Celebrating 50 Years of Showing Student and Youth Groups the World | (800) 323-6439

 

OUR CURRENT OFFICE HOURS ARE MONDAY - THURSDAY 7:30AM - 2:30PM.  WE ARE CLOSED ON FRIDAYS.

 

Below are some frequently asked questions at this time;

 If I am due a refund, how long will it take?

  • The vast majority of our refunds have been completed as of 6/9/20.  Please allow up to 15 business days for your payment to arrive by check or to appear on your credit card statement.  We are hearing that the postal service is taking longer than usual as some of our checks are taking up to 2 weeks to arrive locally.  If you have not recieved your refund, please contact us at info@hemispheretravel.com and we will be happy to check on the status for you.  

What happens if our tour is rescheduled or canceled?

  • For those that signed up for a tour through our website, you will receive an email that your tour has been canceled or rescheduled.  The email will state that we are in process of rescheduling your tour for a later date or attempting to recover funds paid to suppliers if the tour was canceled.  We ask for your patience during this process as we are experiencing long response times based on the volume of cancelations and changes throughout the industry.  As of 6/9/20 we are anticipating up to an 8-12 week period to process any applicable refunds.
  • For those that signed up and paid for a tour through your school or organization, all communication and applicable refunds will be from your school group leader.  We ask for your patience during this process as we are experiencing long response times based on the volume of cancelations and changes throughout the industry.  As of now we are anticipating up to an 8-12 week period to process any applicable refunds.

How we are currently handling cancelations? 

  • If your tour is canceled, we have amended our cancellation policy if the tour cannot be rescheduled during the same calendar year.  We are aware these circumstances are unprecedented, challenging and beyond all of our control.  Our team is working very hard on our group's behalf to attempt to receive refunds from our vendors and suppliers to recoup as many of the nonrefundable expenses as possible and will refund accordingly less our administrative costs.  This process takes time and we will attempt to have the refund (if applicable) to you within 8-12 weeks.  If you opted to purchase the optional travel protection plan through Travel Insured International, you may be able to partially recoup funds lost by filing a claim under the Cancel for Any Reason Benefit as long as you contact Travel Insured International more than 3 days prior to the tour departure.  Please call Travel Insured International at 844-440-8113 for clarification of their policies or any additional questions you may have.
  • If an individual decides to cancel from the tour, our standard cancellation policy applies to cover our administrative costs.  This process takes time and we will attempt to have the refund (if applicable) to you within the next 8-12 weeks.  Please refer to the Tour Terms and Conditions Release Form in your online account to review our policies.  If you opted to purchase the optional travel protection plan through Travel Insured International, you may be able to partially recoup funds lost by filing a claim under the Cancel for Any Reason Benefit as long as you contact Travel Insured International more than 3 days prior to the tour departure.  Please call Travel Insured International at 844-440-8113 for clarification of their policies or any additional questions you may have. 

 Why am I not receiving a full refund?

  • We have financially secured your tour events through other parties that are bound by contracts. The pricing and execution of our tours are based on the assumption that the tours go on as planned.  Our team puts in months of work, incurring business expenses, long before a tour is scheduled to depart.  While we wish we could refund everyone 100%, our refund policy is designed to ensure Hemisphere recovers the cost of what we have prepaid to our suppliers (airlines, hotels, sites, bus companies, etc) and the operational costs associated with planning your tour and the 2020 season.  Our team spent the previous 9-12 months planning and preparing these educational adventures.  As a tour operator providing a service, our company has no other revenue stream other than executing a tour, or processing cancellations.

 What our travel partners are currently doing.

Hemisphere has been in contact with many of our vendors and suppliers.  In regards to our travelers' concerns;

  • Many of our motorcoach suppliers are providing a deep cleanse of each bus as it returns from a trip.  In addition, many are providing hand sanitizer and disinfectant wipes for each tour group.  It is each passenger's responsibility to provide their own PPE (personel protective equipment), such as a face covering or mask.
  • The airlines are staying compliant with CDC guidelines by wiping down hard surfaces such as lavatories, tray tables, window shades and armrests with a high-grade disinfectant and multi-purpose cleaner.  It is each passenger's responsibility to provide their own PPE (personel protective equipment), such as a face covering or mask.
  • Many of our sites, attractions and museums are taking extra pre-caution by wiping down surfaces and exhibits that are commonly touched.  It is each passenger's responsibility to provide their own PPE (personel protective equipment), such as a face covering or mask.

 What we do in the event a participant requires any type of medical attention?

Regardless of the situation, if a tour participant requires medical attention;

  • A Hemisphere team member can be reached 24/7 at 800-323-6439 during your tour should there be an emergency.
  • A chaperone on tour will escort the person to a medical facility to receive treatment as soon as possible.
  • Hemisphere will be in communication with the chaperone and communicate directly with the family if necessary to inform them of the status.
  • Once medical treatment is completed, Hemisphere will continue to work with the school and participant until they arrive safely back home.

General health information to share with all travelers (students and adults).

The CDC has released a list of preventative measures anyone can take to avoid contracting and spreading an illness.

  • Wash your hands often with soap and water for at least 20 seconds. Use an alcohol-based hand sanitizer that contains at least 60% alcohol if soap and water are not available.
  • Avoid touching your eyes, nose, and mouth with unwashed hands.
  • Avoid close contact with people who are sick.
  • Stay home when you are sick.
  • Cover your cough or sneeze with a tissue, then throw the tissue in the trash.
  • Clean and disinfect frequently touched objects and surfaces.
  • In addition to the information above, Hemisphere strongly recommends that each traveler brings their own hand sanitizer and disinfecting wipes so they may wipe down all common surfaces, including the motorcoach and airline armrests. If your group is flying, please note the hand sanitizer container must be in a 3-ounce container or smaller to meet the TSA security measures.

If you would like additional information, we recommend visiting the websites of the Centers for Disease Control and Prevention and Prevention and the World Health Organization.