16 April 2020

Hero industry announcement regarding Coronavirus COVID-19


To our valued industry partners

We hope this message finds you healthy and staying positive in the midst of the COVID-19 crisis.

The global travel industry has been hit hard, and like many of you we’ve initiated contingency plans in our organisation to ensure stability throughout this period, and to retain jobs wherever possible.  We have also launched initiatives to pro-actively support our industry.

To assist operators, Hero has encouraged agents to limit the volume of customer cancellations by suggesting a switch to flexible, open-dated tickets, with an extended validity of 24-months.  

Operators due to receive funds from Hero for all completed bookings have now been paid, although a 21-day delay on payments has been enforced to validate and process the huge amount of refunds being entered into the platform.

To support agents and their customers, Hero has processed all refunds due in full, although some delays were again caused by the sheer number of refunds being requested.

Throughout this time Hero’s mission has never been more clear:  To build innovative technology solutions to enhance the way the travel industry conducts business, and to support both agents and operators in how they transact.  We are a solid business that is still open for business, and are here to support you in any way possible during this challenging time for us all. 

If you need anything please reach out to our team at [email protected] or via live chat within the Hero platform.  Alternatively please call James or Dan directly if you wish to speak to either of us.  We appreciate all of your continued support, and wish you and your family good health during these extraordinary times.  We’re excited for restrictions to be lifted, and for Australia to once again become a destination of choice for many travellers.  

We’ll be ready and waiting.

Dan Lucas & James Clay
Co-founders, Hero