CS Update: Tours - Middle East Customer Questions and Options

We want to update you regarding customer concerns about travelling to the Middle East. Currently, no tours or cruises have been cancelled. While we are short staffed and in Zendesk training this week, if customers call about cancellations, please inform them that tours are operating as scheduled and that date or tour changes may be possible under certain conditions.

Please refer to the email below for the email update from Tours.

If you have any questions, please reach out to your TL.

📧 This update was also communicated via email on 23rd June 2025, titled "Middle East Customer Questions and Options," sent by Lenore K(Tours and Cruise Operations Manager).

------------------------------------- Email from Lenore K------------------------------------------

From: Lenore Kennedy <lenore.kennedy@luxuryescapes.com>
Sent: Monday, 23 June 2025 12:50 PM
To: csleaders <csleaders@luxuryescapes.com>
Subject: Middle East Customer Questions and Options

Hi there CS leaders,

As you know, there are a few customers concerned about travelling to the Middle East.
Currently there are no tours or cruises that have been cancelled, so this week, while we are short stafffed and in Zendesk training, if customers call about cancellations, please let them know the following.

They can also look at doing a date change (via their My Escapes) if outside 60 days before departure for 2026, or a tour change.  If they would like a tour change and handback has happened, here are some things to share with them.

If you are speaking with the customer, let them know this before transferring, as we can assist when they are ready to change.

Date Changes

• Changes can be made on request by contacting the Tours Concierge Team at tours@luxuryescapes.com.
• Booking changes may include, but are not limited to, date change, tour changes, name changes and name corrections.
• Date changes and tour changes are permitted up to 120 days before departure, depending on the tour booked.
• If date changes are permitted on the tour, the cost of your new tour must be of equal or greater value than your current tour.
• If the request is a change from a tour of higher value to a tour of lesser value, any difference in the tour prices will not be refunded.
• Changes are not permitted once the final payment has been collected.
• For Trusted Partner operated tours, additional fees may apply.
• Date change conditions listed above do not apply to flights or pre- and post-tour accommodation booked with us. Flight fulfilment and changes are governed by the airline(s) selected at the time of booking. For your air travel, you are bound by the terms and conditions and fare rules of the selected airline(s). For pre- and post-tour accommodation, these reservations are not directly linked to your tour and may require a separate cost to change, as stated in your ‘My Escapes.’

------------------------------------- Template for Egypt & Jordan --------------------------------
Hi there team,

No tours have been cancelled. Please use this template to update the guest, thanks.

Hi ,

Thank you for contacting Luxury Escapes.

We understand that recent events may have raised concerns about your trip, and we want to assure you that your safety and well-being remain our utmost priority.

We want to reassure you that there have been no changes or amendments to your itinerary. All tours are operating as scheduled, and we are closely monitoring the situation to ensure your safety throughout your journey.
Our team is in constant communication with our local partners and authorities to stay informed about any developments. Rest assured, we are prepared to respond swiftly to any changes or concerns that may arise.

We have received explicit confirmation that the tour will go ahead as planned. This means the standard booking Terms and Conditions still apply, as there is no direct impact or effect on your tour.  

Recognising that irrespective of the above you may still have reservations about travelling, please see your booking Terms and conditions below. As outlined, your booking is non-cancellable and non-changeable. 
 
Insert fine print

At this time, you may either continue with the tour as scheduled or opt to forfeit the total amount paid. We can certainly assist by providing a letter of insurance to facilitate a claim through your travel insurance provider. We recommend consulting with them first to understand the specifics of your policy before making any decisions. 
If you have any questions or require assistance at any point during your trip, please don't hesitate to reach out to us. Additionally, your tour guides are available to address any concerns you may have during your time in Egypt and Jordan.

Please also refer to your countries local travel advisory service.

• Smartraveller: https://www.smartraveller.gov.au/ (for Australian Passport Holders)
• Canada - Government of Canada Travel Advice & Advisories
• New Zealand - Safetravel
• United Kingdom - Foreign Office Travel Advice
• United States - Department of State Travel Advisories

------------------------------------------End of Template-------------------------------------------

Lenore Kennedy
Tours and Cruise Operations Manager

Level 4, 68 Clarke Street Southbank, VIC, 3006, Australia
M: 0425 734 709 | E: lenore.kennedy@luxuryescapes.com