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Collette Takes a Guest-Centric Approach During Crisis, Issues Over $115 Million in Refunds

PAWTUCKET, Rhode Island– As COVID-19 severely impacted the tourism industry, Collette immediately responded through a guest-centric approach that offered flexibility and peace-of-mind so travelers can still make plans in whatever way is best for them. To date, the company has issued over $115 million in refunds. Collette provided various options to travelers including receiving a full cash refund, a voucher valued at 105% of the tour’s cost, or moving their tour date within 60 days of departure with no fee. This approach reflects the company’s long-term business strategy, maintaining financial stability as one of its hallmarks.

“We pride ourselves on our ability to be proactive in any kind of situation. We’ve managed the business carefully, always putting customers first – and we’ve set ourselves up to be able to weather even a storm as impactful as COVID-19,” says Jaclyn Leibl-Cote, president at Collette. “Guest-centricity and innovation are two core values at Collette – and as a result, we’ve been able to continue to be not only flexible, but also proactive, by adapting our travel model and partnering with medical experts and compliance agencies so we could reopen touring slowly with proper wellness protocols.”

“From pre-tour screenings to smaller group travel and on-tour measures such as face coverings and physical distancing, we’ve adapted our tour model and taken the necessary steps to keep guests and employees safe – and we will continue to work with experts and agencies to be proactive, innovative and evolve through this very fluid situation,” Leibl-Cote added. “We are happy to be able to see some travelers back out on the road doing what they love – and see other travelers making their plans with complete peace-of-mind, knowing they can switch tours, cancel for any reason or book a vacation further out to build their comfort level back up. With Collette, they are protected, and we will continue putting our valued guests first.”

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