Travel Companies Deal with Zika Outbreak

The Zika virus is on the march through South, Central, and North America, and travel suppliers are rolling out their well-worn emergency preparedness response: Give customers the most up-to-date information possible and let them decide where and when they feel comfortable traveling. 

Sandy Anderson, president of Riverdale Travel in Coon Rapids, MN, has given her agents a set of talking points to use in conversations with customers; two pregnant clients have canceled so far, she said. 

“The cruise lines and the airlines are handling this very well,” said Irvine, CA-based Norm Payne senior travel advisor at Uniglobe, Ottawa. “They realize this is something beyond their ability to influence, and it only has affected a very small number of clients.” 

He said he is adding an update to the travel documents of any client headed to the affected regions, telling them to exercise caution, wear long sleeves, and avoid sitting under bushes, where mosquitoes tend to gather. 

Not one client has asked about the virus, he said, and “if they did, I would tell them they have more to fear from timeshare salespeople than from any mosquito.” 

Colleen Gillette, owner of New Paltz Travel in New Paltz, NY, said she made sure to warn one pregnant client. She took a look at the CDC map of infected areas and avoided any place there might be a risk.

“I included a cancel-for-any-reason waiver in her package and placed the deposit this past Saturday,” she said.

The background
The World Health Organization (WHO) on Monday reported that 21 countries and territories in the Americas already have seen cases of the virus, whose most troubling symptom is brain damage in newborns whose mothers were affected. WHO anticipates the virus will spread to all but two countries—Chile and Canada—across the Americas.  
 
A number of travelers—including three British tourists over the weekend—were infected during trips to South America, and reported cases are skyrocketing in Brazil. At least a dozen cases have been confirmed in the United States by the Centers for Disease Control and Prevention. 
 
Now travelers and travel agents are weighing how serious a threat Zika poses to travel plans, and how to react to it. Travel professionals, tour operators, and cruise lines who spoke to TMR said they’ve taken the most important step necessary in protecting travelers—giving them the most up-to-date information possible. 

Advice for agents
Paul Ruden, ASTA’s former legal counsel, said agencies should educate themselves about the three-tiered warning system at the Centers for Disease Control and Prevention website.

The Zika virus is subject to an Alert Level 2: Practice Enhanced Precautions, Ruden noted. “The main risk is to pregnant women, but anyone traveling to the identified countries should use anti-mosquito-bite measures while traveling in those places and should remain alert to symptoms in the prescribed risk window following return from those countries.”  

Jennifer Michels, vice president of communications at ASTA said it’s situations like these where travel agents shine, “you have someone who has your back if things go wrong.” 

She said two chapter presidents she spoke with have discussed reports with their clients, but “most travelers are resilient and do not panic, but tend to just wait these things out.” However, one couple did postpone their trip to the Dominican Republic until next year.  

 
Tour operators respond
Most suppliers say the virus hasn’t yet impacted business.  

Scott Wiseman, president of tour operator Cox & Kings, The Americas, said he has heard from just one travel agent, and has not had any cancellations.  

However, he noted, “in the past three days the country list added Ecuador. This could have a bigger impact on the Galapagos business but it is too early to tell.” 

Paul Wiseman, president of Trafalgar USA, advises travelers to “get the most up-to-date information on the CDC website and consult their doctors for any specific health-related concerns.” He said as of now, no changes have been made to any of the company’s itineraries. 

Many tour operators will do their best to help agents dealing with clients. Delta Vacations president John Caldwell said any concerns will be addressed as needed. 
 
Thomas Cook Tours has taken it a step further, offering pregnant women the option to change their plans without a charge. The tour operator said it would contact the airlines on clients’ behalf, as well.  
 
Cruise lines allow changes 
Royal Caribbean, Norwegian, and Carnival cruise lines all announced this week that they will allow pregnant women to reschedule cruises going to Zika-affected areas. Royal Caribbean is offering any pregnant women “who do not feel comfortable” sailing to the countries an alternative itinerary or a cruise credit good for two years.  

Norwegian and Carnival are both allowing pregnant cruisers to postpone their trip or change itineraries. 

CLIA stressed that all its member cruise lines “are committed to the safety of passengers and crews.” 
 
The most important thing for CLIA is to make sure that cruise lines inform passengers of what’s going on in the ports at which they are calling.  

“As with any trip, whether by land, air, or sea, travelers should check with public health authorities to be informed regarding health matters at the destinations they will visit, and exercise appropriate precautions,” CLIA said in a statement. But it noted that the cruise lines also bear responsibility to inform guests of what’s happening.  
 
Each of its cruise lines publishes a daily onboard flier that includes information relating to health and safety for passengers, which can cover the ZIKA virus as appropriate.  

CLIA also said the cruise lines should make the recommended ZIKA repellent available on its ships.  
 
A spokesperson for Norwegian Cruise Line told TMR that it regularly advises guests to take precautions against mosquito and other insects bites while ashore. Norwegian also passes along precautions issued by the CDC in its daily cruise bulletin.  
 
Airlines offer refunds
Both American Airlines and United Airlines earlier this week said they will allow fliers to cancel trips to Zika-affected areas without paying a penalty fee, and other airlines have joined them.  
 
United said it will allow fliers traveling to regions listed by the CDC to rebook at a later date or receive a full refund.  
 
American offers full refunds to travelers who provide a doctor’s note explaining that they are unable to travel to one of four cities—San Pedro Sula, Tegucigalpa, Panama City, or Guatemala City—because of pregnancy. 
 
British Airways said any pregnant travelers with flights to Sao Paulo, Rio de Janeiro, Mexico City, or Cancun can change their booking free of charge through February.  
 
Two major Latin American carriers—LAN Airlines and TAM Airlines—announced similar policies this week. 

The U.S. Conference Board yesterday released data showing a record 54.4% of Americans plan a vacation in the next six months. More than one in ten (11.2%) plan to travel overseas, one of the highest readings in the 28-year history of the survey. 

For more advice for travel agencies dealing with negative news, see “Is it Safe to Go to Paris?” and Paul Ruden’s monthly First Friday column, which will run here on Friday, Feb. 5.

Additional reporting by Anna Gleksman and Cheryl Rosen.

Pic: Patty P