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By clearly communicating your COVID-19 measures and policies in plain terms, you can better manage customer expectations. 

Here are some things to consider.

  • Make your booking terms and conditions easy to find and understand. When things change, adapt and honour the terms of the agreement.
  • If there are cancellation fees, ensure these are clearly outlined prior to a purchase.
  • Stay up-to-date on the latest travel restrictions via COVID-19.sa.gov.au.
  • Meet your obligations under Australian Consumer Law and regularly review your terms and conditions.
  • Communicate early and keep customers updated if things are likely to change. You can remind them of their options and potentially negotiate a fair outcome for both parties.


The Australian Competition & Consumer Commission website has advice for the travel industry.

The South Australian Tourism Commission website provides information for event organisers and accommodation providers. 

Compliance COVID-19 information for workplaces is available from Safe Work Australia.

Access SA Health’s food, hospitality, travel, arts, tourism, events and accommodation guidance information.