Updated April 3, 2020, at 3:00 Pacific time
From our first trip, now over 41 years ago, Backroads has always been committed to being there to help guests explore the world actively. We are grateful to have been part of a community of loyal travelers who love to explore the world and connect with places in new ways. Our vision has not wavered for a second, even during these unprecedented times. Having said that, with the unpredictable nature of the current environment surrounding COVID-19, possible quarantines and other daily travel restrictions, we are unable to provide the exceptional experiences that our trusted guests have come to expect. We are clear that it is in the best interest of our guests and field staff to suspend all trips worldwide starting now through May 21, 2020.
We’ve faced major challenges (9/11, 2009 recession, SARS) and we’ve come out of each one stronger. That’s not to say that this isn’t a trying time for all travelers. While we remain committed to running trips once conditions and the authorities allow again (and we do have hundreds of open departures with guests signed up), we are keenly aware that everyone has their own perspective on what’s right for them. Therefore, we’ve adjusted our booking and cancellation policies to allow you more time and flexibility to make the right decision for you. This situation is fluid, and as it evolves, so will our response. We’ll continue to be in touch and provide updates as they roll in. For guests on trips impacted by the seemingly ever-changing landscape, we are communicating directly about the changes. We appreciate your trust in us, and we’re here to help find the right decision for you, so please reach out if you have any questions.
We have relaxed, and updated our policies as follows:
WHAT HAPPENS IF MY TRIP IS CANCELED DUE TO TRAVEL RESTRICTIONS: For trips scheduled to depart after May 21, we will be making the “go/no go” decision 30-45 days prior to departure dates (or closer to departure as the situation changes). If Backroads cancels your trip, we will place 100% of your trip funds on account along with an additional $300 credit per guest.
- As of Monday, 3/16/20, we have suspended all trips through 5/21/20. We have reached out directly to these guests.
WHAT IF I’M BOOKED ON A TRIP AFTER MAY 21 BUT AM QUESTIONING IF I SHOULD TRAVEL: Our goal is to provide flexibility so that you can have the time and information you need to make the best decision. At Backroads, we’re offering credits on account that do not expire. We’ve applied relaxed policies during challenging times such as 9/11, the war in Iraq, the 2009 recession and more – and we are happy to do so again for this situation.** We will be reviewing all future departures 30-45 days prior to departure to determine if it is safe and feasible to operate the trip. We recognize how rapidly the situation is changing, so we’re looking at this in real-time.
- If you are booked on a scheduled trip** after May 21, and would like to cancel, you can do so. We will move 100% of your funds to account for a future trip.
- **If you are booked on a Private Trip, Ocean/River Cruise or any other Special Departure* – please call us.
- We have moved final payment from 95 days prior to departure to 65 days for all departures through 10/31/2020 (other than Private Trips, Ocean/River Cruises or any other Special Departure*, please call us).
*Special Departures: Africa Safaris and all ship-based trips.
WHAT IF I’M THINKING ABOUT A NEW RESERVATION: To provide our guests with more time to make their travel decisions, we will not require final payment for scheduled departures until 65 days prior to your departure (previously 95 days). Please call us, we’re here to answer all of your questions.
As we’ve learned over the past few weeks, what makes sense today may not make sense tomorrow. Please understand that we reserve the right to change these policies without prior notice due to this very fluid and unpredictable situation.
In addition to adapting our guest-facing policies, we’re making some needed adjustments internally. We’ve rolled out a work-from-home policy for staff at our main offices and warehouses, and have altered our call center hours. We are open from 8 am – 5 pm PT Monday – Friday.
Being a family-run company ensures that we stay true to our values. I’ve owned and led Backroads since our founding in 1979. We have been debt free for over three decades and remain so today. We have exceptionally strong capital reserves – in short, we’re here to weather the storm. We’ve learned from past challenges how to scale down, or up, as the environment changes. We’ll be here and ready when the time is right for you, be that this season or next or beyond.
We have an experienced and dedicated team awaiting your call to book your next Backroads vacation. Please don’t hesitate to reach out to us if you have additional questions.
We sincerely hope to see you on the roads and trails this season.
Warm regards,
Tom
