Coronavirus Travel Update – May 20, 2020
We are all living through a dramatic period that we cannot control. The global COVID-19 outbreak has caused major disruptions to the travel industry like nothing we’ve seen before. Eurobound has been monitoring its evolution closely with local suppliers and authorities and we are adapting our operations accordingly. While our staff are working remotely, our office is open to assist with rescheduling your clients travel plans.
Naturally, many of you have questions and concerns about how Eurobound is managing cancellations, refunds, rebooking, and travel credits. Below is guidance on your concerns.
If your clients are scheduled to travel with us between now and August 31, 2020, then we have altered our policies as follows. If clients are scheduled to travel after August 31, then all Eurobound standard polices apply regarding payment terms and cancellations. *
During the government-imposed suspension period, clients have the option to receive a travel credit for their trip to be used for future travel, up to 12 months from the original dates of travel.
Travel Credits – If clients reschedule their travel dates or destination to a new trip in 2020 or 2021, a travel credit will be applied/transferred to the new booking. Note, the credit is not redeemable for cash. If the trip is less expensive than the original, then a credit for future travel will be issued for the difference. If the trip is more expensive than the original, then the client is responsible for the difference in price.
Cancellations – As we receive requests for cancellations, they will be processed on a case by case basis. As each Eurobound itinerary is custom designed, we will cancel each component against each supplier’s cancellation policy. Therefore, we are not guaranteed a refund for all components as some components are not refundable, and some may be assessed a cancellation penalty. Note, some suppliers are only offering a credit towards a future booking, not a refund. Hence, the Travel Credits policy above. If a client decides not to rebook, then these credits toward a future rebooking will be forfeited. In addition, France has just passed an order allowing French travel companies not to offer refunds in order to preserve the solvency of companies impacted by the pandemic and to only offer vouchers for the future.
Refunds – If the client decides against a Travel Credit, and wishes a refund, then we will process the request accordingly. Therefore, we’ve prepared a general list of items to help you understand the deductions from refunds as follows. (1) Credit card and banking fees assessed by providers (2) Entrance fees/tickets purchased that are not refundable (3) Rail tickets that are not refundable (4) Supplier cancellation penalty fees (5) forfeitures of future travel credits (6) Eurobound cancellation processing fee – it ranges depending on the complexity of the itinerary (7) travel agent commissions as directed by the agent. (8) Note to both agents and travelers, per the credit card form, deposits are not refundable as approved with client’s signature. However, we are making exceptions to our terms and conditions to refund as much as we can considering the crisis and penalties per above. (9) Final refund amounts must be approved by the agent and client before being processed.
Rebooking – Rescheduling the entire itinerary to a later date is the most beneficial option. Most suppliers are extending their terms and conditions through 2021. Rebooking a new itinerary different from the original may result in a difference in price due to, seasonal rates, supplier rate changes and other supplier policy changes at the time. If travelers request a trip that is more expensive than the original, then they are responsible for the difference in price. If less expensive, then the same guidelines for refunds per above apply.
Timing - During this extraordinary period, we are processing cancellations as quickly as possible. As you can imagine, our process takes a little longer due to the uniqueness of each request. Meanwhile, we ask for your patience while we do everything we can for the traveler, travel advisor and our staff.
*Air – Special conditions apply as controlled by the Airlines. The above policy applies to the land portion of itineraries only.
Staying Safe - Lastly, we are limiting our staff’s exposure to COVID-19 by working remotely from home and by limiting time in our head office for processing transactions. Due to working remotely, as well as a reduction in working hours, accessing us by phone may be difficult. E-mail is still the best and most efficient way to contact the Eurobound staff you are trying to reach, and it may be necessary to set up a specific day/time for a phone call. We are confident we will get through this difficult period albeit with some scratches and bruises. We hope everyone is staying safe and healthy and we look forward to working with you on future travel plans.
Policy Update: Effective May 20, 2020. Policies are subject to change at any time.