Commitment to Our Community

The safety of our guests and staff is our number one priority and informs all our decisions. In today’s uncertain landscape, we understand that travelers are more careful when managing their travel plans and may have a few more questions. We are here to support you every step of the way.

We continue to monitor the local and global impacts of COVID-19 and are updating our policies and actions accordingly. Click here to read a personal letter from our president, Ina Steinhilber, about how we are choosing never to lose hope.

For Our Currently Booked Guests

Please visit the State Department’s website for a list of travel advisories by country. There is also a Global Level 4 Health Advisory in place.

Reschedule, Don’t Cancel

You may have already heard this mantra being repeated by Travel + Leisure, Afar, Condé Nast Traveler and other independent travel experts. Rescheduling your trip instead of canceling is a great way to support boutique travel operators and small businesses during this unprecedented situation. It also supports the incredible, hardworking guides and rafikis across the world, who, like us, rely on responsible tourism to support their families. And of course, it gives your family something to look forward to during these troubling times.

Managing Flights

If you booked your flights on your own, please contact the airline directly to change or cancel them in accordance with your travel plans. If you booked your flights through our partner, Exito, your trip manager will work with the airlines to change or cancel your flights. Please note that every airline has its own cancellation and refund policies, so we cannot guarantee you will be refunded.

Worry-free Options

Many of our summer guests have already chosen to move their trip to the same or similar dates next year for peace of mind. Should you decide you are not comfortable traveling now, we are allowing unprecedented flexibility. You have until 35 days before departure to transfer, penalty-free, to a future date.* This applies to trips departing before November 30, 2020.

*Please note that guests are responsible to pay any price differences that are incurred with their future trip. This policy applies to select destinations only. Contact us at 800-262-6255 for complete details. 

What If’s

If we cancel your trip:

  • We will offer a 105% travel credit toward a future trip.

Your trip will be canceled if any of the following apply to your destination 35 days before departure:

  • If the Global Health Advisory is still at a Level 4.
  • If the CDC rating for your destination is Level 3 or above.
  • If international borders to your destination remain closed or quarantine is required upon entry.
  • If air travel to your destination is not available.

For New Guests Planning Future Travel

We know that many people are looking beyond today’s headlines and are still planning trips for later this year or for next year.

We are providing extra peace of mind with our Trip Protection Promise:

  • Reserve space and commit to your dream by June 1, 2020.
  • You will be free to cancel at least 35 days prior to departure to receive a 100% credit for future travel.*

*This policy is valid for new bookings on scheduled trips departing before December 31, 2020. This offer ends June 1, 2020, at 11:59 PM EST. Some destinations are excluded from this policy. Please call 800-262-6255 for more information. Additional exclusions may apply.

Commitment to Our Staff

The safety and health of our staff, both in our Boston office and our worldwide family of guides, rafikis and travel experts, continues to be one of our top priorities.

In Boston, our staff has moved to working remotely full time. We continue to work closely with our partners around the world, as we always have. Zoom calls and daily instant messages have replaced the in-person meetings and chatter in our office, but we are all still working diligently to keep travel dreams alive for everyone in our community.

We greatly appreciate your patience as we navigate this difficult situation. Please stay healthy and safe and know that we are working hard to assist all of our guests. Feel free to contact us at any time for any comments, questions or concerns. Our staff is available from 9 a.m. to 5 p.m. EST.

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