Dear Liverpool Fans,
First and foremost, we would like to thank you for your patience and understanding with regards to this uncertain situation that all of us are facing at the moment.
As you are probably aware by now, the English Premier League suspension has been extended till 30th April 2020 due to the unfortunate COVID-19 virus situation. The Singapore government has also advice to defer all overseas travel and has issued a Stay Home Notice (SHN) for 14 days upon return to Singapore.
Coupled with the uncertainty of how long the global widespread of the COVID-19 virus will last, it is with deep regret that we have decided to call off the Anfield Expedition in April and in May upon considering the uncontrollable above mentioned factors.
From the English Premier League initial suspension earlier in the week, we have explored all options and scenarios and we have come to a conclusion that it will be in the best interest NOT to proceed with the Anfield Expedition in April and in May for safety reasons of our customers.
You, our customers' safety are our responsibility and it is extended to your loved ones and we don't want to be the source of more COVID -19 import cases upon our return. We are sure that you feel the same way as we do too in this uncertain times.
Below are more information on what and how you will receive the refunds.
As you are probably aware by now, the English Premier League suspension has been extended till 30th April 2020 due to the unfortunate COVID-19 virus situation. The Singapore government has also advice to defer all overseas travel and has issued a Stay Home Notice (SHN) for 14 days upon return to Singapore.
Coupled with the uncertainty of how long the global widespread of the COVID-19 virus will last, it is with deep regret that we have decided to call off the Anfield Expedition in April and in May upon considering the uncontrollable above mentioned factors.
From the English Premier League initial suspension earlier in the week, we have explored all options and scenarios and we have come to a conclusion that it will be in the best interest NOT to proceed with the Anfield Expedition in April and in May for safety reasons of our customers.
You, our customers' safety are our responsibility and it is extended to your loved ones and we don't want to be the source of more COVID -19 import cases upon our return. We are sure that you feel the same way as we do too in this uncertain times.
Below are more information on what and how you will receive the refunds.
How much will we be refunded?
Under the Terms and Condition of the Anfield Expedition,
"All refunds will be assessed accordingly by Matchday Affairs Pte Ltd and its Parent company, Qu'ins Travel & Tours Pte Ltd. If there are refunds to be given, it will be given to you in a form of Refund Vouchers".
However, we are aware that the economy is high likely to be affected and you might be faced with challenging times in the near future, therefore, we have discussed and agreed that it is better to issue the refunds in the form of CASH (Bank Transfer/PayNow) instead.
After carefully assessing situation, we have come up with a flat fee of $200 per person as refunds processing fee. This $200 imposed is for the refunds' transaction processing cost from our partners.
"All refunds will be assessed accordingly by Matchday Affairs Pte Ltd and its Parent company, Qu'ins Travel & Tours Pte Ltd. If there are refunds to be given, it will be given to you in a form of Refund Vouchers".
However, we are aware that the economy is high likely to be affected and you might be faced with challenging times in the near future, therefore, we have discussed and agreed that it is better to issue the refunds in the form of CASH (Bank Transfer/PayNow) instead.
After carefully assessing situation, we have come up with a flat fee of $200 per person as refunds processing fee. This $200 imposed is for the refunds' transaction processing cost from our partners.
Why is the fee $200 and why is it being imposed?
We have made payments for the flights, hotel rooms, transportations and match tickets, however, we are still unclear on what are the percentage of the refunds that we will be refunded and how long it will take for us to get the refunds from our partners.
For hotel rooms, transportation and match tickets, if we were to get refunded, we estimate that we will be refunded 50% to 70% of the amount we paid our partners.
For flights, we can't get cash refunds however, Qatar Airways have agreed to give out Travel Vouchers valid for 1 year from the issuance date.
Under the Terms & Conditions, "due to uncontrollable circumstances........, we will assess accordingly if there is any cause for refunds";
Because the situation we are in falls under uncontrollable circumstances, we should be charging you the balance of the amount that will not be refunded to us from our partners; which is much more than the $200 per person imposed.
However, we have decided that this is being unjust to you, as customers, if we charge you the balance of the amount that will not be refunded to us. We will definitely be facing with many disgruntled customers if we do that. At the same time, it is unfair to us if we are to refund you in full because we are not at fault in this event.
So, after much discussion and carefully assessing the situation, we have decided to just charge the refunds transaction processing cost of $200 per person and we have also decided to absorb the rest of the amount that will not be refunded to us. Although by doing so, we have to incur heavy losses as a result.
Because we placed more importance on our branding, trust & confidence with our customers rather than losing money. Of course, it hurts when we make heavy losses, but we want our customers to know that Matchday Affairs is a brand that is not only reliable, honest and trustworthy but most importantly, transparent in our dealings despite the huge loss that we stand to make after this episode.
On top of that, as a form of goodwill gesture from us, we will be giving each customer a $200 Matchday Affairs Discount Voucher valid for 12 months from date of issuance for future trips with Matchday Affairs.
For hotel rooms, transportation and match tickets, if we were to get refunded, we estimate that we will be refunded 50% to 70% of the amount we paid our partners.
For flights, we can't get cash refunds however, Qatar Airways have agreed to give out Travel Vouchers valid for 1 year from the issuance date.
Under the Terms & Conditions, "due to uncontrollable circumstances........, we will assess accordingly if there is any cause for refunds";
Because the situation we are in falls under uncontrollable circumstances, we should be charging you the balance of the amount that will not be refunded to us from our partners; which is much more than the $200 per person imposed.
However, we have decided that this is being unjust to you, as customers, if we charge you the balance of the amount that will not be refunded to us. We will definitely be facing with many disgruntled customers if we do that. At the same time, it is unfair to us if we are to refund you in full because we are not at fault in this event.
So, after much discussion and carefully assessing the situation, we have decided to just charge the refunds transaction processing cost of $200 per person and we have also decided to absorb the rest of the amount that will not be refunded to us. Although by doing so, we have to incur heavy losses as a result.
Because we placed more importance on our branding, trust & confidence with our customers rather than losing money. Of course, it hurts when we make heavy losses, but we want our customers to know that Matchday Affairs is a brand that is not only reliable, honest and trustworthy but most importantly, transparent in our dealings despite the huge loss that we stand to make after this episode.
On top of that, as a form of goodwill gesture from us, we will be giving each customer a $200 Matchday Affairs Discount Voucher valid for 12 months from date of issuance for future trips with Matchday Affairs.
Refunds for customers taking up the Premiere Package
The refunds will be disburse in two separate components.
Refund Component 1: Flight Voucher: Validity of Flight Voucher is one year from the date of issuance. (We will assist in with the flight voucher)
Refund Component 2: Package Price (amount you have paid so far) MINUS Flight Voucher (value of the flight voucher) MINUS $200 (standard refund processing fees) = $$ Refund Amount
Discount Voucher: Worth $200 valid for 12 months from date of issuance
Refund Component 1: Flight Voucher: Validity of Flight Voucher is one year from the date of issuance. (We will assist in with the flight voucher)
Refund Component 2: Package Price (amount you have paid so far) MINUS Flight Voucher (value of the flight voucher) MINUS $200 (standard refund processing fees) = $$ Refund Amount
Discount Voucher: Worth $200 valid for 12 months from date of issuance
Refunds for customers taking up the Deluxe Package
The refunds will be disburse in one component.
Refund Component: Package Price (amount you have paid so far) MINUS $200 (standard refund processing fees) = $$ Refund Amount
Discount Voucher: Worth $200 valid for 12 months from date of issuance
Refund Component: Package Price (amount you have paid so far) MINUS $200 (standard refund processing fees) = $$ Refund Amount
Discount Voucher: Worth $200 valid for 12 months from date of issuance
Refunds for customers taking up the Lite Package / Match Tickets only
The refunds will be disburse in one component.
Refund Component: Package Price (amount you have paid so far) MINUS $200 (standard refund processing fees) = $$ Refund Amount
Discount Voucher: Worth $200 valid for 12 months from date of issuance
Refund Component: Package Price (amount you have paid so far) MINUS $200 (standard refund processing fees) = $$ Refund Amount
Discount Voucher: Worth $200 valid for 12 months from date of issuance
How are we actually getting the refunds?
As mentioned earlier, Matchday Affairs Pte Ltd & Qu'ins Travel & Tours Pte Ltd have agreed to issue the refunds in CASH via bank transfer or PayNow instead of Refunds Vouchers.
But you will have to come to our office in person for the disbursements of the refunds because we need your signature to acknowledge that we have issued refunds and you have receive the refunds.
For April Customers, please kindly book your appointment with us during this period: 1 April - 7 April 2020
For May Customers, please kindly book your appointment with us during this period: 8 April - 14 April 2020
Please kindly click on the button below to book your appointments. Walk ins are not permitted.
But you will have to come to our office in person for the disbursements of the refunds because we need your signature to acknowledge that we have issued refunds and you have receive the refunds.
For April Customers, please kindly book your appointment with us during this period: 1 April - 7 April 2020
For May Customers, please kindly book your appointment with us during this period: 8 April - 14 April 2020
Please kindly click on the button below to book your appointments. Walk ins are not permitted.