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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 MAY 14, 2020

Given the growing impact of the pandemic and global travel restrictions, we find ourselves with no choice but to delay the start of our 2020 travel season and suspend our departures until July 31, 2020.

Suspended Departures

April 13 Until July 31 Departures

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 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, 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.

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

Enhanced Flexibility

July 31 Through October 11 Departures

If you are not booked on a suspended departure, we understand you may still want to change your travel plans. To provide you with greater flexibility all the monies you have paid to date can be moved forward to a booking in 2021 with no change fees.

We are holding our 2021 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, 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.

If 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
  • Offer has no cash value and is non-transferable

For full details, please see our terms and conditions

Your Questions Answered

 

Will additional departures be suspended? And how/when will I know if my departure will be suspended?

At this point, we have suspended departures until July 31. We will continue to evaluate the global travel restrictions and government-mandated health measures and mandates that could have an impact on further departures. While we don’t have a projected date on if and when departures will be suspended, we will continue to keep you updated as soon as we have new information. 

 

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

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

If you are on a non-suspended departure and booked through our sales centre: please contact us via email reservations@rockymountaineer.com or phone at one of our phone numbers listed here.

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.

If you are on a suspended departure (April 13 until July 31), you have until November 30, 2021 to make your new booking.

If you are on one of our operating 2020 departures, you can let your Vacation Consultant or Travel Professional know you would like to change your travel date, with no penalty, 30 days or more prior to your current departure. If you would like to travel in 2021, you must make your booking by December 31, 2020.

 

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. 

 

 

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 July, 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  need to postpone the start of our 2020 travel season to July 31, 2020.  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 before July 31, 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, is not transferable, may not be redeemed for cash or other credit, and has no cash value. 

Rocky Mountaineer is also holding its 2021 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. 

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 May 1 and May 29, 2021 for an original departure date of May 15, 2020. 

Updated: May 14, 2020