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Travel Alert and Updates – Information on travel affected by COVID-19. Read More »
To check live status of your tour or make a payment: Tour Status » Common FAQs » The fastest way to get a response is to email us: customercare@collette.com.
Check out the proactive wellness measures we are taking: Travelling Well »

Collette Issues COVID-19 Travel Update
Saturday, 26th September 12:00AM (AEDT)

In this rapidly evolving situation, we want our guests and travel professionals to have the latest information regarding our tours. We are assessing tours and the regions they operate on a daily basis and communicating decisions immediately. We are closely monitoring guidance provided by the World Health Organisation, Centres for Disease Control, U.S. Department of State, and other public and private organizations to ensure the well-being and enjoyment of our guests and employees worldwide.

 

Tour Operations September 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, so therefore, we will be making decisions to either operate or cancel specific tour dates 30-45 days prior to departure of travel. At that time, we will proactively be contacting individuals to notify them on the status of their tour.

Therefore, for existing reservations and to avoid longer than average hold times emailing our customer care will ensure the quickest response. Rest assured, we will be reaching out during the time noted – 30-45 days prior to departure date..

Tour cancelations and updates:

To check the status of tours departing in September and October, click here.

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

  • Departures to Russia will be cancelled through September 30, 2020.

  • Canadian Rockies by Rail (Rocky Mountaineer) will be cancelled through 2020.

  • Cancelled for 2020: Alaska Discovery, Canadian Rockies by Train (VIA Rail) & Calgary Stampede.

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

 

Guests travelling on affected departures will be contacted and offered the option to either travel on a date and tour of their choice, or be provided a refund.

For ALL other tours not listed above:

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 on a daily basis. Any changes to upcoming tours will be communicated immediately.

Collette wants to assure guests we are available to answer any questions regarding upcoming travel. Please contact us at customercare@collette.com or contact your travel professional.

FAQs

We’re hearing many common questions from our guests. We hope you find the information below helpful to you. If your question isn’t answered here, or you would like more information, please do not hesitate to reach out to us.

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 safety of our guests and employees is our biggest priority. Collette monitors guidance provided by the World Health Organisation, Centers 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 possible.

We are optimistic we will operate tours after June 30, 2020. We plan to resume operations when it is safe to do so and your tour experience is consistent with our quality standards and enjoyable.

If your tour is cancelled, you can expect us to reach out to you or your travel professional to outline the options available to you.

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.

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.

Refund Questions

Whilst we recommend that guests bring their own personal protective equipment they are most comfortable using, Collette will provide reusable cloth face masks to all guests. Masks will be included with pre-tour documents sent to guests a few weeks before their tour departs. Hand sanitiser will be available in the front of the motor coach at all times.

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.

In addition to leaving ample open seats on the coach for spacing out, Collette is working with local partners to help ensure that appropriate physical distancing can be maintained.

As is typical already on tour in locales where smaller groups enhance the experience, guests may be rotated in smaller sub-groups to ensure proper physical distancing and a quality experience.

We work closely with our restaurant partners to ensure physical distancing during meals – tables will be distanced apart appropriately, whilst still allowing for socialising during meals.

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, whilst 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/travelingwell.

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