Booking with confidence - World Challenge

Booking with confidence

1. Refundable Payments

If we have to cancel your trip or you are prevented from travelling due to COVID-19 you will receive a full refund of money you have paid us.

  • If World Challenge has to cancel your trip for any reason you will receive a guaranteed refund of any money you have paid us
  • If you cancel between 1 and 21 days prior to departure for a COVID-19 reason we will refund any money you have paid us
  • You must notify us of your need to cancel for a COVID-19 reason at the earliest opportunity (and at the latest 24 hours before your scheduled departure)
  • You must provide us with appropriate official written evidence of the COVID-19 reason. Please note that evidence must be provided, so if you have what you believe to be COVID-19 symptoms, you must arrange and take a test as soon as possible
  • We have the right to refuse to allow you to cancel and receive a cash refund where we are not reasonably satisfied that you are cancelling for a COVID-19 reason. In such circumstances normal cancellation terms will apply
  • Your COVID-19 reason must prevent you safely joining your planned trip and will take into account your nationality’s current government and/or destination government coronavirus guidance
  • For the purposes of these terms a “COVID-19 reason” is either a confirmed diagnosis of COVID-19 within 21 days prior to departure or an order, via the NHS’s track & trace team, to self-isolate due to contact with a person who has, or may have, COVID-19
2. Destination Diversion

If your planned trip destination is unsafe we can provide an alternative trip to a different location at no extra cost

  • A decision to change a trip destination will be made by World Challenge in consultation with the school, as it will impact all trip participants
  • World Challenge has no obligation to change a trip destination unless government travel advice (FCDO) precludes travel
  • Please note that given the volatile situation with COVID-19, government travel advice relating to specific destinations is likely to change more frequently, and as such a diversion is unlikely to be considered more than 3 months prior to departure. In some circumstances, World Challenge may consider diverting a trip much earlier than this if ongoing risk assessments indicate the planned destination is very unlikely to be viable at the time of travel.
  • In the event of a diversion on to a comparable trip, customers will not be liable for any increase in trip cost which will instead, be absorbed by World Challenge. Should the agreed alternative cost less, then the difference will be deducted from your final balance
  • Due to limitations beyond World Challenge’s control, it may not be possible to divert to a destination in the same region of the world, however the broad outcomes of the trip will still be achieved
3. COVID-19 Confident – Trip safety measures

Safe destinations

We will only continue to travel to a destination where the following criteria has been met:

  • UK government travel advice is positive
  • COVID infection rates are under control
  • Entry requirements are reasonable and local restrictions do not significantly impair the itinerary
  • We have access to a list of approved emergency medical services
  • Our ground partners are able to meet our COVID safety requirements

Enhanced hygiene measures

World Challenge trips have always required a higher level of hygiene due to other health risks posed by the destinations we travel to.  We are working with our ground partners and trip leaders to enhance these measures and introduce COVID specific protocols

  • Cleanliness and hygiene measures for local guides, equipment, vehicles and venues
  • Prevention of Spread of Infection (POSI) measures and procedures for trip leaders
  • Use of face masks for anyone involved in the preparation and serving of food
  • Options to effectively distance from people outside of the team
  • Measures laid out by local government or authorities

Team safety

We have analysed COVID-19 risk to our teams for all aspects of our trips including accommodation, transport and adventurous activities.  We have carefully considered the use of indoor settings and interactions that will occur with people outside of the team.  Our mitigation measures include:

  • A team travelling as a ‘bubble’ for the duration of the trip
  • Depending on the situation at the time of departure team members may be required to complete an additional health screening declaration prior to travel
  • Trip leaders dynamically assessing COVID-19 risk throughout the trip and following Prevention of Spread of Infection (POSI) measures and procedures
  • All trip leaders are trained in food safety and hygiene
  • Use of face masks in all indoor settings and in some outdoor environments
  • Trip leaders will minimise time spent in crowded public settings
  • Enhanced personal hygiene measures for all team members monitored by adult leaders
  • Accommodation ‘buddies’ to ensure where sharing of a tent or dormitory room is absolutely necessary, it is done so by the same subgroups each time
  • Our Operations Centre is available to support teams 24/7 and has access to doctors via telephone and a network of medical facilities through our medical assistance partner

Accommodation

All the local providers of accommodation we use are required to comply with both our own minimum standards and those enforced by local governments.  These include:

  • Enhanced cleaning measures, with a focus on ‘high-touch’ areas to be routinely carried out
  • Processes implemented to allow for physical distancing in public areas, for example during the check-in process, in lifts and in public seating areas
  • Enhanced standards for food preparation which may include training, use of face masks if required, superior cleaning for areas that are involved in meal preparation
  • Live auditing of premises by trip leaders for every stay. The information is received in real-time by our Operations Centre who can review to ensure there that COVID-19 standards are being complied with and take action where necessary

Transport

The majority of journeys will be in private vehicles restricted to team members only. We have reviewed our itineraries to avoid where possible the use of public transport and with our ground partner implement the following measures:

  • Trip Leaders will ensure that team members use the same seat for all journeys in the same day
  • Vehicles are thoroughly cleaned before use and hand sanitisers are readily available onboard where regular handwashing may not be possible​
  • Vehicles and drivers are audited by trip leaders for every journey, using a smartphone app. The information is received in real-time by our Operations Centre who can review to ensure there that COVID-19 standards are being complied with and take action where necessary
4. Financial Protection

All World Challenge trips are ATOL protected

Any money you have paid to us is fully protected through our ATOL bonding. For more information visit https://www.caa.co.uk/ATOL-protection/Consumers/About-ATOL/

5. Department for Education guarantee

For 2022 bookings made between 1st September 2020 and 1st June 2021 only, if, within 60 days of departure, the Department for Education (DfE) is advising against overseas school trips, customers are entitled to a full refund of monies paid. For the avoidance of doubt, a booking becomes a booking when a customer (either via the school or the participant) has paid a first instalment. Click here for the Department for Education’s website