. However I read this morning that Vietnam have revoked the visa waiver scheme (we have a visa anyway as the trip is 18 days) and will not accept visitors from countries with 500+ cases of Covid 19 or 50 cases developing within a week - I think that means travellers from the UK will not be accepted, given the rate at which Covid 19 is progressing. Please advise?

1 answer
Wendy Wu Tours
Wendy Wu Tours AustraliaWendy Wu Tours

Hi Kate M,

All Vietnam tours are scheduled to operate as normal, and the travel advisories are on the lowest level, being ‘Exercise Normal Safety Precautions’. We are aware that at this stage, as an extra precaution, Vietnam have revoked the visa waivers for a few countries. For passengers from the UK, they are now required to obtain a physical visa before going to Vietnam. All Australian passengers require a physical visa as normal and this has not changed.

The temporary removal of the visa waiver scheme is more so as a precaution, Vietnam is still safe to travel to. We are constantly monitoring the situation with our local team in Vietnam and with all of the travel advisories in place.

If you have any further questions, please feel free to call our friendly Reservations team on 1300 727 998.

Kind regards,
Wendy Wu Tours

John B.

John B.asked

Japan uncovered leaving adelaide 31 march to Singapore onto Japan, seems like Japan is high risk to us, could you keep us up to date please

3 answers
Wendy Wu Tours
Wendy Wu Tours AustraliaWendy Wu Tours

Hi John B,

At this stage, all Japan tours are scheduled to operate as normal. The current governmental travel advisories dictate that Australians ‘Exercise a High Degree of Caution’ and do not need to reconsider their travel arrangements in Japan. With this in mind, we are aware of the advisories in place and are monitoring it daily for any further updates. With the health and safety of our passengers at the forefront of our mind, we would not send anyone to a destination deemed unsafe by the government, and by Wendy Wu Tours.

If you have any questions, please feel free to contact our friendly Reservations team on 1300 727 998.

Kind regards,
Wendy Wu Tours

Donna
Donna

I wonder why other companies are more caring about their clients. My mum's princess cruise has been cancelled and she was given 225% credit. I just want to postpone but told this will have financial penalty !!!

Sabine N.
Sabine N.

So is Tripadeal

Concerned

Concernedasked

In all your replies you maintain that "the safety and health of our passengers is our number one priority", but from the list of customer concerns raised, it appears that your priority is to cling on to customers' money and not allow cancellations without penalties.
The government's advice is "DO NOT TRAVEL" to China. Furthermore, the travel insurance companies have declared that COVID-19 is now a pandemic and that travel insurance policies will not cover travellers for this. It is absolutely irresponsible of Wendy Wu to say (on your website) that you expect your April - May tours to "run smoothly without any issues."
1. Will Wendy Wu guarantee customers that they will not contract coronvirus during their holidays?
2. In the event that customers became ill, will Wendy Wu guarantee the emergency evacuation of the coronavirus-infected customer and pay for all evacuation and medical expenses?
I hope that Wendy Wu Tours will stop dragging its feet and take the coronavirus seriously. Customers who are worried about travelling to China because of the virus should be allowed to cancel their tour without penalty.

1 answer
christopher david
christopher david

You are 100% correct.Wendy wu tours will hang on till you cancel so thy can keep your money.

Travelsignposts

Travelsignpostsasked

This re China today (March 8):
"1 April - 31 May Departures
We are expecting our tours to run smoothly without any issues."
Really, you cannot be serious! How can you go ahead with tours when no travel insurance company will provide coverage against coronavirus, i.e. a known event? Frankly, this is simply irresponsible and shirking your duty of care to your clients. The 21 days notice you propose is inadequate to allow people to change their arrangements. Isn't it about time you grasped the nettle and accepted that your best course of action is to refund all clients who wish to cancel their bookings until travel insurance that includes coverage for coronavirus is available (at least the next three months)? Be the good guys, people will remember.

5 answers
christopher david
christopher david

wendy wu tours,is only willing to keep our money.they dont give a crap about,our insurance.our helth.if we go and get sick?we pay not wendy wu.NEVER BOOK WITH THEM AGAIN.

Wendy Wu Tours
Wendy Wu Tours AustraliaWendy Wu Tours

Hi Travelsignposts,

We have been carefully monitoring the travel advisories on a daily basis, where the information provided is relevant to the current day. With this in mind, we have cancelled our China tours up until the 7th of April and will continue to watch the advisories. As the coronavirus is an unforeseen circumstance, this is why the policy of cancelling our China tours 21 days prior to departure was implemented. We are sorry you feel this is not enough time to make alternative arrangements. We will continue to update our website for any further changes.

Kind regards,
Wendy Wu Tours

Travelsignposts
Travelsignposts

Unfortunately you have not dealt with the central point of my comment, which is that you are failing in your duty of care to your clients by continuing to carry out tours in areas where insurance coverage for coronavirus linked events is not available, and especially China, where the Australian (and many more) government's advice is "Do not travel". Do you really expect this advice to change within the next few months and/or insurance coverage for coronavirus linked events to be available?

Janet

Janetasked

We have a Wendy wu Japan trip booked for March 18th 2020.. my dad is 79 in the end stage of prostate cancer, he can't go due to risk of him contracting the virus. I can't get a clear answer from our travel agent or Wendy wu. We just want to credit the trip, he has a very firm letter from his gp stating it would be fatal.
If anyone can advise me what to do, it would be much appreciated.
To say is been incredibly stressful is an understatment. It's a lot of money to have such a flippant response.

11 answers
Angie D.
Angie D.

We’re in a very similar position too. Husband is well enough to do the tour but wouldn’t be sensible for us to travel If he’s at risk of being infected.
Wendy Wu seems to have stopped responding to questions on here.

christopher david
christopher david

the a.f.l has canceled there trip to china, stoping mager events in japan for safty.and you will have no insurance.dont go. WENDY WU. WILL KEEP ALL THE DEPOSITS JUST BECAUSE THY CAN.

Shadow001
Shadow001

We have just been advised by our Travel Agent that if we move our Japan trip scheduled for 22 March 2020 to next year we will need to pay an additional $4,000 each. This is absolutely ludicrous and Wendy Wu should be ashamed of the way customers are being treated at this time. Where is the goodwill? Thankfully WW have finally agreed to cancel our China trip that was to follow on from Japan but, realistically, that is only because it is DO NOT TRAVEL from Australia to China. Very unhappy and will continue to fight ALL THE WAY for a fair outcome.

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