Dear Valued Client,
We are trying not to inundate you with COVID-19 updates. Our inboxes are already full—combined with continued endless media coverage. Based on growing unease in the United States and across the world though, we fully understand and respect that you are concerned about the Coronavirus and your future travels. It’s important that we do stay in touch based on its profound impact.
In addition to our customers, our focus has been on the health and safety of our Team, who makes the Frontiers magic happen, and of course, on our friends and suppliers impacted by this virus. It’s been all hands on deck as our staff has worked tirelessly to help our clients get home from a number of countries that have been closing their doors, such as Argentina, Chile, and the Seychelles… to name a few. Of course, we have also counseled clients through the decision-making process of canceling current travel plans.
We have received a number of accolades, testimonials, and words of encouragement from our clientele for the extraordinary efforts our staff members have made on their behalf. This is a time for gratitude, kindness, and empathy; we are humbled and appreciative.
After embarking on a modified rotational work plan on March 15th at the suggestion of the U.S. Government, we had less than a third of our workforce in the office on any given day to greatly increase social distancing. On Thursday, March 19th our Pennsylvania Governor announced late in the afternoon that “all non-life sustaining businesses in PA must close their offices immediately.” In less than 24 hours, we had to lock our doors and create a 100% work from home environment for our staff.
Thank you for your patience as we have transitioned to remote telecommunications. Systems are now in better order to redirect calls to staff members working at home. Please also rely on email. It’s also an efficient way to reach our staff, and they will respond quickly.
We are monitoring Coronavirus incredibly closely with the CDC, the World Health Organization, the U.S. State Department, and all of our suppliers domestically and abroad. We’ve faced many major global events and illnesses in the past and have helped our clients get through all of them.
We will continue to advocate for you, with your very best interests in mind, to minimize your financial exposure through the cancellation process. Many of the lodges, ground operators, guides, and even the airlines, are waiving change penalties, delaying the date when final payments are due, and are offering a lot of flexibility with rescheduling. A major advantage of booking with Frontiers is that we are your ally and will work with you and our suppliers for the best possible outcome.
Please keep in mind, however, that we operate per the terms and conditions outlined by the programs we represent. While some are being incredibly generous, others are abiding by their published terms in order to survive this crisis. Complicating matters is that travel insurance companies do not accept claims based on pandemics, epidemics, and war. We genuinely appreciate our clients’ understanding as we work together though these cancellations in unprecedented times.
For our clients traveling in the coming weeks, please contact us and let us know if you have questions and/or concerns. Those of you traveling from the late spring through to the end of the year, we encourage you to wait a bit before canceling. The world may get on top of this virus, and travel will start getting back to normal.
As we navigate these uncertain times, all of us at Frontiers will continue to send some travel ideas to you via social media and in our weekly emails. We want you to dream about your next trip, and we hope to inspire you to book your next departure with Frontiers when it’s safe to confidently do so. Please contact us about ideas for the future. It is never too early to discuss the next great destination on your bucket list, even if it’s for 2021 or 2022.
We hope that you and your family are in good health and enjoying time together at home. Once the world is able to find a solution to the Coronavirus, we look forward to continuing to handle your travel arrangements. We are here for you now and in the future! Again, please reach out with any questions or concerns.
Mike & Mollie Fitzgerald