Thank you for your patience. You are important to us.
Due to the high volume of calls and emails we are receiving, please be advised that you may experience long wait times when you call or send an email. We are focused on handling travelers who were booked to depart in March and April. Once we have resolved their travel plans we will contact travelers who were booked to depart in May. Please know that you are very important to us and we understand that this is an extraordinary time filled with lots of uncertainty. But we hear you. And we will do our very best to address your concerns as soon as possible. In the meantime, we appreciate your patience and support. We will get through this together.
Our Employees are Working From Home
Our offices are temporarily closed due to ‘stay at home’ mandates enacted by New York state. But all of our employees are working remotely and remain available to respond to your inquiries. However, please understand that certain processes including assignment of credits and refunds will be on hold until our Accounting team is legally allowed to resume their in-office duties.
smarTours departures through May 31 are suspended
We want to travel! And we know you do too. Unfortunately, we want to give you the best possible experience and right now, we can’t. We regret to inform you that all smarTours trips through the end of May 2020 have been suspended and will need to be rescheduled. We made this unprecedented decision due to recent flight cancellations and changes in flight schedules, cancellations and reductions in operations by land operators and other suppliers and service providers, multiple site closures worldwide, and foreign government and US imposed travel advisories, quarantines and other restrictions in response to the recent rapid spread of the Covid-19 also known as the coronavirus.
What Happens Next?
smarTours makes every effort to fulfill each scheduled departure, and all suspended tours will be rescheduled for a different date or dates. No action is required by you at this time. If your tour has been suspended, we will notify you as soon as the dates for your rescheduled tour have been established.
Don’t Worry, Tour Credit is Available
Alternatively, if you would prefer to not wait for your rescheduled tour and instead take a credit toward any future smarTours tour departing prior to December 31, 2021, we will be happy to accommodate this request.
Let us know by emailing us at email@example.com and confirming your name, date of travel, destination and invoice number, and we will apply a travel credit to your account in the amount of your payments to date to smarTours (less any applicable air fees that cannot be avoided).
In addition, if you decide to use your credit to book a future tour departing in 2020, we will also include an additional $100 per person tour credit that will be applied towards the final payment of the new tour. If you have any questions, please do not hesitate to ask. Unfortunately, this offer is not available for private groups. For more information on private groups, please see below.
If you are departing in June 2020
If you are scheduled to travel between June 1 and June 30, 2020, please note that your tour is currently still scheduled to proceed as planned. However, if you would prefer to cancel it in exchange for a credit toward any future smarTours tour departing prior to December 31, 2021, we will be happy to accommodate this request if you notify us by email at least 30 days in advance of your scheduled departure date. If you wish to do so, please email us at firstname.lastname@example.org and provide your name, date of travel, destination and invoice number, and we will apply a travel credit to your account in the amount of your payments to date to smarTours (less any applicable air cancellation fees that cannot be avoided).
If you are departing in July 2020 or later
If you are traveling in July or later our standard cancellations terms will apply. You can learn more on our terms and conditions page.
For private tours you will receive a message from your group leader and smarTours separately. Terms and cancellation penalties outlined in the private group agreements supersede any cancellation penalties listed here. Please reach out to your private group specialist for updates regarding your private group tour.
Reporting Claims with Trip Mate (travel insurance)
A shelter in place has been ordered for the entire Kansas City metro region where Trip Mate is based and employees are now working from home. Therefore, please report your claims online. It is important that you give an eConsent while reporting your claim. With an eConsent, you agree to receive correspondence electronically. Unfortunately, there will be no one at the office to mail paper claim forms or other documents by USPS.
Trip Mate also encourages you to go online to:
- Review or print your Plan Document: www.tripmate.com/wpf394h or www.tripmate.com/wpf394U
- Check the status of your claims at www.tripmate.com; please have your claim number handy.
- For a step-by-step guide on how to submit a claim online, click here.
Update on CIBTvisas (visas and passports)
Due to mandatory ‘shelter in place’ orders for all residents and the closure of all non-essential businesses, including most Consulates, CIBTvisas has temporarily closed their physical offices in Chicago, Los Angeles, Miami New York City and San Francisco. However, their websites will provide the latest guidance on requirements and consulate availability and their customer service teams are available by telephone at 800-929-2428 or via email at email@example.com. You may also place orders for future travel, but they recommend that you do not send your materials until they contact you that their office is open for processing.
More Coronavirus Information
For more information about the Coronavirus and related travel restrictions, please visit the following:
- State Department Travel Advisory Updates
- Information About the Travel Restrictions
- Center for Disease Control Updates & Information
Finally, Thank You
This is truly an unprecedented situation, and the health and safety of our travelers is, as always, our top priority. We regret any disappointment and inconvenience that these changes may cause, and we greatly appreciate your patience as we work through this extraordinary and difficult time together.
Thank you for your understanding and your patronage. Please stay safe, and we look forward to traveling with you in the future.
An Important Message About Safety
Your safety is our number one priority. smarTours has operated for nearly 25 years by not only choosing amazing, bucket-list worthy destinations at a great value but by ensuring our travelers are safe. We pay very close attention to the State Department Travel Advisories and Warnings and will react immediately when necessary.
Communication on the Ground
We are also in constant contact with our partners on the ground, including our tour directors, before, during, and after tours. If there is a concern in a region, we increase the frequency of contact and can be in touch hourly. We do this directly with our ground partners as we believe they have the most accurate information in-destination and approach your safety with the same care as we do. We have been working with many of our partners for decades, and we have developed strong relationships built on communication and trust.
We will not hesitate to reroute or cancel a tour if we believe your safety is at risk. We have rerouted and canceled tours in the past, and we won’t hesitate to do it again. We will contact you immediately if your departure is affected and work with you accordingly to revise your plans.
Emergency Contact Information
Prior to departure, we always provide you with emergency contact information. If you are already in-destination and there is an emergency, smarTours and our partners will initiate our extensive evacuation plans immediately. The actual plans vary depending on the region and the situation.
Even so, we highly recommend you always purchase travel insurance for any trip you take. You can purchase insurance directly through smarTours or from your preferred insurance provider.
Your Safety Comes First
Seeing the world is exciting and inspiring, and we want you to feel safe before and during your journey. We will always prioritize your safety above all else so you feel confident in your decision to travel with smarTours.