Below is a list of frequently asked questions about the current COVID-19 status with regards to your trip with Brightspark. As we are currently experiencing larger than expected call volume, we ask that for all inquires about cancelled tours and refunds please email to facilitate a faster response.

COVID-19 FAQs

Brightspark will assist in the streamlining of the claim process by providing the insurance company all the information pertaining to your school. There is no need for individual parents, who do not have access to the necessary information (for example,$ amounts, dates, etc) required, to contact the insurance company as you will not be able to start the claim without this information.

We first need to receive specific cancellation documentation from the school, and then Brightspark will include its paperwork and submit the entire package for all passengers who purchased insurance Travel Guard will input the cancellation information, and will email a claim document that need to be signed and returned to them. Upon receiving your signed documents, Travel Guard will review your documents and finalize the claim process.

This entire process can take up to 8-12 weeks or more, due to the volume of claims Travel Guard is receiving. 

We appreciate your patience as we have many groups cancelling that require insurance claim submissions.

If your question has not been answered, please contact us at customerservice@brightsparktravel.ca

Currently, all payments are subject to Brightspark’s terms and conditions. We encourage all parents to investigate the following avenues to make a potential insurance claim:

a) Call your own travel insurance company: The majority of those who choose not to purchase a Travel Protection Plan when registering for their Brightspark trip do so because they have travel insurance through another policy. Please reach out to your personal travel insurance for assistance, if applicable.
 
b) Call your credit card company: For those who had completed payments for their trip using a credit card, you can confirm with the credit card company if they have a travel insurance policy. Many Platinum and Travel loyalty cards have travel benefits and insurance that may cover you in this situation.
 
c) Check with your home or work insurance policy: Some insurance policies have coverage for family members when travelling outside of Canada and may be able to offer students and families assistance.
 

If your question has not been answered, please contact us at customerservice@brightsparktravel.ca

Once the school or school board makes the decision to cancel the trip, we will require a letter on school letterhead signed by the principal informing Brightspark of the cancellation. Brightspark will contact the insurance company with all our documentation, the signed letter, as well as the names and email addresses of all the parents. Travel Guard Insurance will email the parent a claim document that needs to be signed and returned in order to complete the claim. Once the parent sends the signed documents back to the insurance company, the claim will be reviewed, and the refund process will start.

If you don’t want to wait for the school to cancel the trip, you may also cancel your child’s reservation at any time. If you purchased the Travel Guard Insurance, you can make a claim to receive a refund through Travel Guard for anything that is not refundable by Brightspark. Please note, the insurance premium is not refundable.

If you did not purchase the Travel Guard Insurance, you will be subject to our terms and conditions that you agreed to upon registering. You may be entitled to a portion back from Brightspark and we will work with your school to get that information to you in a timely manner.

We are working with our partners at the various schools and school boards on how to proceed with all trips. Any official notification of a cancellation will be sent by your school and will include instructions on next steps.

Travel Guard is a global insurance provider. The Government of Canada has issued a warning for all travel outside of Canada. Many schools have cancelled their trips and Travel Guard is now dealing with many claims submitted by Brightspark, as well as other companies and individuals. This has most likely delayed their claims and refund process. We appreciate your patience in this matter.

We are able to do that for you. Please send us the name of your child and their school and it can be removed.

 

For inquiries related to COVID-19 and its impact on your program, please email customerservice@brightsparktravel.ca