Customer Service Update
November 27, 2023
For the past several years since the beginning of 2020, we have been rebooking clients who were unable to travel due to COVID-19 outbreaks. At this time, we are continuing to receive email or phone inquiries for these rebookings.
The travel industry’s and Pacific Holidays’ standard policy is to honor credit within a year of the originally scheduled travel date. For some pandemic cancellations we have already been honoring credit for up to 5 years from the original booking date.
The offers that cancelled pre-pandemic no longer exist. Flights have changed and prices for air and land have changed, most of the time to a higher level. For this reason, in most cases, rebooking requires additional fees.
Over the past few years, we have been patiently rebooking clients for the same trip or sometimes a completely different trip using the credit. We also have had clients who do not accept a rebooking proposal, sometimes multiple proposals on multiple occasions. If clients do not rebook when they first ask for a rebooking, air and land costs continue to go up. We cannot hold rebookings unless clients pay fare differences in full immediately and all tickets with new travel dates are issued immediately.
With costs continuing to increase, it is not practical for our clients and for Pacific Holidays to hold credit for any reason indefinitely. Accordingly, Pacific Holidays will honor credit from pandemic cancellations only for travel completed by December 31, 2024 to destinations that Pacific Holidays covers; any difference in cost will need to be paid. If the credit is not used within this time period, there will be no refund and credit will expire. Credit cannot be applied for travel by air only.
Call Pacific Holidays at 1-800-355-8025 or email email@example.com or your travel agent for additional questions.