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We was unable to get into Airlie via plane or coach or car due to flooding in and out of Airlie, which meant we couldnt attend the clipper, which was completely out of our control. We felt customer service wasnt great in supporting this situation they just stated we would have to go through travel insurance to get money back as the boat is still departing. We asked for a voucher as we'd still like to attend another time which they refused and stated it's rainy season this is what happens at times, we wasn't asking for a refund just a voucher. One woman was quite patronising on the phone and we felt like once they have you're money they don't care and you just have to deal with it. This service should have more options available when the situation is out of your control. - via 