Travel Advisory - COVID-19. More info.

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britz campervans frontier 6 berth

Covid-19 Travel Advice

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Updated 28th March 2020, 1400 AEST

We’re regularly updating this page with the latest Australian government announcements and how they impact travel with thl (the operator of maui, Britz, and Mighty).  

The COVID-19 situation is evolving every day, so we ask for your kindness and patience while we interpret changes in government policy decisions, and as our reservations crew work through exceptionally high contact volumes. 

PHONE SYSTEM ALERT 28th March 

We apologise for frustrations caused today and over the past few days by our phone lines. Due to our reservations team being New Zealand based, we've had to migrate our phone system to comply with the New Zealand Level 4 lockdown requirements and are still experiencing issues where we are regrettably unable to take calls at all. We understand this is not ideal where there is still a lot of uncertainty around cancellations and amendments of bookings and are doing the best we can. 

If your hire is starting in the next 7 days, and you want to change or cancel your booking
Please email hosts@thlonline.com or use our website chat functionality to get in touch.  

If you are already on the road, and you want to extend or change your booking
Please email hosts@thlonline.com or use our website chat functionality to get in touch. 

If you are already on the road, and you want to get support with your hire or wish to shorten your booking
Please contact On Road Care using the numbers on your key fob. If you’re unable to reach us by phone please email onroadcare@thlonline.com or use our website chat functionality.  

If your hire is starting 8 days or more in the future and you wish to change or cancel your booking
Please send us an email to sales.direct@thlonline and we will get back to you as soon as we can. Due to the high volumes of enquiries the response time is currently 5-7 days regrettably but please be assured that we will prioritise hires for travel that is starting the soonest and process your requests as quickly as possible. 

Thanks for your understanding during these challenging times. We continue to be committed to delivering great service and upmost care for the health and well-being of all our customers and crew.

 

Oysters Family at the beach Salad

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Travel restrictions in place

Entry into Australia

Effective from 9pm AEDT 20 March 2020, only Australian citizens, residents and immediate family members can travel to Australia. All travelers to Australia are required to self-isolate for 14 days, either at home or in a hotel. Restrictions are in place until further notice.

Further information can be found here.

 

Travel within Australia

Many states have or are in the process of closing borders and requiring all non-essential travelers returning or entering to self-quarantine for 14 days. The Australian government has said that all holiday plans, international and interstate should be postponed.

  • Tasmania - from midnight AEDT, Friday 20 March
  • Northern Territory - from 4:00pm AEDT Tuesday 24 March
  • Western Australia - from 1:30pm AWST, Tuesday 24 March
  • Queensland - from midnight AEDT, Wednesday 25th March

 

thl Travel Policy

thl branches are still open for people who are returning their vehicles, for some cases of self-isolation, and for the supply of self-contained motorhomes for people undertaking essential services.    

Returning your motorhome 
  • Please proceed immediately to the closest branch or to the branch closest to your permanent residence to return your motorhome before proceeding home in Australia or to the airport to get an international flight. 

We encourage all travelers to practice social distancing and good hygiene. Official government guidelines can be found here.

Emergency Housing for Self Isolation or Essential Services

Self-isolation 
  • Self-contained motorhomes are a good option for people who need to self-isolate but are unable to do so safely in their current home or living situation.  

  • Motorhomes will need to be parked up at a stationary location and are not permitted to travel around the country. 

  • If you would like to speak to us about this option, please email us on sales.direct@thlonline.com or call our reservations team.
Essential services  
  • We can support essential businesses with self-contained motorhomes for the purposes of essential worker services, isolation / quarantine, or emergency housing. 

  • If you would like to speak to us about this option, please email us on housing@thlonline.com or call 1800113033.

Cancellations and booking changes

For those who have booked with thl (websites, contact centre or branch) 

Please contact our reservations team to discuss cancellation options.

We understand the disruption this is causing to your travels, so we’re currently offering a great flexible travel option for anyone picking up before 23:59pm AEST on Thursday 30th April 2020:

  • Any cancellation fees will be applied as a credit towards a future booking
  • The credit will also entitle you to 20% off the daily rental rate of this future booking
  • The future booking can be made with any thl brand in New Zealand, Australia, or the United States
  • There will be no amendment fees if the location, brand or vehicle differs from the current booking
  • The credit will be valid for 24 months

 

For those who have booked via a travel agent or third party

If you booked with a travel agency or another third party website, please contact them directly.

Safety and wellness

We deeply care about the health of our customers and crew. This is our commitment to you: you will receive a clean vehicle that meets the highest safety standards (including those needed at this time).

Our cleaning and hygiene practices are already robust. We are supplementing them with extra measures based on advice from the World Health Organisation and national health authorities. These extra measures include: 

  • Vehicle cleaning – all our motorhomes receive a thorough deep clean using appropriate disinfectants.
  • Contactless pick-up – we are asking all our customers and branch crew to practice social distancing. We have changed our processes so that you can do the introductory ‘walk through’ of your vehicle without close contact with our crew. And we have a 24/7 on-road care team to answer any questions our customers have with motorhome functionality.
  • Crew safety standards – any crew you meet will have appropriate equipment and training to keep people safe and the thl environment hygienic.

FAQs - guidelines using a motorhome for self-isolating or emergency housing

thl encourages everyone to be familiar with official Australian government guidelines.

We have put together some advice on self-isolation in a motorhome based on our current understanding.

As the Australian government has advised against all non-essential travel, we are interpreting this to mean that if used for self-isolation, motorhomes must be collected and parked in a stationary location for the duration of the self-isolation period. A stationary location could be on a private property or at a campsite or holiday park. If you need to extend your hire due to the level 4 alert, please contact our reservations team to discuss. 

If you are on the road and are looking to extend your trip for self-isolation please email hosts@thlonline.com.

Do

  • Use public transport facilities, and internal flights to get to your point of self-isolation if you are asymptomatic. After the period of self-isolation begins however, you cannot use these again
  • If you are planning on staying at a campsite or holiday park, please call ahead to let holiday parks know that you are self-isolating and to understand their policy on how long you must stay for. Some campsites or holiday parks are not allowing self-isolation
  • Practice social distancing. This includes avoiding close face-to-face contact, standing two metres away from someone, not being in front of them for more than 15 minutes, and avoiding handshakes, hugging or kissing
  • Use supermarket online delivery or “click and collect” services
  • Use petrol station “pay at the pump” services

Do Not

  • Self-isolate in a non-self-contained motorhome
  • Enter into or exit out of any areas that the government may have put into a lockdown
  • Invite visitors into your motorhome
  • Use shared facilities at a campground such as campsite showers, toilets and kitchens. Your motorhome is self-contained and has toilet, shower and cooking facilities
  • Use public bathrooms
  • Use public transport facilities

How does the pick-up/drop off process work?

  • You can catch public transport to the branch. Please practise social distancing when you do this.
  • We have put measures in place to ensure that social distancing guidelines are observed between our customers and crew to keep everyone healthy. Please do not be offended if our crew stand two metres apart from you and keep interactions short. We are also cleaning surfaces and items that you will use more often and encourage you to follow hygiene guidelines, including frequent handwashing and avoiding contact with other people.
  • Where possible, please complete our online self-check-in process before you arrive at  our branch.
  • When you arrive at our branch, signage will help guide you through the pick-up process. Our crew are also available to answer any questions you may have (from a distance).
  • We will need phone and email contact details from you so that we can stay in touch.
  • We are regrettably unable to provide a comprehensive show-through of your vehicle, but we will provide you with information to support you during your trip:
    • The Quick Vehicle Guide located in the passenger door provides functional information about your vehicle.
    •  Our thl Roadtrip App includes show-through videos of your motorhome. You can download it now or at our branch.               
    • If you have questions or need assistance on the road, you can call the On Road Care Team 24/7 on 1300 850 805.

What is the status of caravan parks and camping grounds? 

The Caravan Industry Association of Australia has advised that individual states are responsible for deciding whether campsites and holiday parks can remain open and this is the current status as of the 25th March 2020: 

New South Wales

  • Caravan parks and camping grounds in New South Wales are to remain closed except to permanent residents and their visitors and people who have no other place of permanent residence.  

Northern Territory   

  • Caravan parks remain open however all campgrounds in national parks and reserves remain closed.   

Queensland  

  • Caravan parks remain open for all guests however all camping areas in national parks, state forests and recreational facilities on state owned land must close.  

Tasmania   

  • Caravan parks are to remain closed except to serve residents and site tenants as well as those who do not have a permanent place of residence.  All interstate and international tourists must leave Tasmania by Sunday the 29th of March.   

Victoria   

  • Caravan and camping parks are to remain closed except to people who live their permanently or if they are providing interim abode where the primary residence is not available.   
  • All non-commercial caravan parks and camping grounds in national parks and state-owned land are to close.  

 As of the 25th March 2020, caravan parks remain open in South Australia and Western Australia.