OFFICIAL STATEMENT - COVID 19

10 March 2020

OFFICIAL STATEMENT - COVID 19

ROCS GROUP

OFFICIAL COMMUNICATION

10th March 2020 1415hrs

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
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KOMUNIKAZZJONI UFFIĊJALI
10 TA’ MARZU 2020
Dwar: COVID-19
ROCS TRAVEL INEĦĦI KULL ĦLAS GĦAS-SERVIZZI RELATATI MA’ TIBDIL FL-IVVJAĠĠAR MINĦABBA L-COVID-19

Nirreferi għas-sitwazzjoni li qed tiżviluppa rigward il-COVID-19. Qabelxejn, il-ħsibijiet tagħna jmorru għal dawk li qed ibatu minħabba dan il-virus, l-aktar għal dawk li tilfu lil xi ħadd għażiż għalihom.

Waqt li aħna bħala ROCS nifhmu li l-COVID-19 huwa theddida globali b’riperkussjonijiet serji, f’dan l-istadju rridu nkunu ċari dwar il-proċeduri ta’ kanċellazzjoni u bbukkjar mill-ġdid għall-klijenti tagħna.
Kif żgur tista’ timmaġina, bħalissa qed nesperjenzaw numru kbir ta’ talbiet għal tibdil fil-pjanijiet tal-ivvjaġġar għaż-żmien li ġej. Nassigurawk li qed nagħmlu ħilitna kollha biex naqdu lil kulħadd bl-aħjar mod possibbli u fl-iqsar żmien li nistgħu.

Nistgħu nikkonfermaw li ninsabu f’kuntatt kontinwu mal-fornituri kollha tagħna, kemm f’Malta kif ukoll madwar il-kumplament tad-dinja, u għaldaqstant nitolbukom ftit ta’ paċenzja sakemm jaslulna r-risposti għat-talbiet li qed nagħmlulhom.

Aħna bhala ROCS kommessi li nassisstu lill-klijenti tagħna bl-aqwa servizz, speċjalment f’dawn iż-żminijiet mimlijin sfidi. Aħna konxji u nemmnu bis-sħiħ li s-servizzi li noffru f’dan il-perjodu delikat se jkunu importantissimi għas-sopravivenza tal-industrija tal-ivvjaġġar fil-futur qarib.

Nitolbukom tinnotaw li, madankollu, f’każ ta’ kanċellazzjoni jew tibdil fid-data u/jew id-destinazzjoni tal-vjaġġ, jekk il-kumpaniji tal-ajru, il-fornituri tal-akkomodazzjoni u l-operaturi tat-trasferimenti ma jaqblux li jkunu flessibbli, tibdil jew rifużjoni jkunu possibbli biss bi ħlas impost mill-fornituri.

Fid-dinja tal-lum, il-parti l-kbira tal-operaturi fl-industrija tat-turiżmu, bħalma huma l-lukandiera u l-ground handlers, ma joffrux rifużjoni għal kanċellazzjoni li ssir fl-aħħar ħinijiet, waqt li l-maġġoranza tal-linji tal-ajru ma joffrux la rifużjoni u lanqas tibdil jew ibbukkjar mill-ġdid tat-titjiriet mixtrija taht kuntratt.

Minkejja dan, intennu mill-ġdid li aħna ta’ ROCS nibqgħu kommessi li nassistu lill-klijenti tagħna kollha bit-talbiet kollha tagħhom u li se nagħmlu l-almu tagħna kollu biex nirkupraw kemm jista’ jkun mill-flus li ħallsu bil-quddiem il-klijenti tagħna.

Bħala stat ta’ fatt, aħna għadna f’kuntatt kontinwu mal-linji tal-ajru, il-fornituri tal-akkomodazzjoni u l-operaturi tat-trasferimenti biex innaqqsu l-espożizzjoni tal-klijenti tagħna kemm huwa umanament possibbli.

Għaldaqstant, biex nuru dejjem aktar l-impenn lejn il-klijenti ta’ ROCS u biex naffermaw mill-ġdid il-wegħda li noffru l-aqwa servizz possibbli, ħadna l-inizjattiva li nneħħu kull ħlas għas-servizz mogħti minn ROCS għal ibbukkjar mill-ġdid f’każijiet ta’ vvjaġġar affettwat mill-COVID-19. It-tneħħija ta’ dan il-ħlas se tibqa’ fis-seħħ sakemm jinħareġ avviż ieħor.


Ninfurmakom ukoll li, f’dak li jirrigwarda l-assigurazzjoni għall-ivvjaġġar, kanċellazzjonijiet għar-raġuni ta’ pandemija jsiru applikabbli biss jekk il-gvern tal-lokal jiddikkjara li vvjaġġar lejn dik id-destinazzjoni partikolari huwa projbit, bħalma huwa l-każ tal-Italja, l-Germanja, l-Isvizzera, Spanja u Franza.
Dawk il-klijenti li jeħtieġu aktar tagħrif dwar dan kollu, jistgħu jagħmlu kuntatt magħna 24 siegħa kuljum, sebat ijiem fil-ġimgħa permezz tal-email [email protected]

Colin Nicholas Aquilina
Kap Eżekuttiv

10 ta’Marzu 2020