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Collette Issues COVID-19 Travel Update
Wednesday November 25th, 10:00AM (US EST)

In this rapidly evolving situation, we want our guests and travel professionals to have the latest information regarding our tours.

You can find the most up to date details of your tour by going here: Tour Status and Payment. Simply type in your booking number and last name when prompted.

Tour Operations November 1, 2020 and forward

Collette is committed to staying up to date with all public health and local government rules and regulations. The ability to deliver travel is evolving on an ongoing basis, therefore, we will be making decisions to either operate or cancel specific tour dates 30-45 days prior to the planned start date of the tour. At that time, we will be contacting guests to notify them of the status of their tour.

If your tour has been cancelled, you will be offered the option to either travel on a date and tour of your choice, or be provided a refund.

We understand you want to know the status of your departure as soon as possible. We ask for your patience and understanding as we assess tours and the regions they operate in on a daily basis. Any changes to upcoming tours will be communicated to you 30-45 days prior to your departure date.

You can find the most up to date details of your tour by going here: Tour Status and Payment. Simply type in your booking number and last name when prompted.

Should you have any further questions, please contact us at customercare@collette.com and provide your name, booking number and phone number.

Tour cancelations and updates:

  • Departures to China will be cancelled through 2020, and will not operate in 2021.

  • Departures to Russia will be cancelled through 2020.

  • The 2020 Oberammergau Passion Play has been postponed and has been rescheduled to begin in May of 2022.

FAQs

Collette wants to assure guests we are available to answer any questions regarding upcoming travel. If your question isn’t answered in our FAQs below, or you would like more information, sending an email to our customer care team at customercare@collette.com with your name, booking number, and phone number will ensure the fastest response.

Tour Status Questions

You can find the most up to date details of your tour by going here by click Tour Status  You simply type in your booking number when prompted.
Please also visit our terms and conditions page by going to: Terms and Conditions 
Should you have any further questions, please contact us at customercare@collette.com and provide your name, booking number and phone number.

For the remainder of 2020 - payment will be expected upon our decision to operate the tour. Collette is committed to staying up to date with all public health and local government rules and regulations. The ability to deliver travel is evolving on an ongoing basis, so therefore, we will be making decisions to either operate or cancel specific tour dates 45 days prior to departure of travel. At that time, we will proactively be contacting individuals to notify them on the status of their tour.
Should you have any further questions, please contact us at customercare@collette.com and provide your name, booking number and phone number.

You can find the most up to date details of your tour by going here: Tour Status and Payment  You simply type in your booking number when prompted.

You can also find our payment terms and conditions here: Terms and Conditions 

Tour Cancellation Questions

The well-being of our guests and employees is our top priority. Collette monitors guidance provided by the World Health Organization, Centres for Disease Control, U.S. Department of State, and other public and private organizations on a daily basis to ensure we are operating within the most up-to-date guidelines. If we should choose to cancel any tour on the basis of this information, we will contact those affected as soon as this decision is reached.

We plan to resume operations in the locations we visit when it is safe to do so and when we can guarantee that your tour experience will be enjoyable and consistent with our standards of quality.

If we decide not to operate your tour, you can expect us to reach out to you or your travel professional to outline the options available at 30-45 days prior to your scheduled departure.

Many of you have asked us: why 30-45 days prior to travel and not sooner? The environment we are operating in is changing every day, and we want to ensure that the decision we make is as current as possible.

With a high volume of bookings to service and questions to answer, 30-45 days prior to travel ensures that we can appropriately space out any changes that need to be made and ensure that we continue to provide you with the timely, high-quality service you expect from us.

If you wish to cancel your booking or transferring to another tour or date, our standard cancellation policy will apply. Please contact us to review your options. If you have booked your tour through a travel professional, please contact them directly.

Refund and Voucher Questions

We are required to issue refunds back in the original form of payment. If we are unable to do so, Collette will issue you a check. If you paid us using several different forms of payment, these amounts will be refunded back in the same manner they were received. For example, if you paid a deposit by check and another payment by credit card, Collette will refund you the deposit amount by check and the credit card payment to your credit card.

Your refund will be processed within approximately 8 weeks. If you are receiving a refund by credit card, it can take a full billing cycle to appear on your credit card statement once it’s processed. If we issue your refund in the form of a check, you can expect it to take about 10 weeks to receive it.

Your six-digit booking number is the only number Collette needs to reference a current booking, a cancelled booking, or the status of a refund. If you are receiving a voucher towards future travel, these vouchers have your booking number on them.

Collette has a record of all vouchers we have issued and therefore we can easily find your voucher and apply it to your new reservation.

We will apply the full voucher amount to your reservation. If after this is done there is an overage and funds remain in excess of the tour, we will provide suggestions as to how you may use those funds (pre-night, room upgrade, optional excursion, etc.). The overage will remain on your reservation until you depart for your tour. If by this time you have not used the remaining funds, Collette will automatically issue you or your Travel Professional another voucher for this amount. You will not lose the difference!

We will issue you a refund in the original form of payment (in this case, a voucher), less any applicable penalties.

Passport Club loyalty credits that were set to expire in the 2020 calendar year will be automatically extended to 12/31/2021 for all guests. The value of your loyalty credits as of 1/1/2020 will be available to use for travel all the way through 12/31/2021 (with no changes to the value during that time). For travel 1/1/2022 and beyond, your credit will once again be subject to the normal terms. Your credits will automatically adjust on your account. You don’t need to do anything.

For questions relating to the on-tour experience, please click here: On-Tour Questions

On-Tour Wellness & Quality Measures

We’ve consulted with health and security experts all around the world to create enhanced protective measures for our guests. These measures are intended to help safeguard guests’ health and well-being, while allowing for an enjoyable travel experience.

From flexible booking to more open space on the coach and much more – all aspects of travel have been considered. This is The Travelling Well Experience.

Hear from Jaclyn Leibl-Cote, President of Collette, as she introduces The Travelling Well Experience and outlines our key health initiatives.

For full details on all the wellness and quality measures we’re taking before, during, and after your tour, collette.com/travellingwell.

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