Frequently asked questions for covid-19 (coronavirus)
Updated on March 14th, 2020
Since our founding in 2003, our number one priority has always been and continues to be the health and safety of our customers. During these 17 years, we have accompanied our groups through all types of situations that have arisen, helping our travelers to discover the world as safely as possible. Given our global network of local partners in all destinations we go to, we have the ability to make adjustments in real time, if necessary.
The current situation around the world is exceptional and seriously affects the tourism industry and the global economy.
Spiritours takes very seriously this pandemic, which is evolving day by day. We must constantly adjust our policies by following the various notices concerning COVID-19.
As we work hard to find the best solutions and assist our customers, our thoughts are with those affected by the COVID-19 situation around the world, including our partners living in the affected communities.
1. What is SPIRITOURS doing in reaction to the COVID-19 outbreak?
For several weeks we have been watching the situation closely, our main reference is always the Canadian government site. We have already postponed the trips for certain groups with destinations affected by the Government of Canada travel advisory, free of charges to change the dates, thanks to the cooperation of airlines and service providers. Right now, with the March 13th announcement to avoid non-essential travel abroad, we are working on other options. The preferred option is to postpone the trips to the fall of 2020, in order to avoid cancellation fees for our customers, as much as possible.
A significant increase in call volume means that we must prioritize based on the departure date.
- For trips departing before April 30th, 2020, you will receive a notice between March 16th and March 20th with more details.
- For trips in May 2020, you will receive a notice by March 27th.
- For trips after June 1st, we will reassess the situation in early April.
Spiritours wishes to assure its customers that we are available to answer your questions regarding future trips, however due to the high number of calls, we prioritize communication through our website and by email. We will continue to assess the situation on an ongoing basis and communicate any changes as soon as possible.
2. What happens if my trip is postponed and the new dates do not suit me?
Lorsque les dates du voyage seront fixées, vous aurez aussi l’option d’annuler si ces dates ne vous conviennent pas, moyennant des frais d’annulation (normalement ne dépassant pas le montant du dépôt initial).
3. Can I get a refund if I want to cancel?
If you purchased cancellation insurance with us (Blue Cross Travel Insurance) before March 12th, 2020, as recommended in all of our documentation and communications with our customers, you are covered by trip cancellation or interruption insurance, provided that an “avoid non-essential travel” or “avoid all travel” warning has been issued by the Government of Canada for the destination you planned to visit after the effective date of your trip cancellation or interruption insurance contract.
For more information visit: THIS WEBSITE
If you have your own cancellation insurance, please verify the terms of your insurance company.
If you paid by credit card, please verify if your trip has applicable insurance and additional guarantees.
If you are not insured, you will have to pay the cancellation fees in force (see our terms and conditions). However, you have a financial protection with the compensation fund for clients of travel agencies which you benefit automatically and free of charge by doing business with a travel agent licensed in Quebec, no matter if you are not a resident of the province of Quebec. You could get a refund under certain conditions.
For your situation to be eligible for a refund by the FICAV, you must meet the following conditions:
- your destination is subject to an official warning issued by the Canadian government;
- this warning was issued after the purchase of your trip;
- and it is still in force 72 hours or less before your departure.
For more information: VISIT THIS SITE
We thank you for your cooperation during these difficult times and we pray that this temporary situation will be restored as soon as possible.
Executive Director, Spiritours