Adventure travel company Explore has announced a new COVID-19 refund promise that sets out to reimburse the full costs of any customer’s trip*, where they are required to self-isolate due to the Coronavirus and unable to travel.
The company has pledged to waive its usual cancellation charges and offer affected customers a full refund, which will also cover the cost of any flights booked through Explore.
Customers 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.
Joe Ponte, Managing Director at Explore, says’ “these are unparalleled circumstances – in almost 40 years of business, we’ve never seen anything like it. 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. And if we can give our customers some reassurance that we’ll keep them safe, that their money is safe with us and that, if they are diagnosed with Covid or are required to quarantine, they’ll get their money back, then that’s a good start.”
Explore has continued to offer refunds when requested for any trips they have cancelled due to the pandemic, and will continue to do so. The company has been recognised several times by the consumer champion Which? for its refund policy. The addition of the COVID-19 refund promise means that anyone required to self-isolate at short notice will have their money protected. This is all part of the company’s Book with Confidence pledge, to ensure customers can continue to book and travel with confidence with Explore.
*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, see explore.co.uk/book-with-confidence/covid-19-refund-promise
Mark Bibby Jackson
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