A message from Todd Rogers.
To our valued clients and travelers,
April 1, 2020
For many of us, what has transpired this last month exceeded anything we could have imagined. The way we live, and work has taken a sharp detour from what we consider normal. And for many of us, today begins a third week of social distancing and the second week of on-line learning for our children. We are thinking of you and hoping you are safe and well and finding successful ways to navigate these new circumstances.
As we continue to advocate on our groups’ behalf and work to recover the highest refunds possible, we wanted to update you on our progress. We have always prided ourselves on successfully executing student tours. Now our goal has shifted to successfully executing a refund for our groups; and candidly, it’s a slow process. With offices closing, personnel reduced, and very large volumes of payments requested, communication and refunds that typically take 4-6 weeks, are currently estimated to be 8-12 weeks. In fairness to all our travelers, we have to wait until these funds have been received from vendors before we can issue them to groups. Please, hang in there with us.
While we are all looking at the world a little differently these days, the values that bind us as a team and company remain the same: relationships, quality, trust, expertise and accountability. For us, these values become not only the framework of our past but the mechanisms that propel us forward in these rough and unchartered waters.
Bob Rogers Travel is a family owned company, and as such, we don’t have shareholders to answer to, only our group leaders and travelers. Because of this, and the values that unite our company, we truly have your best interest at heart. To that end, we’re not subscribing to general solutions, but treating each group, and each tour, as unique with trip by trip refunds. Thank you for your patience during this process! We can’t tell you how much we appreciate your thoughtful responses and the kind words we’ve received over the last few weeks.
No matter what the future brings us, you, our clients, will always be our focus and our priority. We value you; our employees and our vendor partners more than we can put into words. We are grateful for your friendship and loyalty. We are rising to new challenges and we appreciate your support.
Tami Rogers Co-CEO
Todd Rogers Co-CEO
Bob Rogers Founder
And the entire Bob Rogers Team
Coronavirus COVID-19 — Update
Since our founding in 1981, the health and safety of our travelers has been the number one priority at Bob Rogers Travel. Since then, we have kept our travelers’ safe during numerous worldwide events such as the SARS outbreak in 2003 and H1N1 outbreak in 2009. We have been closely monitoring the situation surrounding the COVID-19 virus, and have been following the guidance posted by the Centers for Disease Control and Prevention (CDC) and World Health Organization (WHO). We are also in close communication with our partners on the ground across the country and around the world.
Recently, we have seen many attractions across the country close their doors due to concerns over the COVID-19 outbreak. Because of this and our concern for travelers’ safety, we are urging group leaders departing until April 30, 2020 to strongly consider postponing or cancelling their trip. This is not a decision we take lightly, as we have never in our 39-year history needed to take this unprecedented step.
Ultimately, we want to respect the wishes of our group leaders, and leave the decision with them. Please contact your group leader for information regarding your specific trip. If your trip is cancelled, we will be waiving our normal cancellation policy, and will work with our vendors to secure the highest refund possible for all our travelers.
Due the volume of the current and expected cancellations, the refund process may take 8-12 weeks to complete. We will remain in touch with group leaders to keep them informed of our progress. We ask for your understanding and patience as we work through this.
Thank you for your continued trust and loyalty as we work through this unprecedented situation.
Bob Rogers Travel
To learn more about COVID-19 visit: https://www.cdc.gov/coronavirus/2019-ncov/
Coronavirus COVID-19 — FAQ
My school has cancelled the trip. How do I get a refund?
Our team is actively reaching out to all of our vendors and suppliers to secure the highest possible refund. Due to the number of companies shut down and the volume of cancellations, this process may take approximately 8-12 weeks. We truly appreciate your patience during this time and will notify your group leader with any updates.
How do I know if my trip is insured?
You would have received an email confirmation from Travel Insured.
If you are still not sure if you purchased an insurance plan, or if you purchased insurance but not sure
which plan you purchased, please contact Travel Insured by emailing [email protected]
If you purchased the Cancel For Any Reason (CFAR) insurance, email Travel Insured at [email protected]
How do I file a claim if I purchased Travel Insurance?
Send an email 72 hours before the scheduled departure date to [email protected] and let them know you wish to make a claim. Be sure to include the following information:
- The trip has been cancelled on my behalf or my school’s behalf
- Policy number
- School name
- Traveler’s name
- Trip dates
- Cancellation date
I sent the email like instructed and Travel Insured sent me a whole list of information I need to provide. What am I supposed to do? Will I miss my deadline?
The deadline was for opening your claim, which you have done! One of the pieces of information they are asking for is how much you were refunded by Bob Rogers Travel. We are currently working with our vendors and are unable to provide you with an answer right now. As soon as we know more concrete answers for your school in particular, we will inform your group leader to let you know. Thank you for your understanding and patience through these unexpected and unprecedented procedures.
Why is it taking so long to get a refund, especially when I have heard of attractions, hotels, etc. that are giving refunds?
Of note, it’s important to remember, “Group Travel” is very different from “Individual Travel”. Group Travel, by its very nature and size, typically offers reduced or special pricing, and unique offers and experiences to accommodate and enrich student groups. Along with these differences also comes a difference in Group Traveler terms and conditions and refund polices. While airlines, hotels and attractions may offer full refunds or vouchers to Individual Travelers, this is typically not the case with group purchases.
We want nothing more than to get back the maximum possible refund for your group, and are advocating on your behalf with all of our vendors to receive refunds. Unfortunately, this process takes 2-6 weeks under normal circumstances. Currently this process is expected to take 8-12 weeks due to the volume of refund requests vendors are receiving, and the stay-at-home orders that have forced many of them work from home. In fairness to all our groups, we have to wait until these refunds have been received from vendors before we issue them to groups
My tour departs after April 30. What should I do?
We recognize that circumstances are changing rapidly, so our recommendation is to wait and see how this unprecedented situation evolves as we get closer to your date of travel.
Will my tour be cancelled?
As we continue to monitor this evolving situation, we will remain in close contact with your group leader to keep them informed of our progress. Please know we are committed to your safety and will not take anyone to a location that is not deemed safe for travel. Your group leader will keep you informed of any updates regarding your upcoming travel.
What should I do if I have a Fan or Friends & Family group?
An email including next steps will be sent to all travelers who purchased a Fan or Friends & Family package.
What happens to my fund-raising dollars?
Any fund-raising dollars that are returned will be sent to the school.
Will you send me the attraction/theme park tickets I purchased?
Individual travelers will not receive tickets purchased. In order for us to obtain a full refund, all tickets purchased for your group must be returned to our suppliers.
In compliance with the stay-at-home order which has been issued in Illinois, our physical office is closed and will remain closed until this order has been lifted (currently planned for April 30th). Though our physical office is closed, Bob Rogers Travel remains open for business during normal weekday business hours through our team working from their homes across the country. The most up-to-date information regarding our response to the COVID-19 pandemic can be found on this website. If you have a question related to our individual payment system, please email [email protected] , and we will work to get back to you within 2 business days. If you have a general inquiry, please email [email protected]. Our call and email volume is higher than normal, so it may take 2 business days to receive a response.