Our trip coordinators will be in constant contact with you, informing about any vital changes and restrictions introduced. They will update all trip details with you a month and a week before your group arrival (also earlier every time you feel that you need more information).
In the unfortunate event your trip has to be cancelled, we will be in touch immediately and be able to select one of the possible options on your booking:
Canceling a booking due to the coronavirus situation depends on several factors, including where you are going, your country of origin, the date you plan to arrive, and the reason you are traveling. Individual rules are set by the property with which you made your reservation. Therefore, it would not be appropriate to make one general cancellation policy for all the bookings. Still, before your booking, we will inform you about all the cancellation terms and conditions of a given trip.
If you do it 31 days before you planned arrival and if you change your booking date to one that is available, there may be a difference in price (the price may be higher or lower). This may be due to seasonality or other weekday and weekend prices. If the price is higher, you will have to pay the price difference to the original price. If the price is lower, the price difference will be reflected in your booking.
If your decision is made earlier than 30 days before your group arrival and particular hotel conditions do not state otherwise it is possible. We always extensively inform our customers about particular hotels cancellation policies at the point of confirming reservation. If any attractions admissions have non-refundable terms we also inform about that before booking.
We have introduced new flexible booking policies designed to give you more control of your booking. If you no longer want to travel most trips now offer free date changes and free cancellation up to 31 days before departure. Your exact options will depend on the status of your trip, your booking terms and conditions and how much notice you give your local host.
In majority of situations it is possible, there are only a few examples of attractions such as eg. Auschwitz-Birkenau Museum where it is limited
We don’t want you to have any costs for a trip that does not occur. We will therefore check the situation before any of the prepayments are to be made. In each case we will contact you and together decide about our later proceedings. In majority of such situations cancellation terms and conditions can be renegotiated to give us more flexibility.
We will contact all our suppliers on your behalf to check if it is possible to postpone payment and try to make it as late as possible. Just to give us as much flexibility as possible.
Even once a country has reopened its borders it may still take some time for us to get trips up and running again, due to some restrictions and time needed for our suppliers to reopen their facilities, so we appreciate your patience. Your safety, as well as the safety of our local hosts, their guides and partners, will always be our top priority.
The official advice from your government in this scenario is that if you are able to leave, you should do so.
We will work with your local host to facilitate this as soon as possible and keep you and your emergency contacts informed of the situation.
All expenses for alternative travel, testing, treatment or self-isolation will need to be covered by you. It is important that you have travel insurance that covers such costs incurred due to Covid-19.
With respect to your booking, in extraordinary circumstances like these where your trip has to be curtailed, we will treat your booking as if it were cancelled, and work out an offer of credit towards a new trip, or partial refund based on the proportion of the trip that was cancelled.
You should also contact your travel insurance provider to confirm your options.
If your government advice changes from travel being permitted to now being against all but essential travel, and you are due to travel within 31 days, your local host will have no choice but to postpone your trip. At this point we will be in touch to confirm this and the options available to you.
We will try to help immediately the best we can. Still, depending where you are on the trip it may not be possible to change the route or itinerary.
All expenses for alternative travel, testing, treatment or self-isolation will need to be covered by you. It is important that you have travel insurance that covers such costs incurred.
In this scenario your host is unlikely to be able to offer any sort of refund for any portion of the trip not used.
In extraordinary circumstances like these that significantly affect your ability to join a booked trip, we will treat your booking we will every time negotiate with our suppliers possibilities of full or partial refund. They will of course depend on cancellation policies that we agree on before booking.
You can expect:
All trip organizers that are resuming arrivals will be informed about any changes to the itinerary or inclusions, along with the specific safety measures being introduced on any trip according to current pandemic situation.
If you or any member of your group develops Covid-19 symptoms during a trip, your local host will assist you to get medical attention as soon as possible.
It is important that you have travel insurance that covers medical costs incurred due to Covid-19.
While your local host will assist you to get all the care you require, all expenses for testing, treatment or self-isolation will need to be covered by you.
First of all you should contact the airline to confirm the options available to you, including alternative flights and/or refunds.
We understand how frustrating this can be so feel free to contact your group coordinator in our support team and we will help you to search for alternative flight options too.
We’ll do our best to find a way to get you out on your trip and if that’s not possible move your booking to a later date or convert it to account credit.
Yes. You should always take out comprehensive travel and medical insurance as soon as you book.
This should cover you for the activities you are undertaking and any care you require as a result of injury, including all expenses for testing, treatment or self-isolation due to Covid-19.