Great Train Journeys Advice due to COVID-19

Tuesday, 07 April 2020

Updated 7th April

Due to the current level of inquiry there may be delays in replying we are prioritising inquiry based on customers departing within 14  days and will be in touch with you ASAP. 

 

We will be proactively reaching out to customers whose trains have been cancelled or if travel is not possible in order of departure. 

Please contact the Great Train Journeys team at gtj@raileurope.com.au/gtj@raileurope.co.nz

These terms are subject to change at any time. We will continue to evaluate the situation.

Journey Beyond

For Journey Beyond's official statement and policy please click here

  • At this stage, The Ghan, Indian Pacific and The Overland will be suspended until 31 May 2020
  • Guests with travel booked through to 31 May 2020 will be provided with a credit to the value of 110% AUD of their original booking to re-book their travel for a later date, up to 31 December 2022.
  • Please note: the payment terms and conditions for the 21/22 travel season have not yet been determined, these may differ to the current season, we will communicate this in the coming weeks. 
  • The credit will be available to be used on your new booking, please note the fares may be subject to change depending on the time of year you travel availability and foreign exchange (NZ bookings)
  • Bookings due to travel up until 31 March 2021 can have their final balance payment extended until 21 days prior to departure on request. 
  • Journey Beyond are now working with a reduced workforce, there may be delays in replying to your queries.

 

Rocky Mountaineer

Please see the following link for the most recent Rocky Mountaineer Policy regarding cancelling/amending existing bookings. Please also see here for Rocky Mountaineer's Official Statement regarding COVID-19.

  • All departures from April 13 to June 30 will be suspended
    • Guests on suspended departures will receive a credit valued at 110% CAD of the value of the funds that Rail Europe has paid to Rocky Mountaineer to be used to travel by the end of the 2022 season, must be redeemed by November 2021.
    • Please contact Rail Europe Great Train Journeys team to find out how much credit your booking is due as our payment terms to Rocky Mountaineer differ to what we advise our customers to allow time to process payment. 
    • Rail Europe will also be providing detailed credit vouchers in the coming days outlining the amount you are due. 
    • 110% credit excludes tax on bookings paid in full to Rocky Mountaineer
    • If only the deposit has been paid the 110% will only be applied to the deposit Rocky Mountaineer has on file. 
  • Guests booked on one of Rocky Mountaineer operating departures & would like to transfer to travel in 2021, must make the booking by December 31, 2020
    • All cancellations on operating departures for 2020 will continue to be processed in the form of a travel credit valid for 2020 or 2021.  
    • New bookings for 2020 can be made with a CAD25 deposit.  Final payment at 30 days becomes 100% non-refundable.
    • New bookings for 2021 can be made with a CAD25 deposit.  20% non-refundable deposit will be due November 6, 2020.  
    • The credit will be available to be used on your new booking, please note the fares may be subject to change depending on the time of year you travel availability and foreign exchange

Please click here to read a letter regarding the Rocky Mountaineer credit policy from the President and CEO of Rocky Mountaineer Steve Sammut. 

VIA Rail 

Please see the following link for the most recent news of VIA Rail Cancellations and here for VIA Rail's official statement regarding COVID-19.

If you choose to change your travel plans, VIA Rail have extended their cancellation policy to include all travel through July 1, 2020, to allow you to cancel your reservation at any time prior to departure and receive a full refund in addition to not incurring any service charges, regardless of when you purchased your ticket.

The Canadian service has been suspended until June 1st, 2020.

Golden Eagle Luxury Trains

Golden Eagle are offering passengers to amend their travel dates on the May and June departures of the Trans-Siberian onto a later departure date in either 2020 or 2021 (subject to availability and any price increases).

Unfortunately, the May 3 and May 16, 2020 Trans-Siberian departures have been cancelled due to the severe travel restrictions imposed by governments throughout the world. All passengers affected have been or will be contacted and offered to either cancel their booking or amend to the corresponding departure in 2021.

All tours scheduled for June (Trans-Siberian, Danube Express) are under review and based on the latest information available a decision will be made whether to operate these tours by 31 March 2020. The supplier will review all other departure dates for July onwards in chronological order at some point between 75 and 60 days before departure and advise us accordingly. These departures are currently subject to the standard terms and conditions.

Official statement from the supplier...

Belmond

Belmond are extending the option to postpone the journey to another journey within 1 year of their original travel date.

  • Guests are able to make a decision anytime within the calendar year, in this case guests are able to decide and travel by 30th April 2021.
  • We will be honouring this exact rate for any changes made
  • Guests will have to book the same journey as per their original booking
  • Belmond are currently reviewing every booking and will advise based on latest policy, we will do our best to assist all our guests/customers in this current situation.
  • All guests with reservations for arrival on or before April 30, 2020, will be allowed to change or cancel without charge from Belmond. This includes advance purchase rate and other pre-paid reservations.

New Reservations

All new reservations made directly with us between March 16, 2020, and April 30, 2020, for arrival on or before September 30, 2020, can be changed or cancelled without charge by Belmond up to 7 days prior to arrival. This includes advance purchase rate and other pre-paid reservations.

Official statement from the supplier...

Spanish Luxury Trains:

El-Transcantabrico, Al Andalus and El Expreso de la Robla have cancelled departures in April.

All departures are cancelled for free, 100% of refund, without penalties. In addition, you can change to 2021 with the same Price (2020) or change for a next departure, August, September, October.

Rail Europe will actively reach out to customers whose train has been cancelled. 

Peru Luxury trains

Peru Rail is offering the chance to rebook for a later date at no cost.

If this is not possible a refund will be offered, this measure will be extended for bookings to the 30th April. 

Swiss and Canadian Packages

Please contact us for the conditions on your Swiss or Canadian Package. As each booking involves multiple suppliers we will need to check the individual T&C's before providing any advice. 

Alaska Railroad

Effective 3rd April, the Alaska Railroad is extending the following temporary operational changes for regularly scheduled passenger operations:

 Aurora Winter Train: suspended through end of 2019-2020 winter season

Coastal Classic Train: daily scheduled service begins July 1, 2020

Denali Star Train: daily scheduled service begins July 1, 2020

Glacier Discovery Train: daily scheduled service begins July 3, 2020

Hurricane Turn Train: operates April 2, May 7, and June 4, 2020 while maintaining social distancing requirements in applicable State and Municipal orders related to COVID-19; standard Thursday-Monday service begins July 2, 2020.

Refunds will be processed automatically back to Rail Europe and once received this will be paid to you. Please allow 6-8 weeks for this process to be finalised.

Official statement from the supplier...

The Blue Train

THE BLUE TRAIN SERVICES HAVE BEEN CANCELLED, UNTIL 30 APRIL 2020

The duration of the suspension will again be reviewed in mid-April; pending new developments and pronouncements by the World Health Organisation and our country’s national health institutions, on the status of the COVID-19 pandemic.

The following options for guests with forward bookings still remain;

Immediate cancellation (with no penalties) for guests travelling between (19 March – 31 August 2020 only) or travel at a later date (valid until 31 December 2021).

Postponement of travel till end 31 December 2021 for guests booked to travel after 31 August 2020

For cancellations of travel after the 31 August 2020, The Blue Train’s Standard Terms and Conditions will apply.

ROVOS Rail

Rovos Rail Tours (Pty) Ltd. agrees to transfer any fully paid booking to a future travel date if required by the client (subject to availability); 

The passenger would be responsible for any variation in price based on the cost of the arrangements for their new date.

In the event the passenger did not travel within 12 months from the date the WHO announces the end of the pandemic, their deposit will be forfeited;

Kiwi Rail 

Kiwi Rail has made the decision to cancel their three tourist train services – the TranzAlpine, Coastal Pacific and the Northern Explorer - from 23 March 2020 until further notice. 

Full refunds will be provided for those on cancelled services.

Official statement from the supplier...

Queensland Rail

Queensland Rail Travel are waiving all cancellation and rebooking fees under the following conditions:

  • Valid for all bookings with travel dates until 30 April 2020 (inclusive).
  • This includes all long-distance services, Kuranda Scenic Railway and Gulflander.
  • For rebooking, if the value of the rebooked journey is greater than that of your original booking, the customers will need to cover the fare difference.

Official statement from the supplier...

Rail Europe will honour all supplier cancellation policies in full. Please note a refund will not be paid to you until Rail Europe receive this refund from the supplier. Please note as the situation is changing very rapidly all details published on our website to change until confirmed by the supplier for your particular booking at the time of cancellation/transfer.

Please contact the Great Train Journeys team at gtj@raileurope.com.au/gtj@raileurope.co.nz

Kind Regards Rail Europe Team. 

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