Agents urged to encourage clients planning trips to the US to check insurance

Travel agents are being urged to encourage customers travelling to the US to check if their insurance policies cover their Estas or visas being revoked.

 

The advice follows media reports of some football fans travelling to World Cup games being refused entry to the US at short notice or at the airport, often with no reason given.

 

Jo Kolatsis, director of business consultancy Themis Advisory, explained insurance policies varied in terms of whether they covered this situation.

 

More: Esta problems for World Cup fans show ‘advantage’ of booking with agents

 

She said: “Standard travel insurance policies do not always cover visa or Esta refusal/revocation, and many policies exclude losses arising from visa, Esta or other travel documentation issues, although the precise wording varies significantly between insurers. 

 

“Some policies may include cover for visa refusal or similar documentation issues, but this is wording specific and often subject to conditions.”

 

Kolatsis said travellers should check the cancellation section and exclusions of their insurance policies carefully, noting: “Agents should refer travellers to their chosen insurance provider for further guidance.

 

“I wouldn’t advise agents or operators attempt to provide this advice or guidance directly, particularly if they are not involved in arranging the travel insurance policies.”

 

Kolatsis also gave a raft of advice to agents when taking bookings for the US. These include making sure clients know they are responsible for their own passport, visa, Esta, and entry requirements, unless they provide a specific visa service, and directing customers to official sources of information, such as the US Customs and Border Protection, Esta, US Embassy and gov.uk websites.

 

She said agents should encourage clients to apply for an Esta as early as possible and to recheck their application status close to departure.

 

“This doesn’t mean it can’t be revoked up until the point of departure but if it is revoked earlier, the traveller may have more opportunity to explore alternative immigration options, including a visa application, than if the issue only comes to light immediately before departure,” she said, stressing agents should avoid any statements suggesting an approved Esta meant guaranteed entry to the US.

 

In the event of US entry being prevented at the last minute, she suggested agents explored practical options with suppliers “but explain that refunds may not be available if the travel services remain available and the issue is with the customer’s entry authorisation.”

 

An Esta being revoked would not “ordinarily” make the organiser or retailer liable or require the retailer to provide a refund or compensation.

 

She added: “It is not the same as the operator cancelling the holiday or failing to perform the package. That said, operators and agents should handle these cases carefully and sympathetically.

 

“Where possible, they may look at whether suppliers will allow a date change, destination change, name change or partial credit towards an alternative trip, but this is likely to be a commercial/customer service led response as opposed to a strict legal obligation.

 

“Much will depend on supplier terms, how close to departure the issue arises, and whether any costs are still recoverable.  The closer to departure this happens, the reality is that there is less chance of recovering any costs.”

 

Tour operators told Travel Weekly they were not aware of widespread issues concerning entry to the US.

 

USAirtours said it had one customer with a Nigerian passport whose US Esta had been revoked.

 

“We are currently not concerned but we may consider raising the awareness around pre-checking Esta status if things get worse,” said chairman and chief people officer Guy Novik.

 

Yvonne Spencer, director of North America Travel Service, said the operator was aware the issue had caused some concern for travellers as a result of media reports but noted: “While there have been a few isolated reports, this isn’t something we are currently seeing reflected in our own customers’ experiences.”

 

She added: “British travellers are continuing to travel to the United States in large numbers without any issues. For most visitors, travel remains straightforward as long as entry requirements are followed and documentation is completed correctly. We would, as always, recommend checking that passports and Estas are valid and up to date before departure.”

 

America As You Like It product director Cath Pusey also said none of its clients had had their Estas revoked, adding: “Given the large number of people travelling from the UK and other Esta-eligible countries to the US every day, I would expect the proportion of travellers affected to be relatively small.

 

“Although we understand the Esta process can be a bit confusing and stressful, the vast majority of UK travellers have no issues entering the US.”

 

She added: “If a client is not eligible to travel under the Esta programme, they will need to apply for a visa. Appointment wait times can be lengthy, but it may be possible to request an expedited appointment if an Esta application has been denied or a previously approved Esta has been revoked and travel is planned before the earliest available appointment date.”

Meanwhile, Ocean Florida has introduced a ‘Confidence Guarantee’, which offers full cancellation protection should an Esta application be declined. The guarantee aims to “remove barriers to booking and support agents to make forward sales”.