A natural disaster, closed borders or a wave of cancelled flights — these are rare but real situations where a tour can't go ahead through no fault of yours or the operator's. The important thing to know is that you're not left to deal with it alone: tourism law and your insurance policy set out what alternative you'll be offered and exactly what gets refunded.
In a force majeure event the operator usually offers an alternative — new dates, a replacement hotel or destination — or a refund of what you paid, minus costs already incurred. Your protection comes from your insurance policy and from tourism law. For the terms that apply to your specific trip, check «My bookings» or ask support.
01 / What it isWhat counts as force majeure
Force majeure means extraordinary and unavoidable circumstances that make a trip impossible or unsafe and arise beyond either party's control. Unlike an ordinary cancellation you initiate yourself, special rules apply: the operator won't charge you a penalty for backing out, but it also can't return what it has already spent, non-refundably, on putting the tour together.
- Natural disasters — earthquakes, floods, volcanic eruptions or wildfires in the holiday area.
- Border closures, quarantine measures or official travel advisories.
- Mass flight cancellations, strikes, or suspension of air service to the destination.
- Military or political events that make staying in the region unsafe.
02 / OptionsWhat you'll be offered: an alternative or a refund
In a force majeure situation the operator usually offers you a choice between two routes. The first is to keep the trip by changing its details. The second is to cancel the contract and get a refund, minus costs already incurred. Here's how they compare.
03 / What to doWhat to do if the tour is cancelled
Wait for the official notice
The decision to cancel rests with the operator. The notice will arrive at the contacts on your booking and appear in «My bookings» — go by that, not by the news.
Tell us which option you want
Let us know what works for you — reschedule, replacement or refund — and put your choice in writing through support.
Gather your documents
Keep the contract, the voucher, the payment confirmation and the cancellation notice — you'll need them for the refund and for your insurer.
File for the refund if you chose money
Submit the refund request and ask for a breakdown of any deductions. How long the money takes to arrive depends on your bank and the suppliers.
04 / ProtectionWhere your protection lies: insurance and the law
Protection works on two levels at once. Tourism law requires the operator, in a force majeure event, to offer an alternative or return the price minus real costs, and the operator's liability is additionally backed by financial guarantees. Your insurance policy can cover what the law doesn't refund: unexpected evacuation costs, accommodation during a delay, or cancellation for personal reasons — provided that option is included.
05 / FAQFrequently asked questions
Will I get the full amount back in a force majeure event?
As a rule the refund is paid minus costs actually incurred — what the operator has already paid suppliers non-refundably. Ask the operator for the exact figure and a breakdown; insurance may cover part of what isn't returned.
Can I turn down the alternative and ask for money instead?
Yes. The offer to reschedule or replace the tour is a choice, not an obligation. You can cancel the contract and receive a refund on the standard terms.
I'm already on the trip and force majeure has begun. What should I do?
Contact your insurer's assistance line and the local host, and follow the instructions of the local authorities. Then message us through support or your account — we'll help with evacuation, accommodation and the refund paperwork.
What's the fastest way to reach you about my booking?
Message the bot @sales_travel_bot or call 8 800 1000-646. Keep your booking number from «My bookings» handy so we can help you faster.