As you can appreciate during the unprecedented events surrounding COVID-19, the travel industry as a whole and small family-run businesses such as Through Eternity Tours in particular have been hit exceptionally hard by these unprecedented times. With global travel completely on hold as we observe stay at home orders to protect our families and loved ones, companies and international authorities have been working around the clock to come up with responses that will protect the livelihoods of millions of hardworking people caught up in these challenging events.
And so, in order to protect the survival of companies working in the travel industry, on Tuesday, March 17th 2020, the Italian government passed legislation authorising tour operators, travel agencies, museums, transportation providers and hotels to offer credit vouchers of the same value as the original reservations in lieu of cash refunds for cancellations occasioned by the disruption caused by the Coronavirus outbreak. For the full text of this legislation, please refer to article 88 on page 48 of the Gazzetta Ufficiale of the 17th of March at the following address:: https://www.
As a result, the previous Cancellation Policy (https://www.througheternity.
As travel restrictions were progressively adopted around the world and our tours were disrupted, we initially began to process refunds as requested by our clients. However, after the March 17th legislation came into effect, our company encountered a new and unforeseen difficulty: our various suppliers - from ticket vendors to museums and archaeological sites, from car service providers to train companies - all began applying the new government decree. This meant that we found ourselves in receipt of travel credits for the array of future services that we book in order to ensure the smooth-running of our tours, whilst at the same time having to refund our clients’ payments in full.
As we are a small, family-run business, this imbalance would have bankrupted Through Eternity Tours within a matter of days, leaving our dedicated team of employees jobless and destroying everything we have worked so hard to achieve over the last 20 years. And so after careful consideration as to the best course of action, we have decided to abide by the new government legislation and will be offering travel credit as recompense for services cancelled in the wake of the Covid 19 pandemic.
We are obviously aware that the updates to our cancellation policy may cause further frustration as you deal with the fallout of all the disruption being caused by the pandemic, but we hope you understand that we are forced to make difficult decisions in order to ensure the survival of our business and the livelihoods of our staff. By adopting these measures, we will be able to put our business in hibernation until the world has recovered from this crisis and people are able to travel around the world again. This means that we will be able to save our business, our employees’ jobs, and - most importantly of all - the money you have spent on your tours. We will be ready to spring into action and serve you again as soon as is humanly possible.
You, our clients, are the lifeblood of our company, and we are committed to doing all that we can to make this situation as palatable as possible. Therefore we commit to the following course of action:
* We will eliminate the expiration date envisioned for the credit as set by the government (which was December 31st 2020) and make your voucher/travel credit redeemable indefinitely, for any date in the future.
* With that credit you will always be able to book the same tour(s) that you originally reserved (even if the price increases in years to come) or similar tours of the same retail value anywhere else in Italy where we operate. If additional tickets need to be purchased for the new tour, we will update you with the surcharge for these new tickets.
* The travel credit will be fully transferable: that means you can give the travel credit to any family members, friends, or anyone else you choose if they happen to be coming to Italy. Simply let us know and we will update the name and details of the reservation.
* When you are ready to officially cancel your current reservation, we will move your booking to our ‘’credit list”. You will then be able to reschedule, update, or gift your tour at any time by contacting our office team, who will always be on hand to assist you.
We would like to sincerely thank you for your continued support and understanding as we navigate these unprecedented times together. Together we will survive these difficult days, and when the world has healed we will be here ready and waiting to welcome you back to Italy with open arms, showcasing the beauty and pleasures of this wonderful country as we have been doing with such passion for the last 20 years.
We at Through Eternity wish you well and are looking forward to seeing you in Italy.