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Frequently Asked Questions regarding the coronavirus (COVID-19).

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Last updated: May 19, 2020

We appreciate the trust that you have placed in us by choosing Jumpstreet Tours for your upcoming trip. We want to assure you that we are parents first and foremost, and we will not allow the students and chaperones on our trips to travel if we don’t think it is safe to do so. The safety and security of our travelers is, and always will be, our highest priority!

We are presently communicating with all our schools regarding upcoming trips. If you have any questions regarding a trip status, please contact the trip organizer. If you are a tour organizer, please contact your tour consultant directly.

Here is the situation regarding the overseas trips that were to take place in March, April and May and that have been canceled:

  • 100% of schools have been informed of the amount that will be reimbursed by Jumpstreet. Travel agencies have a duty to return to travellers the sums invested that will be reimbursed by airlines as well as by land service providers. Subsequently, the non-refundable amounts will have to be claimed from your travel insurance.
  • 100% of the schools that had bought travel insurance throught Jumpstreet received the necessary documents as well as the procedure to make their claim for the non-refundable amounts.
  • 100% of the schools with their own travel insurance received the necessary documentation to make their claim.
  • We are now at the final stage of the process, which is the reimbursement of refundable amounts to the schools.

For our June trips, schools that have cancelled have already been notified of the amounts reimbursed and will receive their insurance documents four weeks prior to their scheduled departure date.

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Here are some answers to questions we are frequently hearing from customers:

Will my tour be cancelled?

We are proactively working with the trip organizers and schools to postpone or cancel the trips that were scheduled from now until June 1. Each trip is treated on a case-by-case basis and according to the most imminent departure dates. Whether your trip is cancelled or postponed, all automated payments have been suspended. The date of June 1 may change depending on how the situation evolves.

My tour is scheduled for after June 1, will it still run?

We have frozen the date of cancellation fees on February 28th, and effective until June 1st, to give you time to see how the situation is evolving before making a decision and to allow us to take care of trips that were scheduled before June 1. This date may change depending on how the situation develops.

My tour is postponed, what does that mean?

Your trip may be postponed, and the new trip dates are still unknown. In all cases, you have nothing to do, you remain registered on the trip and the price will not be affected. If you are unable to travel on the new dates, we will issue a credit which can be sold, redeemed, or used on any program offered by the different WorldStrides companies.

My tour is cancelled, how much will I be reimbursed?

In these difficult circumstances, we are trying to recover all possible costs from our suppliers. However, several of them are currently closed or have not yet made a decision about this exceptional situation. This results in additional delays in reconciling the amount that will be refunded.

What are the delays for refunds?

The current circumstances require colossal work from our accounting team. We are working very hard to process refunds as quickly as possible. Here are the delays to be expected:

  • For individual refunds: 10 to 12 weeks from the date the refund request was received.
  • For school refunds: 50% of the refunded amount will be paid on or before May 30, and the second 50% will be refunded on or before July 15

If you have not received your refund within this period, please write to us at yourteam@jumpstreet.com. Thank you for your understanding.

I purchased the Refund Guarantee Protection when I paid my initial trip deposit. What should I do to get my refund?

Please fill out this form directly with your complete participant information.

How can my voucher or credit be transferred?

Transferable vouchers are a flexible option that we are providing when the original date of travel has to be changed. These vouchers provide families with several flexible options. The value of the vouchers can either be applied to the rescheduled trip or to any other educational travel or experiential learning program offered by WorldStrides. Because they are transferable, they can be given or sold to any person in your family or in your school district for future travel or participation on any WorldStrides program. When we can’t offer a cash refund, this is a way for us to provide you – or someone you designate in your school – a chance to enjoy other experiences in our family of brands.

I want to cancel my trip, no matter what the school decides. What should I do?

Since we have frozen the date for cancellation fees as of February 28, we recommend that you wait for the school's decision before cancelling your participation. If you still wish to cancel, please send an email to yourteam@jumpstreet.com. If you purchased the Refund Guarantee Protection (RGP), please complete this refund form.

I am having a difficult time reaching customer service. What do I do?

We apologize we aren’t able to offer prompt customer service. As you might expect, our phone lines and inboxes are experiencing an unprecedented level of inquiries regarding the coronavirus situation. We are currently working to expand our customer service team, while also working to support the other parts of our business that are essential during this challenging time. Please know that we are doing everything we can to provide the best service possible. Here are some suggestions that will help us help you:

  • Reach out regarding urgent needs. If your situation is not urgent, we recommend contacting us by email so we can better assist you. We paused the deadlines associated with cancellation penalties to be sure that you don’t need to worry about an increased fee associated with a deadline passing at this time.
  • Group or individual question? Because our work is highly customized to each group, we work through the teacher or school associated with each program on high-level decisions like a new date for travel. If your questions are related to a group decision, we recommend waiting to hear from your Trip Organizer, who will work with our team to confirm and share with you.
  • Communicate via emails. If possible, we recommend using emails to reach us, so that we can make sure to address your needs most effectively. If we cannot respond with full answers promptly, we will communicate a timeframe within which we plan to respond.

How are you making decisions about where to support travel or events in the near future?

We are actively monitoring the impact that the coronavirus is having on the areas in which we operate programs as well as the CDC’s guidance for travel, events, and schools. This includes continuous communication with our many partners around the world about closures that impact our ability to deliver culturally-rich programs. Where appropriate, we’re also speaking with local health officials who can help offer additional perspectives and guidelines that we can follow to help make our programs as safe as possible. In nearly all of our program locations, we have local staff who provide additional information for consideration by our Health & Safety Team. We are working with them to adjust their work schedules and habits for their safety, and we value their input on the situation where they live.

What will you be doing to keep students safe on tour?

For programs in process and when our tours and events resume, we are working to refine some of our procedures to prevent the spread of germs, and also to be ready for any emergencies.

  • We have implemented additional training for our staff to encourage best hygiene practices to prevent the virus. We’ve worked with our Medical Director and Doctors on Call partners from George Washington University Department of Emergency Medicine to develop clear guidelines for our staff on what to do if a student feels ill and the steps that should be taken if a student is exhibiting symptoms associated with coronavirus. 
  • We’ve been in touch with motorcoach and hotel partners, who are educating their staff about additional cleaning to prevent the spread of germs. In addition, we have asked them to have extra supplies of hand sanitizer available for our travelers to use during their trip. We are also closely following news from cities and other local officials about efforts to improve cleanliness in many of the destinations where we travel.
  • In consultation with our Medical Director, Dr. Neal Sikka, who leads our Doctors on Call program from the George Washington University Department of Emergency Medicine, we’ve revised our health and safety protocols, outlining how to immediately engage our resources if coronavirus is suspected. This includes developing specific plans for how we work with Doctors on Call in this scenario, and outlining how to engage local health departments to determine if other steps are necessary.

What if a student gets sick while traveling?

Students (and adults too) do sometimes fall ill while traveling, which is why we have invested in our Doctors on Call partnership with the George Washington University Department of Emergency Medicine. In the event that a student becomes sick, we will follow our best practices to allow the student to rest, and avoid spreading germs, and, where appropriate, seek additional guidance or care from our Doctors on Call.

In response to the coronavirus (COVID-19), we have developed additional guidance and protocols in consultation with Dr. Neal Sikka, who leads our Doctors on Call program at the George Washington University Department of Emergency Medicine. He and his team will work with our team to evaluate each sickness and determine if the individual has been exposed to COVID-19. Where appropriate, we will immediately engage local health authorities.

In the unlikely event that a traveling group is quarantined, WorldStrides is committed to supporting all travelers until their safe return home, securing lodging, transportation and meals and helping to facilitate flight changes, as well as covering any financial costs associated with these items.  

Dr. Sikka advises that if a person is feeling ill, it is essential not to wait until an individual is very sick to seek advice and help. COVID-19 is an influenza-like illness. Like the flu, most people who get COVID-19 will only need rest and over the counter medications to recover fully. However, immediate care helps to avoid the unlikely situation that a person might become very sick and need to go to a clinic or hospital to get better.  

What can I do to stay healthy?

To keep yourself and others safe and healthy: ​

  • Comply with special instructions issued by local officials.
  • Adhere to known, effective best practices to minimize your chance of catching respiratory infections:
    • Do not touch any part of your face without first washing your hands.
    • Avoid contact with persons who are already ill.
    • Avoid unnecessary touching of other persons (e.g. shaking hands in greeting) and limit touching publicly-shared surfaces, where possible. 
    • Wash your hands frequently with soap and water for at least 20 seconds.
      • Carry hand sanitizer (60-95% alcohol) and use it for situations where hand washing might not be possible.
      • When you cough or sneeze, cover your mouth with a tissue or in your elbow.

What are Jumpstreet's Terms and Conditions?

Why Jumpstreet?

Jumpstreet gets rave reviews all-around. We were pleased with the level of knowledge the tour leaders had, the great food that was served, and the many things we learned. We were very pleased with the hotel accommodations!

Paula, Technology Coach
Rhode Island
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