Adventure travel company Explore has announced a new COVID-19 refund promise that will reimburse the full costs of any customer’s trip* in the event that they are required to self-isolate due to COVID-19 and are unable to travel. The company has pledged to waive its usual cancellation charges and offer affected customers a full refund.
Customers who have booked through a travel agent can cancel on these grounds, which might include a diagnosis** within a month of their planned departure or confirmed contact with a case, up to the day of travel itself.
Explore has continued to offer refunds, not only credit vouchers, when requested for any trips they have cancelled due to the pandemic and will continue to do so.
“These are unparalleled circumstances – in almost 40 years of business, we’ve never seen anything like it,” said Joe Ponte, managing director at Explore.
“There’s a need to restore trust and faith in the travel sector, and we believe strongly that a good company does the right thing in the tough times as well as the good. We want people to look forward to travelling with us again. If we can give our travel agents and their customers reassurance that we’ll keep them safe, that their money is safe with us and that, if they are diagnosed with COVID-19 or are required to quarantine, they’ll get their money back, then that’s a good start.”
*Explore will refund the full costs of any small group or self-guided holiday. Its polar voyages are subject to separate, polar terms and conditions.
**Coronavirus diagnosis must have been given within a month of departure date, and the customer must be unable to travel as a result. For full T&Cs CLICK HERE.
