Your liveaboard holiday
Former booking terms
As the COVID-19 pandemic has evolved, so have our bookings terms. This has been necessary for both the business and for you, the customer. For any bookings made prior to 10th January 2022, you can see the terms that apply to your booking below.
Bookings confirmed from 1st March 2021 to 9th January 2022
For all existing bookings, both agent and direct, made between 1st March 2021 and 9th January 2022 we will issue a full refund should the below apply:
- We contact you telling you that your holiday is cancelled.
- You have contracted the virus within 60 days to departure and can provide medical evidence to support this.
- Within 60 days to departure, your final destination country prevents you from entering due to their governmental guidelines and restrictions on your country of residence.
- Within 60 days to departure, your country of residence prevents you from departing due to their governmental guidelines and restrictions on the embarkation point for the liveaboard.
Should you not be able to go on holiday but want to make plans for the future by taking a credit note we will issue you an extra credit equal to 5% of the money you have paid towards your holiday.
- All payments are up to date for your booking.
- You remain open and honest about your COVID-19 country restrictions.
- You remain patient and do not expect answers until 60 days before departure.
We want the world to travel again and we want people diving with us again.
Terms & Conditions
- Our standard Terms & Conditions Apply.
- Refunds will not be issued for credits already applied to existing bookings.
- Refunds will not be issued for credits applied to new bookings after 1st March 2021
- Should your booking be in arrears then no refunds or credits will be issued.
- 5% credit incentive can only be claimed once, has no cash value and cannot be refunded.
- Credit incentive has no cash value, cannot be refunded, is nontransferable and will be cancelled should guests ultimately decide to take a refund of monies paid.
Bookings confirmed between 1st March 2020 and 28th February 2021
For all existing bookings, both agent and direct, confirmed prior to 1st March 2021 we promise to issue a full credit should the below apply:
- We contact you telling you that your holiday is cancelled.
- You have contracted the virus within 60 days to departure and can provide medical evidence to support this.
- Within 60 days to departure, your final destination country prevents you from entering due to their governmental guidelines and restrictions on your country of residence.
- Within 60 days to departure, your country of residence prevents you from departing due to their governmental guidelines and restrictions on the embarkation point for the liveaboard.
- All payments are up to date for your booking.
- You remain open and honest about your COVID-19 country restrictions.
- You remain patient and do not expect answers until 60 days before departure.
Terms & Conditions
- Our standard Terms & Conditions Apply.
- Should your booking be in arrears then the no refunds or credits will be issued.
How do I know if my holiday is going ahead?
If your holiday begins before the below dates we’re sorry to say that your trip has been postponed due to COVID-19. If your holiday is affected we will be proactively contacting you to discuss your options.
All departures departing beyond the below dates are currently planned to go ahead and we ask that all payments be kept up to date as per your booking confirmation.
Vessel | Predicted start dates* |
|---|---|
Galapagos Master | Operating |
Indo Siren | Operating |
Pacific Master | TBC |
Palau Siren | Operating |
Philippine Siren | Operating |
Solomons Master | 21-Oct-2022 |
The Junk | Operating |
The Phinisi | Operating |
Truk Master | TBC |
*It is worth noting that as destinations begin opening, there may still be international travel restrictions in place that affect your ability to reach the vessel. Please continue to monitor any governmental advice and international travel restrictions in relation to your cruise.
Can I reschedule my booking?
We understand that you may want to amend your booking. As we have now introduced our Book with Confidence policy no changes can be made to bookings outside 60 days prior to departure. We have made this decision as travel rules and regulations are changing on a daily basis. Informed decisions can only be made 60 days prior to departure.
Should your home country issue official government rules that state travel will not be allowed greater than 60 days prior to departure then you will be allowed to reschedule your holiday.
Can I change my payment schedule
We ask that all initial deposits and further deposits are paid as per your booking confirmation. For your final balance, if your destination country is not yet operating, then we can postpone this payment until operations begin.
My flights have been cancelled by the airline, can I reschedule?
No, there are a huge number of flight changes and cancellations taking place due to various travel restrictions and demands. However, this does not always mean you cannot fly to your holiday destination. Many airlines and their routes are now different, we can help suggest new flight options for you.
My home country requires me to quarantine after my holiday, can I reschedule?
Please contact us to discuss your options. Quarantine alone is not a reason to reschedule your holiday however we do understand the challenges you may face in doing quarantine. Please discuss your options with us.
What is a credit note?
If you wish to reschedule your holiday, but cannot yet commit to a new date then a credit note has been issued to give you the flexibility to book the holiday of your choice in the future. Please get in touch when you are ready to use your credit note against a new booking.
What are your COVID-19 safety protocols on board?
For all of our operating destinations, we follow local guidelines COVID prevention. These protocols will constantly be updated as per the latest guidance and feedback from customers. For destinations not yet operating, we attend all local government meetings to be informed about possible protocols.
you can read more on our current and potential COVID-19 protocols, testing, and vaccination requirements here.
What are the current entry requirements for my holiday destination?
Entry requirements are changing on an almost daily basis it seems, so we have tried to collate everything into our latest travel requirements page to help.
How can I speak to a member of the Master Liveaboards team?
Our team is currently operating with much fewer staff than normal and across fewer time zones. This means that our phone lines are open for a shorter period of time and you may not always be able to get through.
Our availability by telephone is currently only at the following times:
Thailand Office (GMT +7): 08:30 to 17:00
Thailand Number: +66 763 674 44
WhatsApp: +66 935 744 529
If you cannot get through by telephone, or if you prefer to contact us via email, then we can still be contacted on dive@masterliveaboards.com and through our website on live chat, or via Facebook, Instagram chat and messenger.
We currently have an experienced team assisting with all bookings, though as previously mentioned, their numbers are reduced so please try to be patient. Our staff have many years of experience in managing liveaboard and travel bookings and are more than happy to assist where possible and we will be in touch as soon as we possibly can.
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