Rocky Mountaineer faces refund calls


Hollie-Rae Brader


Dynamically packaged Rocky Mountaineer bookings cancelled as a result of Covid-19 could leave agents and operators “swallowing substantial losses” due to the supplier’s refunds policy. Agents said the Canadian


operator is “hiding” behind a force majeure clause to claim it isn’t liable for refunds. Multiple agents and tour


operators told Travel Weekly they are footing the bill on these refunds because, as package organiser, they are obliged under the Package Travel Regulations to refund customers. All asked to remain anonymous. Most suppliers are offering a


cash refund as an alternative to vouchers, even if it can only be claimed at a later date. But Rocky Mountaineer confirmed its notes must be used by November 30, 2021, for travel up until the end of 2022, or money will be lost. One agent said: “We are


refunding the money at a substantial loss because it’s the law and ultimately we are the ones owing the customers.” Another agent said some businesses would be “significantly out of pocket, with zero chance of getting money back”.


Rocky Mountaineer says the virus is a force majeure event


Agents said Rocky Mountaineer


was not the only supplier making refunds difficult. However, one said it was “the only operator” offering “no chance of getting your money back”. Some fear businesses will fail as a


result of suppliers not refunding. Rocky Mountaineer defended


its stance, saying “the pandemic and governmental restrictions” constituted a force majeure event. It is offering future travel credits,


worth 110% of the original fare, to be used within two years, and is pegging 2021 and 2022 prices at 2020 rates. A spokeswoman said: “These are


•The Caribbean Hotel & Tourism Association this week wrote to Tui


difficult times. We hope our agent partners and guests understand we are doing what we can.”


•Global Travel Group apologised to its members for a delay in


urging it to settle its “millions of dollars” worth of debts for holidays taken in the winter which it said was a “matter of survival” for hoteliers. Tui said it was discussing “payment plans” with partners.


processing refunds, saying the volume of requests had set it back. It said full amounts were being paid despite some agents raising concerns only partial amounts were being offered.


Travel corridors ‘w Ian Taylor


The government appears close to confirming the opening of ‘travel corridors’ which would allow a resumption of outbound holidays despite quarantine restrictions coming into force on Monday. Industry representatives


we need clarity. There is plenty of engagement taking place, but we need a plan we can all work to.” Gatwick is to reopen its North


Terminal on Monday, but Jet2holidays pushed back resumption of its programme to July 15, from July 1. Home secretary Priti


were seeking urgent clarification after Paul Charles, spokesman for the Quash Quarantine group of 500 travel and hospitality businesses, said: “We’ve received private assurances from senior government sources that travel corridors will be in place from June 29.” Charles told Travel Weekly:


STORY TOP


Patel pledged to publish the scientific advice behind the quarantine as the 14-day


self-isolation requirements for arrivals came into force.


She insisted: “This is all about


health. We’re guided by the science.” Challenged to make the advice


“It’s my clear understanding travel corridors will begin from June 29 and be announced before that date.” An aviation source said: “There has been no official advice [and]


4 11 JUNE 2020


public, she told MPs it was “from the Home Office’s own scientific advisor and will be published”. She said “potential air bridges” form part of “a cross-government response”. The industry source said: “They


have countries lined up [for air corridors]. [But] we need an official announcement that they are going


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