The Tourlane Travel Promise
Last updated: December 1st 2020
The coronavirus is present, in some capacity, in nearly every country. This has led to worldwide closures of borders and airports with a gradual reopening happening in different locations around the world. We have a dedicated team of safety, security, travel, and customer service experts that are continuously monitoring these changes and making sure our customers are informed. In fact, during the outset of the coronavirus crisis, we contacted all of our customers immediately and were able to support their safe transport home within a week of their original return date.
For customers interested in booking a trip, but unsure of how to proceed due to the current situation, Tourlane is providing the following to help with peace of mind during the booking and planning process:
Free Cancellation with a Full Refund; applies to new bookings made until December 31st, 2020
24/7 crisis response team ready to help in case of emergency
For new bookings with a departure date in 2021 and beyond made between May 10th, 2020 and December 31st, 2020, you may cancel your complete Tourlane trip (activities, hotels, tours) free of charge up to 30 days before your departure and get a full refund. Flights cannot be included in this guarantee as flight cancellation policies are determined by the airline and fare type. To stay flexible, we recommend that you choose a flexible fare when booking your flight.
For new bookings with a departure date in 2021 and beyond made between May 10th 2020 and December 31st 2020, you may rebook your Tourlane trip (activities, hotels, tours) free of charge up to 30 days before your departure (subject to availability). Rebooking is only allowed once and you must inform us at least 30 days before your planned departure. The rebooking must be for the same trip you originally booked. Any additional costs incurred due to changes in your schedule or upgrades, such as additional fees in high season or upgrades to your accommodation, will still apply. Flights cannot be included in this guarantee as flight rebooking policies are determined by the airline and fare type. We recommend that you choose a flexible fare when booking your flight.
Our customer service team will have contacted you by e-mail to discuss all options in connection with your upcoming booking. If you have not yet heard from our team or have any questions, please check your inbox one more time and then email us at email@example.com.
Our safety team are monitoring updates and changes for all our destinations and our service team are proactively communicating with our customers when locations are opening to tourists.
In regards to travel in 2020, we advise considering the following to help guide your decision:
Can you leave from your planned airport?
Can you leave when you planned? Can Tourlane advise a route, airline, or stopover change?
What are Tourlane’s local partners saying about conditions on the ground?
Are there any hurdles when you return home?
Do you have the updated information you need to make a decision?
View Tourlane’s guide to the safest places to travel once bans are lifted here.
1. An activity or event you booked with us is canceled due to the coronavirus
Our local partners will coordinate alternatives with you depending on capacity and availability.
2. A coronavirus-related event requires your trip to be shortened
We will help change your travel arrangements per your wishes.
3. There is a regional or countrywide shutdown due to the coronavirus that impacts your onward travel
We will help change your travel arrangements per your wishes. If you can’t return on your expected return date, Tourlane will provide up to three days of accommodation free of charge.
4. You have hygiene or safety concerns during your trip
We have high safety standards, including hygiene requirements, for all our local partners. They are included in our partner contracts and have been since early 2019. Since the start of the coronavirus, we reinforced those standards, reviewed local hygiene protocols, and encouraged amending cleaning protocols to allow customers to see the process (e.g. on arrival, seeing how the rental car is cleaned). If you have extra wishes or concerns, we will do our very best to accommodate those.
5. You are subject to quarantine during your trip
We will support finding available accommodation for the duration of the quarantine period, canceling your further plans, and making necessary flight changes if we helped you with your flight purchase. Even if we didn’t assist you in purchasing your flight, we can try and help but in our experience, airlines can be very picky about this. With the flight changes, the airline may charge a change fee and/or a fare differential. We will do our best to negotiate on your behalf; in our experience it depends on the airline, the type of ticket you purchased, and the timing of the change.
6. You contact the coronavirus during your trip
Your travel insurance provider should help with the health aspects of this event. We will support finding available accommodation, if required, for your traveling companions, canceling your further plans, and making necessary flight changes if we helped you with your flight purchase. Even if we didn’t assist you in purchasing your flight, we can try and help but in our experience, airlines can be very picky about this. The airline may charge a change fee and/or a fare differential. We will do our best to negotiate on your behalf; in our experience it depends on the airline, the type of ticket you purchased, and the timing of the change.
7. Your concern isn’t listed here?
Please share it with your Travel Expert or email us at firstname.lastname@example.org
Many countries have different responses and requirements regarding the coronavirus which can change, therefore we strongly recommend the following for every country:
Bring your own reusable mask. It may not be a requirement for your destination, airline or airports though it’s possible it could become one.
Bring a few small bottles of hand sanitizer and packages of sanitizing wipes. These are useful to have for travel, transit, and in the unlikely event you are unable to wash your hands before eating. If you take hand sanitizer on the plane, the bottle cannot be larger than 100ml due to airport security restrictions.
Take a few energy bars on the plane. Service and snacks on the plane may be significantly reduced.
Choose a window seat away from the bathrooms on the plane. It’s the safer seat on a plane when trying to reduce the likelihood of contracting any illness.
If you have any symptoms of the coronavirus before you travel, consult your doctor immediately.
Check this government website regularly and sign up for any updates concerning your destination.
Check the destination-specific websites we shared via email in our booking documentation.
Pre-trip: Confirm with your travel insurance company what coverage you have specific to the coronavirus. For example, there may be limitations or restrictions of coverage if you are quarantined but do not have the coronavirus. There may be limitations or restrictions of coverage if there is a regional or countrywide shutdown as a result of the coronavirus.There may also be restrictions based on travel warnings from the government too. Additionally, the destination you are traveling to may have specific insurance coverage requirements that are needed for entry.
During your trip: Our goal is worry-free travel and we are proud of the health and safety standards our safety team requires for all our local partners. Some health and hygiene measures though, like cleaning and sanitizing schedules, may not be directly visible to you. If you have questions on anything regarding health or hygiene, please share those immediately with our local partners so we can provide answers, or if necessary make improvements, during your trip.