Coronavirus Travel Update – September 30, 2020
We are continuously monitoring the coronavirus impact on travel. That said, our close relationships with local suppliers and authorities allows us to remain on the forefront of service. While much of our staff will continue to work remotely, both our US and European Operations teams will continue to operate at pre-pandemic service levels.
Understandably, many of you have questions and concerns about how we are 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 December 31, 2020, then we have altered our policies as follows. If clients are scheduled to travel after December 31, 2020 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 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 pandemic 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 unprecedented time, we are processing cancellations as efficiently 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 and by limiting time spent in our LA office for processing transactions. We are available by phone, however, e-mail is the best and most efficient way to contact the Eurobound staff. We hope everyone is staying safe and healthy and we look forward to working with you on future travel plans.
Policy Update: Effective September 30, 2020. Policies are subject to change at any time.