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COVID-19: Keeping You Updated

We understand the COVID-19 pandemic is causing uncertainty for your travel plans. We have been adjusting to the rapidly changing circumstances as quickly as we can to provide you with the flexibility you need and more time to consider your travel plans.

While things may seem a bit uncertain right now, we have persevered throughout our 30 years as a company. As challenging as this current situation is, we know it will not last forever and we will get through it together.

 

LATEST TRAVEL UPDATE - UPDATED JULY 22, 2020

We are incredibly disappointed to share the news of the suspension of our operations through to the end of the 2020 season. We remained hopeful we would be able to operate our trains at some point this season. However, due to numerous circumstances, including the uncertainty of when the travel restrictions will be lifted, we have no choice but to postpone our operations until the scheduled start of our 2021 season.

Suspended Departures

April to October 2020

If you are booked on a suspended departure, we are providing you with a future travel credit of 110% value, pre-tax, of the monies you’ve already paid toward your itinerary, which is valid towards your rebooked travel through to the end of our 2022 season.

We are holding our 2021 and 2022 rail prices at the 2020 level so you won’t experience an inflationary price increase for the rail portion of your itinerary.

If you rebook a similar package, in terms of the components and travel date, and the package price is higher than the 110% credit, we want to assure you that you will not pay more for that package with our price guarantee (please see below for more details).

When you wish to rebook, please contact our sales centre or your travel professional. 

Price Guarantee Details

If you rebook a similar package, in terms of the components and travel date (a 14-day window either side of your original departure date anniversary), to travel with us during our 2021 season we want you to be assured you won’t pay more for that package with our price guarantee.

 

Please note the following:

  • You will not be charged any change fees
  • Your new departure date must be in 2021 and 14 days before or after your original departure date in 2020 (i.e. if your 2020 departure date is June 30, you can book a 2021 departure from June 16 to July 14 in 2021 without additional cost to you)
  • All components of your package remain the same (hotel, transfers, tours, meals, etc,), subject to availability and service class
  • Where the same hotel/room is not available, we will make the best effort to provide a similar product
  • If you booked on promotion it will be carried over to your new booking

For full details, please see our terms and conditions

Your Questions Answered

How do I know what dates the price guarantee will apply to in 2021 and how do I redeem?

If you are booked through our sales centre: you will receive an email with instructions on how to determine applicable dates. 

If you booked through a travel professional: please contact them to rebook your travel dates with the price guarantee. 

 

What if I want to rebook outside the 28-day price guarantee window?

If you would like to rebook outside the 28-day window, please contact one of our experienced Vacation Consultants at reservations@rockymountaineer.com or your travel professional to discuss your options.

 

How and when do I get my travel credit?

The travel credit will be automatically noted against your booking. When you’re ready to rebook, please contact your Travel Professional or Vacation Consultant who will be able to cross-reference your new booking to the suspended booking.

 

Does the price guarantee apply to 2022 departures as well?

No, the price guarantee is for 2021 departures only.

 

I have already rebooked; can I retroactively apply the price guarantee?

Yes, the price guarantee will be retroactively applied if you’ve rebooked your 2020 departure to 2021 already, if applicable. To apply the price guarantee, please contact our team by email at reservations@rockymountaineer.com, call us using one of our phone numbers here or contact your travel professional.

 

Do I have to select my new travel dates right away?

No, you do not need to select your travel dates right away, we understand you may need to time to think about your future travel plans. You have until November 30, 2021 to make your new booking.

 

Will the promotion applied to my booking still be valid when I rebook?

Yes, promotions will be carried to your new booking. Should a better promotion be in market at the time of rebooking, you can take advantage of the current in-market promotion.

 

If I purchased insurance on my original booking, will this get carried over if I rebook?

Yes, when you rebook your travel, we can move your current insurance to your new booking in 2021 and you will not be charged for any insurance premium increase as a result of a change in age.

 

What packages are available in 2021?

To see our available packages in 2021, visit our Find a Package page for all your options. When you're ready to book, speak to your Vacation Consultant or travel professional. 

 

Will there be additional health and safety protocols for future train departures?

Yes, your health and safety are, and always has been, our highest priority. We want you to be confident and comfortable during your travels with us. We are committed to delivering our world-class service to you while ensuring your health and safety throughout your journey with us.  

As government guidelines and industry best practices around the prevention of COVID-19 and other viruses and illnesses continue to evolve, we will continue to update and enhance our health and safety procedures. We will continuously strive to be best in class when it comes to your health and safety.

You can read more about our procedures here.

A Message About our Suspensions

The present COVID-19 pandemic is an extraordinary event, unprecedented in our lifetimes. The pandemic has temporarily rendered impossible activities that, only recently, we all took for granted. These include the ability for persons to travel across borders, or assemble in large numbers. While we at Rocky Mountaineer would like nothing better than to be providing the world-class railtours we had scheduled for April to October, 2020, this is not presently possible given the pandemic. The health and safety of our guests and team members are, and always will be, our top priorities. 

With great regret, we have suspended our operations through to the end of the 2020 season.  We have concluded this is necessary, as outlined in this announcement.

The COVID-19 pandemic, and the governmental restrictions imposed in response, are a force majeure event, beyond the control of Rocky Mountaineer. Force majeure events are addressed in sections 11 and 12 of the Terms and Conditions. In keeping with those provisions, we are allowing guests to rebook their travel to a later date, once the force majeure event has passed.

To those guests who have booked one of our world-class rail tours, Rocky Mountaineer remains committed to providing you with this experience, when it is possible and appropriate to so do.  If you have a departure date in 2020, please contact our team, once you have determined your travel plans and are ready to rebook. Guests affected by the suspended departures will receive a travel credit in the amount equivalent to 110% of monies paid*, which can be used for travel until the end of the 2022 season. The credit must be redeemed by November 30, 2021, may not be redeemed for cash or other credit, and has no cash value. 

Rocky Mountaineer is also holding its 2021 and 2022 rail prices at the 2020 level, so guests will not experience any inflationary price increase for the rail portion of their itinerary. For guests rebooking a similar package in 2021, within 14 days on either side of the original departure date anniversary**, Rocky Mountaineer will guarantee they will not pay more for the new package, including third-party hotels, tours and attractions, due to the later travel date. For full details, see the ‘Price Guarantee Details’ section above. 

These are difficult times for all of us, but we hope guests can take comfort in knowing that, when this crisis passes, the trip of a lifetime awaits them.

We ask guests to call us at one of our phone numbers listed here if you have any questions or concerns. 

*calculated on the pre-tax value.

**for example, a rebooked departure date between August 1 and August 29, 2021 for an original departure date of August 15, 2020. 

Updated: July 22, 2020