Our client, whom we were joining for this trip of a life time, was all set to leave last Sunday for their epic train journey on the Rocky Mountaineer through the Canadian Rockies, when we discovered the air in Canada was looking like Beijing! Due to the smoke of the massive British Columbia wildfires, AQI (air quality index) was hitting Hazardous Levels, which indicates the general population is at risk. Air Quality Index (AQI) Basics
So we decided to take action, contacting our client first to inform and discuss options which were limited at the time. You see Allianz Travel Insurance does not cover for poor air quality and Rocky Mountaineer does not typically offer the option to reschedule once you have confirmed and paid for your trip.
When we called them, Rocky Mountaineer’s initial response to our request for options was to say that the fires were not affecting the client train route, so no changes would be allowed.
We followed up with some facts about the AQI levels in Kamloops which is the overnight stop for the train. Kamloops Before & After
Once again, we asked Rocky Mountaineer for options. It took a few days for a reply and they finally, with the fact based persuasion, the did offer a revision to their policy: our client could reschedule their trip to 2018 or 2019 as long as they gave 48 hour notice.
We quickly contacted every other supplier for the client’s trip, including Fairmont Hotels, United & American Airlines, to discuss the situation and ask for relief. Some were more reluctant than others, but in the end, we are so happy to report that we were able to secure either travel credit or refund for 100% for the entire trip. We respect these companies for their flexibility and plan to reschedule our trip soon.