Rocky Mountaineer makes U-turn over refund policy

Rocky Mountaineer has changed its refund policy and agreed to return money to clients who don’t want to postpone their booking.

The Canadian train operator was previously criticised by agents for “hiding” behind a force majeure clause to claim it wasn’t liable for refunds. As a result, agents and operators who had dynamically packaged said they were left “swallowing substantial losses”.

But the operator has now confirmed to Aspire that it has changed its policy in the UK market as it looks “to align with the package travel regulations and support the partners who are required to refund due to those regulations”.

For clients who booked through a travel agent or direct, the operator said it would adhere to “UK-based consumer regulations that require refunds be available”. A refund is now available for these bookings, for those who want to cancel rather than accept a travel credit.

The spokeswoman added: “What this means is that in addition to the option for a future travel credit of 110% value and a price guarantee for rebooking to a similar date in 2021, guests who are on a departure that has been suspended can choose to accept a refund for their monies paid.”

Rocky Mountaineer said it was also looking to support wholesalers and is offering these partners transferable credits which can be used on future bookings.

The brand has pegged 2021 and 2022 prices at 2020 rates as it looks to encourage future bookings.

Clients that take a travel credit get 110% of the original fare and must use the voucher within two years.

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