Rocky Mountaineer canceled her Canadian rail tour. Where’s her refund? | Travel Troubleshooter

Kay Nelson’s Canadian rail tour gets canceled right after the pandemic outbreak. But the tour operator has supplied by itself permission to keep her money and present only an expiring voucher. Can she get a refund rather?

Q: I want your enable having a refund of $6,339 for a Canadian rail tour from Rocky Mountaineer. Our deal incorporated airport, train and resort transfers, with evenings in Calgary, Banff and Vancouver.

The vacation, which we booked in February 2020 and was scheduled for May perhaps 2020, was canceled by the tour operator due to the fact of COVID-19. Rocky Mountaineer available a 110% nonrefundable credit to use towards a new booking that can be used to the 2021 time and would have experienced to have been utilized by the stop of November. 

I would choose a full refund instead than credit score for a trip we might not at any time get.

Rocky Mountaineer has refused our direct request for a refund. I filed a chargeback via my credit history card, but Visa sided with the tour operator. Is there just about anything you can do? — Kay Nelson, Chapel Hill, N.C.

A: Rocky Mountaineer should really have presented you the choice of possibly a complete refund or a credit. That is the common for a COVID cancellation. Numerous corporations tried using to maintain their customer’s income anyway, with predictable results. 

The tour operator’s cancellation insurance policies on its site are 1-sided when it will come to refunds. They explain to you under what conditions you can cancel and obtain a partial refund, but they don’t deal with a cancellation by Rocky Mountaineer. 

You have to dig deep into the company’s phrases and conditions — and know a very little French — to determine out your legal rights when it cancels a tour. 

Segment 12 says, “Other than as a result of power majeure, Rocky Mountaineer will repay the deposit or prices for the itinerary or, wherever appropriate, a reasonable pro-rata share thereof.” A power majeure is an unexpected circumstance like a pandemic. In other words, if it is an celebration past the command of your tour operator, and if it has to cancel, it gets to hold your money — and, presumably, will offer you a credit score.

It’s challenging to argue with a agreement you have currently signed. But you could have attained out to another person higher up at the tour operator to plead your situation. I publish the names, numbers and electronic mail addresses of the customer provider contacts at Rocky Mountaineer on my buyer advocacy internet site,

But I’m not positive that would have worked. Technically, you agreed to this deal, even while it may have conflicted with some point out rules. And that is why I advised that you attain out to your Attorney Normal to obtain out if the agreement with Rocky Mountaineer could have run afoul of any North Carolina purchaser protections.

You filed a grievance with your Lawyer Typical. In reaction, you read from a law firm representing Rocky Mountaineer. The representative provided you a $1,900 refund for the portion of your vacation that involved some of your lodge stays. That’s significantly less than you desired, but you accepted the refund and will use the relaxation of the credit history for a rail tour future summer.