OFFICIAL COMMUNICATION

MONDAY 16th MARCH 1800 hrs

Re: COVID-19 COM 5

ATTN: ROCS GROUP UPDATE RE COVID-19 CRISIS

I refer to the current situation of COVID-19.

In consideration of the current COVID-19 crisis, the ROCS Group have decided to implement a one client policy at every outlet.

This means that waiting areas will not be available for clients.

In the case of travel and insurance offices - ONLY 1 client per office will be allowed in.

In the case of INGLOT and perfumes&more - ONLY 1 client per outlet will be allowed in.

In the case of INGLOT the studio - 1 client per service station will be allowed in.

In the case of appointments, we kindly ask all clients to come on time (not earlier nor later) as otherwise clients will be asked to wait outside.

Should any clients require any further information about the above, we are available 24hours x 7days a week and urge you to kindly contact [email protected]

Continuous updates are being posted on the link https://www.rocsgrp.com/en/covid-19  

I trust we will find the necessary co-operation from all our clients so as to be able to deliver a safe environment for both our clients and the ROCS team members.

Thank you for your understanding and stay safe.

 

Colin Nicholas Aquilina
Chief Executive Officer

16th March 2020

OFFICIAL COMMUNICATION

FRIDAY 13th MARCH 1115 hrs

Re: COVID-19 COM 4

ATTN: ROCS TRAVEL HILTON DANUBE VIENNA TRAVEL ANNOUNCEMENT

I refer to the current situation of COVID-19.

May I draw the attention of all those who were booked to travel to Vienna with the ROCS Group and staying at The Hilton Danube Hotel during the month of March.

Please note that we will be calling you all today, as we have some updated news to share with you.

Once again, let us assure you that we are working incessantly to help all our clients with their travel amendments, furthermore, remain fully committed to help everyone during these challenging times.

Should any clients require any further information about the above, we are available 24hours x 7days a week and urge you to kindly contact [email protected]

Continuous updates are being posted on the link https://www.rocsgrp.com/en/covid-19  

Thank you for your understanding and stay safe.

Colin Nicholas Aquilina
Chief Executive Officer

13th March 2020

OFFICIAL COMMUNICATION

FRIDAY 13th MARCH 1100 hrs

Re: COVID-19 COM 3

ATTN: ROCS TRAVEL CLIENTS TRAVELLING TO PRAGUE

I refer to the current situation of COVID-19.

May I draw the attention of all those who were booked to travel to Prague with ROCS Travel and staying at The Corinthia Prague Hotel during the months of March & April.

Please note that we will be calling you all today, as we have some updated news to share with you.

Once again, let us assure you that we are working incessantly to help all our clients with their travel amendments, furthermore remain fully committed to help everyone during these challenging times.

Should any clients require any further information regarding the above, we are available 24hours x 7days a week and urge you to kindly contact [email protected]

Continuous updates are being posted on the link https://www.rocsgrp.com/en/covid-19  

Thank you for your understanding and stay safe.

Colin Nicholas Aquilina
Chief Executive Officer

13th March 2020

OFFICIAL COMMUNICATION

12th MARCH 1600 hrs

Re: COVID-19 COM 2

ROCS TRAVEL CONTACTING ALL CLIENTS.

I refer to the current situation of COVID-19.

As a first step ROCS would like to extend its heartful gratitude to the thousands of health care workers who are taking care of us during such unprecedented times.

Further to the latest developments, we would like to inform all clients travelling with ROCS during March & April, that we are currently calling all clients personally, so as to help assist with the postponement of their trips to later dates.

In the meantime, we would like to announce that all our April Group Tours are being postponed for travel to later dates during the year. The rest of the individual bookings are being tackled on an a one to one basis.

May we advise all our clients, that clients who have their holidays booked through ROCS for travel during March to any of the 5 countries where the travel ban has been imposed, and are furthermore covered by a travel insurance policy, then such clients can proceed to claim with their insurance company directly.

It is important to clarify that when a client books a holiday with ROCS full payment is effected to our providers with immediate effect, in order to ensure that seats, rooms and any other services are booked and blocked accordingly.

Therefore, at that stage, the funds are no longer held by ROCS, yet such funds would have been utilised to pay the respective airlines, hotels and service providers in question.

As a rule, when cancelling on a last-minute basis most travel services around the world would be fully non-refundable.

Having said this, during this period our ROCS operations team is working round the clock, trying to negotiate a fair way forward for our clients, so that rather than losing all the funds, our partners would possibly allow our clients to postpone their travel. Such a decision is solely at the discretion of the providers and as such we have no authority to overrule such decisions.

We therefore would like to reassure all our clients that if our partners agree to postpone our clients’ travel package, then we are fully committed to make such changes for the benefit of our clients accordingly.

May we reiterate that as confirmed during our original communication of the 10th March 2020 we have taken the initiative to waive all ROCS related rebooking fees in the case of COVID19 affected itineraries until further notice. Our commitment to give full and proper service to each and every client will remain our top priority.

Our full work force is on duty assisting all clients accordingly.

We therefore kindly ask all clients to give us enough time to be able to contact each and every one of you individually.

Should any clients require any further information about the above, we are available 24hours x 7days a week and urge you to kindly contact [email protected]

Continuous updates are being posted on the link https://www.rocsgrp.com/en/covid-19

Thank you for your understanding and stay safe.

Colin Nicholas Aquilina
Chief Executive Officer

12th March 2020

 

OFFICIAL COMMUNICATION

10th MARCH 2020 hrs

Re: COVID-19

ROCS TRAVEL WAIVES ALL ROCS-RELATED SERVICE FEES IN RELATION TO COVID-19 TRAVEL ITINERARIES.

I refer to the current situation of COVID-19. Our thoughts primarily go to all those who are suffering, furthermore those who have lost their loved ones.

Whilst we as ROCS appreciate that COVID-19 is a global threat with very serious repercussions, at this stage we must be clear about cancellations and re-booking procedures of all our esteemed travel clients.

As one can imagine, we are currently experiencing a large number of requests regarding changes in travel plans for the near future. We assure you that we are trying our utmost to serve everyone as best we can, moreover in a timely manner too.

We can confirm that during this time we are in constant contact with our suppliers in Malta and all around the world, and we therefore kindly ask you to bear with us until such feedback is received.

We at ROCS are fully committed to assisting our clients, especially during such challenging times. We are fully aware, furthermore strongly believe that the service we offer at such a delicate time is of utmost importance for the survival of the travel industry in the near future.

Please do note, however, that in the case of cancellations or change of dates/destinations unless our partner airlines, our accommodation suppliers and transfers operators agree to offer some degree of flexibility, then changes or refunds will only be possible against cancellation fees imposed on us by such suppliers.

In today’s travel world most industry operators such as hotels and ground handlers, do not offer last-minute refunds upon cancellation, whilst most airlines do not offer refunds or re-booking opportunities on contracted flights.

Having said this, may we once again reiterate that at ROCS we remain fully committed to assisting all our clients with their requests and will make every effort to recover funds for our clients.

As a matter of fact, we are in constant contact with all airlines, accommodation suppliers and transfers operators to minimise client’s exposure as much as humanly possible.

So as to further demonstrate our commitment towards our ROCS clients and reaffirm our pledge to offer the very best of service possible, we have taken the initiative of waiving all ROCS related service rebooking fees in the case of COVID19 effected itineraries until further notice.

Finally, in the case of travel insurance, cancellation on the basis of an epidemic will only kick in should the local government declare that travel to a particular destination is completely forbidden like in the case of Italy.

Should any clients require any further information about the above, we are available 24hours x 7days a week and urge you to kindly to contact [email protected]

Colin Nicholas Aquilina
Chief Executive Officer

10th March 2020