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Coronavirus Update

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CRUISE CONTROL- updates on what to EXPECT for your future SAILS...

Smoother sailings with new policies... here is a preview of Costa Cruises, additional cruises have also been modifying their protocols, and information will be updated accordingly.

Learn more about 👉COVID-19: Travel, testing and borders

 

 

APRIL 14, 2021

THERE’S AN IMPORTANT UPDATE!

Air Canada, announced yesterday they have secured a $5.9 billion-dollar aid package 
with Ottawa – an agreement designed around refunding passengers, protecting workers and travelers, restoring regional routes and allowing airlines to purchase new airplanes.

 

What does this mean for you?

Air Canada has therefore revised its booking policy on ALL future travel to the following;
A REFUND option is now available to ALL eligible clients with tickets for
travel dates on or after February 1, 2020 and who purchased before April 13, 2021. 

 

Refunds are available to those customers whose flights were;
a) cancelled by the airline
Or
b) were voluntarily cancelled by the client, for any reason. 

 

Refunds are applicable on:
• 014 Issued tickets – system wide
• Future Travel credits – unused and partially unused
• Customers who previously received an Air Canada Travel Voucher (ACTV), Aeroplan points and eCoupons
(excludes eCoupons issued for goodwill compensation).

 

 

NEW TICKETS PURCHASED AFTER APRIL 13, 2021
In more good news, Air Canada is offering even more flexibility with the following options for new tickets purchased after this date. 
Air Canada will provide an option for a refund to the original form of payment for future bookings made beyond April 13, 2021 in instances where; 
    a) Air Canada CANCELS the customer’s flight 
    OR 
    b) reschedules the departure time by more than three hours. 

 

Clients may alternatively choose the option of accepting ;
a) an Air Canada Travel Voucher (ACTV) 
or 
b) Aeroplan points with a +65% bonus.  

 

In addition, beyond this date customers who make voluntary changes (meaning changes requested by clients and not involuntary by the airline due to grounded flights, or schedule change of more than 3 hrs) are allowed refunds as per the fare rules of the ticket, however the airline has extended its existing goodwill policy so customers can make a one-time change without a fee for all new or existing bookings made through May 31, 2021 for original travel until May 31, 2022.

 

*Please note any booking/ticketing or admin fees associated and applicable to your booking are non-refundable and will be indicated on your invoice. 

_____________

 

The Next Steps… How to make a new request for REFUND, Voucher or points. 

 

We will be contacting clients in order of departure date, however you are free to notify us immediately, via A EMAIL (to your original booking agent) in order for us to take care of this for you in a timely manner.
Please note this serves as your formal notice,
responses received AFTER 11:59 pm EST on June 11, 2021 under above mentioned terms will not be accepted,  and your request for a refund will be denied by the airline.
Please e-mail your agent with the following information;
  • Your Rome Travel Agency inc. INVOICE #
  • Name on file of lead passenger/group leader
  • AC Ticket# or PNR(Locator):
  • Phone Number#
Please respond with the following  codes (See below) in the =>>subject line, AND
in the =>> body of the email to indicate which option you would like to proceed with.
This relates to entire booking (all passengers on file) should one or more passengers on file have different requests, please specify.
  • RFND (Refund)
  • ACTV (Air Canada Travel Voucher)
  • AERO (Aeroplan points +65% Bonus points
We’re working hard to process incoming requests as quickly as possible. Due to the high volume of requests, files will only be processed, in the order in which they are received and we will notify you via email when it has been processed. There’s no additional action needed on your end. Should you wish to followup on a status of your refund/voucher or points, please allow 3 months after your receive our initial notification that it has been processed/submitted. If there is an issue with your file, we will contact you immediately.
Thank you for your patience and understanding.

 

Please read below for some helpful information and commonly asked questions.

Bringing you information on
COVID-19 UPDATE- March 19, 2020
Dear Traveler,
Many of our clients have questions about both existing and future travel plans.
Ontario has officially declared a state of emergency in response to COVID-19 while Ontario Premier Doug Ford made the announcement this morning outlining his government’s plans to “flatten the curve” and help stop the spread of the virus.
Prime Minster Trudeau also introduced new measures including closing the border to most non-citizens (diplomats, air crews, and U.S. citizens are still allowed in), mandating airlines to ban all travelers who present symptoms of COVID-19 from boarding and limiting overseas flights to four international airports in Montreal, Toronto, Calgary and Vancouver.
Domestic flights and flights from the U.S., Mexico, the Caribbean and Saint Pierre and Miquelon will not be impacted by this measure, the PM noted (as of March 17, but can change at any time). Trudeau said Monday, during his speech, “If you are abroad at this time, it’s time to come home”.

Caution and Concern; Answering your COVID-19 Travel Questions
First and foremost, the fact that you are working with one of our professional Travel Agents means you are in the best possible position. Our number one priority is to ensure you are taken care of before, during and after your travels. We are your advocates, and we are here to help you make travel decisions best suited to your personal needs, both now and in the future.
Our number one priority is making sure you, our client, are fully supported in your travel decisions. We are in constant communication with industry leaders and receive regular updates from our local representatives. This helps our Travel Agents help you to make educated and informed decisions regarding your travel plans.
If you have any questions or concerns, please don’t hesitate to contact us. We operating by phone and by e-mail with regular business hours for the time-being. Please bear with us as our staff members are working tirelessly during this time of need to get back to everyone in a timely manner.
We’re confident the travel industry will return to normal in due time. But for the time being, we recommend seeking out the facts, trust your expert Travel Agents for guidance, and keep healthy following government advisories.

1. “Flexible” change policies & Future Travel Credits

    Please note, travel providers are not obligated to provide monetary refunds. Most are imposing Future Travel Credit and/or Waivers of Change and Cancellation Fees, plus adding bonuses.

 

Please click below for more information:
SUBJECT LINE : CX-COVID19-(and the DEPARTURE DATE)

 

*This is indicated with specific dates and each carrier has its own terms and conditions, and is valid to/from specific dates, and can change at any time due to further cancellation by the carrier themselves who will no longer operate. Once initial option is accepted by the traveler, additional requested changes may incur fees. Consequently, if your request is to cancel under a certain term, it cannot be reverted to a new policy in place in the near future. Furthermore, please note until further notice we are not charging admin booking fees or change fees, though some software/booking engines require a cancellation fee, and each client will be advised if this applicable to them.

 

2. Insurance means Assurance

We recommend you contact your credit card company, and or employer benefits, and find more information under what is covered for your current, and/or future travel plans, how/when coverage will take affect, when the policy can be applied (including exceptions- and more importantly if COVID-19 would be covered) and the value/amounts of coverage, and of course, in any event, all the necessary steps required by you, to submit a claim. Please be aware that some insurance companies no longer cover for cancellation/interruptions occurring as a result of COVID-19, and some limitations might also extend as far as medical coverage, depending on each individual policy. If you have already purchased CHANGE OF MIND or “CANCEL FOR ANY REASON”” (CFAR) coverage, before the travel advisory, you will be covered. For those who did not have this type of insurance, change fees and cancellation fees are still applicable, as per regular terms and conditions. Moreover, as there is no provision in the Act or the Regulation that requires us to provide a refund or offer alternate travel services because a government advisory has been issued, some suppliers of services (hotels, cruise, airlines etc.) are making every effort to extend a gesture of goodwill to its travel agents and their clients. However, depending on the situation and in some instances, we regret we may not be able to provide compensation in whole or in part (and change fees or difference in fare may apply) while regular policies will be in place.


3. No Fly = No Bueno

It is important to note that an increasing number of countries, as well as cruise lines and airlines have stopped operations until late April early May and therefore, are not operating or only servicing specific destinations for repatriation. When Canadians do return, they are subject to undergo several screenings, and are either brought into quarantine centers (military bases) or asked to self-isolate (stay at home for 14 days after their arrival). Some countries are denying entry to visitors who have recently been to countries that are more significantly affected by the virus. Because the situation is evolving rapidly, it is the client’s responsibility to regularly check the restrictions put in place by the border authorities of the country they are planning to visit or carrier they are traveling with as well as the Government of Canada’s website (CSD).

 

4. Keep Informed:

Important and Official Information from Authorities
As you’ve most likely seen, there is an endless amount of Corona Virus news circulating, making it easy for misinformation and rumors to surface. We rely on a number of reliable sources for accurate information, and we’d like to share them with you:

Association (IATA)


5. Keeping Safe Starts at Home:

If you or someone you know are concerned about your health (travel and non travel related) contact Ontario Ministry of Health Officials say you should always call 1-866-797-0000 before going to a health care provider.

 

Symptoms and Signs

 

The first GTA based assessment centres* are open at:
·       Trillium Health Partners in Mississauga (open now)
·       North York General Hospital (open now)
·       Michael Garron Hospital in Toronto (open now)
·       Women’s College Hospital in Toronto (open now)
·       Humber River Hospital in Toronto (open now)
·       St. Joseph’s Health Centre in Toronto (open now)
·       St. Michael’s Hospital in Toronto (open now)
·       Mackenzie Health in Richmond Hill (opening)

 

6. If you MUST TRAVEL… then travel SMART

Your safety is our top priority, which is why we are closely monitoring the progress of the Coronavirus (COVID-19) through the updates issued by government authorities. If you are planning to travel in the future, we invite you to register for the Registration of Canadians Abroad service and to download the Travel Smart App to receive important information and warnings while you are away.

Connect with us to get early access to all the best deals on everything from Airfare, Cruises, Tours and All-Inclusive Vacations.


-Released MARCH 16, 2020 –

CRUISE CONTROL [Update COVID-19]

All major ocean cruise line members of Cruise Lines International Association (CLIA) will suspend operations from and to U.S. ports of call for at least 30 days, a move made in cooperation with the U.S. Government, to help combat the spread of coronavirus (COVID-19).
The suspension was issued on March 13 at 12:00 a.m. EST. Those ships currently at sea will return as soon as possible to disembark guests.
Kelly Craighead, the president and CEO of CLIA, made the announcement on Friday evening, calling the current public health crisis “an unprecedented situation.”
“Our industry has taken responsibility for protecting public health for more than 50 years, working under the guidance of the U.S. Centers for Disease Control and Prevention, and prides itself on its ability to deliver exceptional vacation experiences for guests, as well as meaningful employment opportunities for crew. This has been a challenging time, but we hope that this decision will enable us to focus on the future and a return to normal as soon as possible,” she said in a statement.
The news follows earlier announcements by a number of cruise companies, including Norwegian Cruise Lines Holdings and river cruise companies across the board, to suspend operations to help combat the spread of COVID-19 both at home and abroad.


Floating Options In a Sea Full Of Questions

The situation is changing by the hour and it’s impossible to keep up with a moving target that’s closing down countries. But unprecedented efforts to control the enigmatic virus have made what should be a time to look forward to a spring or summer getaway into an exercise in scanning headlines about how you can’t get there from here.

At the moment we have hundreds of clients who have upcoming departures, in the following weeks and months.

We are prioritizing our responses by departure dates. This is the optimal way to control wait times and get to clients who are departing sooner rather than later. Our office is also adhering to the rules and policies set in place by the airlines/cruise lines and travel providers.

Please try to remain calm and be patient with us as we handle this influx of cancellations and inquiries. 

Thank you for your understanding,

 

-Released MARCH 10, 2020 –

 

Dear Valued Client:

 

We have recently received inquiries from our clients’ upcoming travel plans, in relation to the the Coronavirus (COVID-19) and the Government of Canada’s travel advisory. Until further notice, the advisory specifies “the red zone”: 11 municipalities in the Lodigiano (Lombardy area) and one municipality in the Veneto region,which makes up only 0.005% of the Italian territory.

 

In these particular cases, some airlines are using “flexible” change policies for example: Air Canada reservations, purchased on or before 27 February 2020, with travel dates between 27 February and 31 March 2020, a request for future voucher equal to the value of their purchased vacation (otherwise difference in cost applies), can be used until 31 May 2020.

 

We would like to remind our clients, that we are following the Travel Industry act guidelines, and adhere to Ontario Regulation, therefore please read below.

 

CANCELLATION/ INTERRUPTION
As always, we strongly suggest that clients purchase travel insurance at the time of booking.
Regarding the CORONAVIRUS (COVID-19), for instance, if you have already purchased CHANGE OF MIND or “CANCEL FOR ANY REASON”” (CFAR) coverage, before the travel advisory, you will be covered. For those who did not have this type of insurance, change fees and cancellation fees are still applicable, as per regular terms and conditions. Moreover, as there is no provision in the Act or the Regulation that requires us to provide a refund or offer alternate travel services because a government advisory has been issued, some suppliers of services (hotels, cruise, airlines etc.) are making every effort to extend a gesture of goodwill to its travel agents and their clients. However, depending on the situation and in some instances, we regret we may not be able to provide compensation in whole or in part (and change fees or difference in fare may apply) while regular policies will be in place.

 

BALANCE DUE ON PREVIOUS BOOKINGS (45-60 DAYS PRIOR TO DEPARTURE)
We realize some clients are “on-the-fence” about traveling but we do remind them that BALANCE DUE dates are still valid, and that current bookings fall within the regular terms and conditions. Therefore, unless clients explicitly state in writing about cancelling or changing a reservation, within the specified time of their due date, failure to communicate on the status of their travel and not paying the remaining balance, will automatically cancel the booking within 48hrs of payment due date.

 

NEW BOOKINGS (Bookings made on or after March 02, 2020):
Prior to reserving travel services, our staff shall bring to the clients attention any conditions that our staff have reason to believe may affect the customer’s decision to make the purchase. This would include any safety concerns relating to the travel destination at the time of booking, regardless of whether or not the government has issued a travel advisory for that destination.

 

It is important to note that an increasing number of countries and cruise lines are currently imposing quarantine or denying entry to visitors who have recently been to countries that are more significantly affected by the virus. Because the situation is evolving rapidly, it is the clients responsibility to regularly check the restrictions put in place by the border authorities of the country you are planning to visit or the cruise line you are travelling with as well as the Government of Canada’s website.

 

Rome Travel Agency Inc, will not be held liable and will not assume any expense in the event that you are refused entry into your country of destination, or on your cruise ship due to these restrictions.

 

Your safety is our top priority, which is why we are closely monitoring the progress of the Coronavirus (COVID-19) through the updates issued by government authorities. If you are planning to travel, we invite you to register for the Registration of Canadians Abroad service and to download the Travel Smart App to receive important information and warnings while you are away.

 

 

Thank You
ROME TRAVEL AGENCY INC.