Wingbuddy - Important COVID-19 Update about your upcoming Travel

Dear traveler,
 
We hope you are keeping well during this historic global situation caused by the Coronavirus (COVID-19).  We are confident the situation will improve in the coming months with all practicing social distancing and self-isolation in order to flatten the affected curve. On our end, we are doing our utmost to maintain our high level of customer service, while working on repatriating our travelers abroad and managing many trip cancellations.
 
This message serves to update you in regards to your upcoming trip with Wingbuddy. Please read the following summary carefully in order to determine which situation best applies to you:
 
SITUATION 1: You have an upcoming trip that was paid in FULL (full payment completed)
 
At the moment, we are managing all cancellations of travel scheduled to depart from now until April 3rd, 2020, inclusively.
 
If your departure is scheduled after April 3rd, 2020, Wingbuddy will be sending you an update by March 30th, 2020 regarding how your travel will be dealt with. Such update will provide the options available regarding your trip (such as a travel credit or procedure to claim a refund). We ask that you please be patient and wait for our update on March 30th, 2020, as conditions regarding your planned travel change daily. This will also allow our customer service team to better focus on repatriating our passengers currently at destination and managing travels scheduled to depart in the coming days.
 
SITUATION 2: You have an upcoming trip with a BALANCE DUE (full payment not completed)
 
It is important to note the difference between choosing to complete your second payment as planned and having your travel paid in full (Option 1) and choosing not to complete your second payment and consequently having your trip cancelled (Option 2).
 
Option 1: Your final payment will be passed automatically (unless you contact us before the scheduled date of this payment if you choose Option 2). By continuing with this option (as planned), you are also protecting the full value of your trip in case it does not operate or if there is still an applicable travel advisory by the Government of Canada close to your departure date. Wingbuddy will be sending you an update by March 30th, 2020 regarding how your travel will be dealt with. Such update will provide the options available regarding your trip (such as a travel credit or procedure to claim a refund). We ask that you please be patient and wait for our update on March 30th, 2020, as conditions regarding your planned travel change daily. This will also allow our customer service team to better focus on repatriating our passengers currently at destination and managing travels scheduled to depart in the coming days.
 
Option 2: You do not wish to complete your final payment: In this case, you must send an email to [email protected] advising the Wingbuddy team the immediate cancellation of your trip at least 1 business day before your final payment due date. It is not possible to refund your initial deposit and postpone the date of your final payment as we do not know if this trip will still operate or if the Government of Canada travel advisory will be removed at that point (as airlines and some ground services are already paid). We are only able to cancel your second payment that is scheduled to pass and consequently, cancel your travel. If at the moment of travel (72 hours prior to departure), your trip is still not operating or the Government of Canada travel advisory is still active, you will be able to claim at this time your first deposit to your travel insurer or to the OPC (Consumer Protection Office), as applicable. However, if the trip is still operating and the Government of Canada travel advisory is removed, you will not be able to claim your initial deposit to the OPC or continue onto the trip since the trip would have been cancelled upon the cancellation of your second payment. However, it is recommended that you attempt to claim your initial deposit to your travel insurer, as applicable, since this payment might still be covered.
 
*Important: At any point and in any situation you are in, should you have insurance coverage, you must always claim any amount paid (a deposit or full amount) to your insurance first.
 
Wingbuddy is a Canadian and licensed travel agency with a valid permit (permit number: 702994). We reiterate that your trip is fully protected by the Compensation Fund for Consumers of Travel Agencies (FICAV) offered by the Consumer Protection Office (OPC) should it be interrupted. Therefore, if you are not covered by a travel insurance provider, you are eligible to claim your losses to the OPC, should you wish to cancel your trip due to an official travel advisory placed by the Canadian Government valid 72 hours before your scheduled departure date. The role of the OPC and the Compensation Fund for Consumers of Travel Agencies (FICAV) is to protect travelers, as well as travel agencies and the travel industry as a whole. (More information can be found at: https://www.opc.gouv.qc.ca/en/consumer/good-service/travel/compensation-fund/faq/ or you can contact the OPC directly at 1-888-672-2556 (option 9 for English)). 
 
Whether it is in the next weeks or in the next months, we WILL travel again. Wingbuddy will do everything in its power to continue our journey to connect people to the life-enriching travel experiences that are so important to us as humans.
 
Warm regards,
The Wingbuddy Team

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