Information on smarTours Claim Forms
Consumer protection has been a cornerstone of the United States Tour Operators Association since its inception in 1972. When you book a vacation with a USTOA Active Member, your investment is backed by the USTOA $1 Million Travelers Assistance Program. It's a program that offers solid peace of mind, so you can relax and enjoy a worry-free, unforgettable travel experience.
USTOA's founding purpose was to protect travelers against losses arising from bankruptcy, insolvency, or cessation of business by any Active Member of the association. For more than 50 years, the USTOA has maintained its $1 Million Travelers Assistance Program, ensuring a financial safety net for consumers who travel with its U.S.-based member tour operators.
How Do I Know a Tour Operator Participates in the USTOA $1 Million Travelers Assistance Program?
When you see the USTOA Active Member logo with the emblem identifying the $1 Million Travelers Assistance Program, you can be confident it signifies a company that upholds the travel industry's highest standards.
How Does the Program Work?
Each USTOA Active Member is required to participate in the USTOA $1 Million Travelers Assistance Program by posting a $1 million security in the form of a bond, letter of credit, or U.S. Treasury bill. The security, held by the United States Tour Operators Association Inc. Tour Depositors Trust, is solely for use in reimbursing consumers for tour payments or deposits lost in the event of:
- A USTOA Active Member bankruptcy
- A USTOA Active Member insolvency
- A USTOA Active Member cessation of business
- The failure of a USTOA Active Member to refund consumer deposits or payments within 120 days following its cancellation of a tour or vacation package or its material failure to complete performance of a tour or vacation package.
In some cases, such as one of the larger tour operators becoming insolvent, the $1 million security may not cover all losses. Also, some tour operator brands share coverage under their corporate owner's $1 million security. In addition to financial protection, USTOA offers travelers invaluable assistance in the event of Active Member insolvency:
- USTOA will ask all member companies to provide assistance to affected travelers in whatever way they can, on a voluntary basis.
- USTOA will inform consumers on their rights of recovery and provide a consumer information center through its ustoa.com website, keeping travelers apprised of the latest developments.
- USTOA will serve as a clearinghouse of information, apprising travelers and the press of available options.
What is Covered?
The USTOA $1 Million Travelers Assistance Program protects consumers for up to $1,000,000 in the aggregate from loss of deposits and payments for tours or vacation packages in the event of a USTOA Active Member bankruptcy, insolvency, cessation of business, or material failure to complete performance of a tour or vacation package.
When Can I File a Claim?
A claim can be filed when a member tour operator declares bankruptcy, becomes insolvent, or ceases business operations, or 120 days following the failure of a tour operator to refund a payment or deposit after a cancellation or material failure to complete performance of a tour or vacation package. The USTOA $1 Million Travelers Assistance Program covers tours or vacation packages paid for up to seven days following official notification to USTOA of an Active Member's bankruptcy, insolvency, or cessation of business.
If I Decide to Cancel, Does the USTOA $1 Million Travelers Assistance Program Cover Me?
No. Individual trip cancellation insurance is available and may be obtained through your travel advisor or tour operator.
What if I've Already Paid for a Tour or Vacation Package in Advance, and the Tour Operator Goes Bankrupt Before the Scheduled Departure Date?
You are protected within the limits of the coverage as long as your payment or deposit was made prior to or within seven days following notification to USTOA of the bankruptcy, insolvency, or cessation of business.
Is There an Extra Charge for this Coverage?
No. Each time you travel with a USTOA Active Member company, your deposits and payments for tours and vacation packages are automatically protected up to the limits of the coverage at no extra charge.
How is a Claim Made?
Once a USTOA Active Member has declared bankruptcy, become insolvent, or demonstrated cessation of business, USTOA makes claim forms available on its ustoa.com website. Claim forms may also be obtained from the USTOA Executive Office located at 345 Seventh Ave., Suite 1801, New York, NY 10001; by calling the association at 212-599-6599; or via email to ustoaclaims@ustoa.com.
Claims can only be made for bookings with current USTOA Active Member Tour Operators: Not all U.S.-based tour operators are members of USTOA and participants in the USTOA $1 Million Travelers Assistance Program.
Is There a Deadline for Filing Claims?
Yes. Claims must be filed no later than 90 days after the bankruptcy, insolvency, cessation of business, or failure to refund on account of cancellation or non-performance.
Who Will Reimburse Me?
Reimbursements will be made through USTOA or its authorized representative.
Can Associate Members Participate in the Program?
No, the USTOA $1 Million Travelers Assistance Program is only for USTOA Active Members.
