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What is Custom Travel Insider’s policy related to Covid-19 for Broadway Across America trips?

Custom Travel Insider (“CTI”) is the official travel provider for Broadway Across America trips.  In the midst of the unprecedented circumstances related to Covid-19, our priority at CTI is the safety and well-being of our patrons who travel with us.   In addition to Broadway having taken an extended “intermission,” much of New York City and the world has been on pause as we collectively address Covid-19’s impact and get on the road to recovery.

With that in mind, beginning in March 2020 we have been providing patrons whose trips had to be  postponed due to Covid-19 and the closure of Broadway the opportunity to re-book to a new trip later in 2020 and on into 2021.    For patrons whose airfare has been ticketed, the airlines have been incrementally extending the window for when flights can be cancelled without change fees as well as the re-booking window which, for most airlines, has now been extended up to 24 months.

In most instances, a patron’s rescheduled trip will be 100% transferrable to the new set of dates.  If rescheduling for a different trip than the postponed one, there may be a difference in package cost.    For those rescheduling to the same trip in 2021 as the 2020 postponed excursion, the package price from 2020 will be carried over to 2021, provided that there are no individual customizations made for the re-booked excursion that would modify pricing.

The CTI team for Broadway Across America Travel will work with you to manage your airline credit and ensure that you are re-booked on comparable flights (subject to availability) for your new travel dates.

Should a patron prefer to cancel, we will work with that patron on the options available.   Given certain non-refundable commitments that were made to various elements of the travel programs at the time of booking, a full refund is generally not available.   However, because we are working in partnership with our vendors to reschedule trips that honor the financial commitments previously made, an exchange to a later date will allow us to work toward the full transferability of the original trip to the newly rescheduled one.

If a patron would like to inquire about transferring his or her trip to a family member, this is another available option (note that any ticketed airfare will need to be credited in the original traveler’s name).   We remain committed to working with our customers during these difficult times and look forward to traveling with you again soon.


General:

What is Broadway Across America Travel & Events?

For more than two decades, Broadway Across America Travel & Events has been providing comprehensive insider theatre travel experiences for its patrons across the United States and Canada. The core of our trip offerings typically includes 12 to 15 excursions to New York City/Broadway each year, two to three international destinations and unique access opportunities in select U.S. cities including Nashville (the CMA Awards each November), New Orleans, Boston, Chicago, Las Vegas and San Francisco/Napa/Sonoma.

Our international programs have included London’s West End, Ireland, Northern Ireland, Paris and Spain with plans to expand to Italy, Scotland and beyond.

Do I need to be a Broadway Across America subscriber to purchase a travel package?

No. In fact, you may have gotten on our list through a single ticket purchase at some point to a Broadway Across America production. All are welcome to join us. Just bring your love of theatre and travel and we will take care of the rest!

How can I be added to your email distribution list regarding future travel offerings?

Please email us at broadwayacrossamerica@ctiexperience.com with your name, home address and phone number and we will have you added to the list. The additional contact info helps insure that we don’t have duplicate listings in our database.

How do I book a trip?

Please call us at (877) 284-4222 (toll free) or (212) 561-5271. You may need to call the (212) number from most Canadian locations.

What happens after I book my trip?

After your places have been confirmed and deposit paid, you will receive an email confirmation and then a separate email with a flight confirmation.

Two to three weeks before your departure date, you will receive an easy-view, easy-print (should you choose to) comprehensive itinerary including confirmation numbers, a schedule of events and tips for making the most of your time in the destination city.

Your show tickets are distributed in person as part of a welcome packet you will receive from your host staff at the hotel.

Where are Broadway Across America Travel guests from?

Our guests are drawn from all over the U.S. and Canada from mostly mid-sized to major markets, but some from smaller towns as well. As such, your group will be an aggregate of theater fans from all around North America with whom you will enjoy good conversation during group meals and tour experiences.

What types of folks travel with Broadway Across America?

Our guests have ranged from 6 to 93! Most are in their 30s to 70s, and we do get our share of teens and younger experiencing Broadway with their parents and grandparents. Broadway Across America travelers include sisters, girlfriends, mothers and daughters, couples and plenty of singles too.

Can my guest travel from a different city than I do?

Yes. That is fairly common among our travelers. If we can, we will look to coordinate your flights to arrive at a similar time at the same airport. On occasions where this is not possible, it may be necessary to add an extra sedan service to accommodate the separate arrival (and perhaps departure as well).


Payment Related:

What is the payment schedule for purchasing a package?

There are non-refundable deposits of 50% of the package cost for a U.S. destination and $1,250 per person for an international package. The balance is then due 60 days prior to the trip for a U.S. destination and 75 days prior for an international package.

What forms of payment do you accept?

We accept Visa, MasterCard and American Express, as well as payments via check or money order.

Can I change my form of payment from my deposit when my balance is due?

Yes. Simply notify a member of our team if you have a replacement credit or would like to have your balance applied to a different card.

Are there any additional costs for taxes and gratuities beyond the stated package costs?

There are no taxes on the package cost as taxes are already accounted for in each individual trip component. Gratuities for group meals and transportation have been arranged. Any gratuities for hotel personnel such as bell or maid staff are at the discretion of each guest.

What is your cancellation policy?

You may cancel your trip package purchase on a courtesy basis at no charge within 3 days of booking, provided we have not yet booked your airfare.  For a courtesy cancellation in which your airfare has been booked and more than 24 hours has passed, your responsibility will be limited to your airfare cost which will be returned to you as a credit, subject to airline guidelines (including change fees) when applying that credit to future travel. Outside of the courtesy cancellation period, our official cancellation policy is as follows (this policy will also be on the 2nd tab of your confirmation/purchase order which will be emailed to you): 

  • A package cancellation request made more than 60 days (75 days for an international trip) prior to a trip is the responsibility of the guests at 50% of the total trip cost.
  • A package cancellation request made more than 31 to 60 days (75 days for an international trip) prior to a trip is the responsibility of the guests at 75% of the total trip cost.
  • A package cancellation request made 30 days or less prior to a trip is non-refundable.
  • We ask that all cancellation requests be submitted via email to broadwayacrossamerica@ctiexperience.com. Of course, you may also call to discuss your consideration of cancelling with one of our representatives.

While this is the official cancellation policy, there are other options including finding someone to take the place of someone who cannot travel. We also may have someone on our waiting list who would be able to assume most elements of your trip, thus potentially reducing your obligations to less than those stated above. Again, in most instances, you will at least be responsible for the cost of your airfare. In the event of a cancellation, you will have a credit with the airline which can be applied to a new flight for up to a year from the time of booking.

What happens in case of inclement weather?

Generally speaking if planes are still flying and the theatres are open, the weekend will proceed as scheduled. If your particular flight is canceled due to weather (or other reasons), we will work with you and the airline to get you here in the most timely and efficient manner.

Do you offer trip insurance?

Yes.  Trip insurance is available at 7% of your overall trip cost for our domestic travel packages and can be added at the time of booking or within 3 days of booking an excursion. For example, for $4,500 trip for 2 the trip insurance cost would be a total of $315. The trip insurance covered by the 7% cost actually is in two parts: 1) the airline component is offered through Allianz which may require a medical/family/personal reason for not traveling and 2) the balance of the trip which can be cancelled without documenting a particular medical, personal or family reason. We do request 48 hours’ notice (phone call followed by an email) whenever possible, but realize that is not always possible.


Airfare/Hotel:

Is my city included among the most major markets for which airfare is included in the package?

Most major U.S. airports (and many mid-sized as well) are included. However, some mid/major city pairings may require a supplement depending on how close the trip is confirmed relative to the travel dates. Specific airline/flight number requests can also occasionally also trigger a supplement.

How about Canada?

We welcome guests from the Canadian provinces. The majority of Broadway Across Canada cities/airports will come with an airfare supplement cost. Your representative can assist you in determining what your supplement would be, if there is one.

When is airfare booked?

In most instances, airfare can be booked the day you reserve your trip.

Can I customize a package without airfare?

Yes, if you would like to drive, take the train or book your own airfare by redeeming points or miles, we can customize your trip package cost. Please inquire as to the cost reduction.

Can I still be picked up at the airport if I book my own airfare?

Yes, we just ask that you provide you’re flights details to our team once your flight is booked.

Can I pay to upgrade my flight to First/Business Class?

Certainly. Your representative will advise you as to the cost difference.

Can I earn miles on my flights?

Yes, including group flights which mostly apply to international trips. Please provide your frequent flyer number at the time of booking your trip.

Can I earn hotel points?

Generally no since it is a group booking. However, your membership in a hotel rewards program may allow you to receive other perks or upgrades.

Can I extend my stay by arriving earlier or staying longer?

Yes, generally we will be able to extend a group rate to you. Please inquire with your representative. Your sedan service and airfare can be adjusted according to your customized travel dates. Also, many of our guests coming from the Pacific time zone will elect to come in a day early to get a head start on the time change.


Shows/Meals:

How are the seats for the shows?

All of our seats are orchestra/front mezzanine seats, the top category for groups in Broadway theatres. Within that category, most of our tickets are in the orchestra as the front mezzanine is limited to the first few rows. New York City theatres are generally quite intimate compared with spacious venues you might have in your home market.

Can I replace a scheduled show with another one of my choosing?

Yes, if you have seen a particular show in our program or have your heart set on a particular show that’s not part of the weekend, please inquire as to the option to make a substitution. There may be a cost difference for the replacement show.

Can I add a 4th show?

Yes, the schedule for most of our packages leave a space where a 4th show could be added – either on your own or through Broadway Across America Travel.

What meals are included in the package?

The meal inclusions are the welcome dinner on the first night and our traditional group Q & A lunch at Sardi’s.   Each meal is a full buffet or set of menu selections including cocktails, dessert and coffee.  We can also accommodate dietary considerations such as vegetarian and gluten-free.

Is transportation provided to the shows?

No, our hotels are in the theatre/midtown district and it is generally much easier to get around on foot than via transportation. That said, a few of our weekends do include transportation for certain components, including the Tony Awards at Radio City Music Hall, the CMA Awards in Nashville, and some of our shopping tours.

Can you accommodate guests with disabilities?

Yes, the hotels have elevators as well as handicapped rooms of various types, which we can request. Most of our restaurant locales do offer an elevator option as needed. We can also request wheelchair seating (a seat which is removable for a wheelchair or scooter) or aisle seats for patrons with some mobility limitations. Access to restrooms in the theaters can vary greatly so that is a consideration during show time.