Dear Valued Customers,
With the COVID-19 pandemic resulting in isolation or partial lockdown of countries, the current situation has been challenging globally. Of course, the travel industry is no exception, and has been largely impacted by the coronavirus crisis. For Ace the Himalaya, it’s a similar story because we have seen a spike in trip cancellations in the last couple of weeks.
As a precautionary measure, our country Nepal has banned on arrival tourist visas for all countries until April 30, 2020. Plus, travelers need to stay in self isolation for 14 days upon entering Nepal at any time until April 30. Considering this, our highest priority is the safety and health of our clients and staff. With this in mind, I would like to share the recent actions we are taking to help you take informed decisions when traveling with us.
We encourage you to postpone the trip instead of cancelling it completely.
In response to this challenging time due to COVID-19 which is beyond anyone’s control, we’ve made it easier for you to postpone the trip if you have already booked with us. We are providing free postponement options to all our clients. We urge you to support us in this if at all possible because, as you can imagine, the financial implications for us are huge.
If you want to postpone the trip, you don’t have to confirm new dates now and you can travel anytime in the next 5 years without any extra cost. This means the payments you have already made stay secure with us and you can re-book the trip at a later date instead of immediately cancelling now and losing the deposit.
Keeping you informed about our refund policy
Due to the high volume of requests, we seek your understanding as it may take longer than usual to provide you a refund due to strict monetary policy of Nepal’s government. Usually, the fund transfer process outside the country takes a long time (more than a month) as we need to prepare all documents and take permission from the Central Bank of Nepal. That’s why, we encourage you to postpone the trip and use the credit in the future.
The credit can be used later as five years from the time of postponement. Along with time, the price of flights, hotels, guides and porters etc. could increase but there would be no additional cost to you.
We’re dedicated to providing you the feasible options and “Experience the difference” when traveling with us.
I want you to be prepared, stay alert and study the trends as this is an unprecedented situation. We are not sure what the consequences are going to be, but we understand our services and always look forward to supporting your needs. You are allowed to choose travel dates, and postpone freely as per your choice with our flexible travel options.
On the other hand, if refund is your only priority, we will start the transfer process. It won’t happen now considering the current situation as the banks are not in proper operation. Once the COVID-19 situation is stable and under control which may take some time, we will get back to you and start the process to go through the bank from our side. Please be patient.
Last but not least, my thoughts are with our clients and business partners to stay safe in your destination and avoid panicking. I hope that you are optimistic, adaptable and positive about long term implications even in these uncertain times.
I hope to see you in the near future in the land of the Himalayas.
Best wishes and Namaste,
Prem K Khatry
Ace the Himalaya