I'm a Zimbabwean national living in Australia with my partner waiting for PR visa. We booked a 7 day luxury trip to Bali which amounted to over A$4,200. At the time of the booking in July there was no visa requirements for me to enter but 3 months later at the flight desk, to my surprise there was a change in the visa requirements for certain passport holders which included Zimbabwe. How many time ls should a reasonable person check their visa requirements prior to a flight? Asking for a friend... Suffice to say I was unable to board the flight and as such everything had to be cancelled. We purchased Covid Cover but have been informed by Luxury Escapes and Xcover that they cannot do anything as being updated on visa requirements is our responsibility. For a company that calls itself luxury Escapes they sure do not provide any luxury customer service as I was bounced around so many different departments and had the matter escalated to management only for them to repeat the same thing that it was our responsibility. As a travel agent there should be some level of care on their behalf to update clients on the changing policies of the destinations they advertise. Especially when you pay thousands of dollars for a trip. If you want to keep our money, that's fine but rest assured I will spend as many hours as it takes me to make that $4,200 back warning other potential clients from engaging you as a company. Thanks for nothing.