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COVID-19 Protocols

This protocol is based on currently available information and will be updated as soon as new information is available.

This document has been prepared by Pionero Travel, gathering information from national and international organizations. This initiative arises as a response to the need for having a risk management manual to prevent the COVID 19 contagion, while producing a document that may be of use to our partners, providers, employees, and travelers helping to establish official protocols in this matter.

General Travel
• Collaborate with our providers to establish a common protocol and precautions to put in place.
• Set flexible terms and conditions and make sure our providers do the same so we can make changes or postponements at the convenience of the travelers and avoid high fees and clearly communicate this to the travelers.
• Travel insurance is highly recommended.
• Design programs that combine destinations that are easily and quickly accessible by land minimizing air travel within a country or area. Example: Araucania & Lake District combining with Argentine side, Coast/Wine/Central Valley, Self-drive itineraries.
• Promote remote locations with low population and traveller densities with a focus on the outdoors, culinary and intimate cultural experiences.

Air Travel

• Use “Salon Protocolo” or “VIP Arrivals areas” these are exclusive areas of airports generally used for international arrivals and departures limiting contact between passengers, crew and airport personnel.
• Online check in is mandatory
• Arrival at the airport 2.5 hrs. prior to departure
• Use the counter only for luggage check-in
• Obligatory security and health check and reduced group boarding will be in place.
• Sky Airlines has announced the following:
• The central seat between passengers will be free every two rows will disembark at a time to maintain social distancing.
• Daily rigorous disinfecting and renewing the cabin air every 3 minutes will take place on the plane.
• They will use HEPA filters to eliminate 99% of microscopic particles.

Hotels & All – Inclusive Lodges

• Use boutique hotels that have committed to protocols against COVID-19 like this one.
• In case client has requested an all — inclusive lodge with a shared program instead of our private programs, we suggest private programs at Awa, Hangaroa, Awasi, Alto Atacama, among others that have established protocols against Covid-19

Tours & Activities

• Equipment is to be understood as any element provided to the client for his/her own use during the tour as well as the communitarian equipment, which is also under the same protocol. The equipment is to be sanitized according to the protocols of the Ministry of Health (MINSAL) regarding disinfection.
• Any personal equipment is to be of use solely by each client and properly identified (helmet, harness, ice axe, binoculars, bicycles, oars, etc.). For the communitarian use (i.e., telescopes) each client will have a cleaning and disinfecting kit that they will use to clean such equipment after use before handing it down to another client.
• Regarding the use of common areas in state-protected wild areas, protocols produced by  CONAF (National Forest and Protected Areas Services) are to be followed and in the case of using natural areas where there are no hygienic services or facilities of the sort, the Leave No Trace guidelines are to be used which will have to be explained by the guide in charge of the activity during the safety briefing.

Drivers & Guides

• Guides and drivers always need to use masks. Provide masks, hand sanitizers, and plastic gloves for travelers in the van and try to maintain when possible a 2 m / 6.5 ft distance from the travelers.
• The guide is to deliver to the client the information, restrictions, and care to be aware of during the tour when the activity starts. Risk management briefing is to take place before getting on the transport vehicle, in an open space and has to include: the double check of the client´s personal protection equipment (mask or facial protector), the proper way to sneeze, cough or yawn, encouragement the practice of not touching one´s face with the hands and taking the temperature of each client, the guide and the driver, action that is to be done properly in plain sight of the clients.
• The guide is to be aware to keep the group away from other visitors and of not to use the same resting places.
• The guide is to make sure that the interaction with people foreign to the tour is limited to the minimum. Minimize visits to places where many people are gathering like restaurants, museums, funiculars , etc.

Transportation
• Clients and staff must wash their hands using hand sanitizer or soap and water every time that they get on the vehicle.
• Clients also must wear a health mask during the transportation or during any time spent inside the vehicle.
• All vehicles used for transportation of travelers during day tours or multi-day tours should be disinfected prior each departure, during the tour and after every day of use. The disinfection will be made by Pionero Travel staff or the transportation company in case the service is provided by a vendor. During the tour, the disinfection will be properly executed by the driver. Pionero Travel will be in charge of a proper training for drivers for an accurate and efficient cleaning operation and will have a monitoring journal with date, time and person in charge of each of this operation.
• The vehicle will be used with a 60% of its capacity always leaving a seat empty beside or in front of every client in case client clients has booked a shared service. This protocol will not apply (except if it is requested) for couples, family members or group of friends traveling together.
• Seat rotation will not be suggested during a tour except after the daily disinfection procedure. This suggestion will not apply for couples, family members or group of friends traveling together.
• Any personal item of the client and staff should be placed in their own seat or space taking care that personal objects are always under the control of the owner.
• Circulation of air in the vehicles will be especially important. Drivers must be aware of always allow the external circulation of air and keep the vehicle always well ventilated.
• For other means of transport, such as ferries and boats, specific protocols will apply, all of them according to the Health Minister directions.
• Check and enforce the correct use of means of transport according to existing regulations of National Health authority in relation to the number of clients per vehicle and disinfecting protocols before, during and after its use. Rotation of seat during transportation will not be allowed, except for members of the same family groups or couples.

Food & Restaurants

• Providing a private picnic lunch at a park etc. (or upgraded box lunch)
• For boxed lunches, food will be sealed and individually distributed. Each client is to transport their own food thus preventing manipulation by a third party. Food will be individual, and clients are not to share either food or utensils. Waste generated by each client during the activity is to be handled only and exclusively by them until reaching a place they can be disposed of. To such effect, personal containers will be provided for collecting garbage.
• In the case of local vendors for food, it will be responsibility of the company to check and make sure the proper protocols for handling and manipulation of food according to the regulations of health authorities. Regarding food in gastronomic establishments protocols from health authorities are to be enforced, being company responsibility to check that such establishments fulfill sanitary and hygiene conditions.

General Recommendations for Travelers

• To accept and to follow all protocols indicated by the guide and the company.
• To respect the recommended minimum distance of 2m /6 feet with other clients, with the guide and other people during the activity, unless the people in question are members of the same family group.
• To bring his/her own bottle of water, his/her own mask and mhis/her own sanitizer, gel or other method of disinfection, regardless of the fact that the provider in charge of the activity will have extras if needed.
• The client is to accept, in case of presenting any of the symptoms of COVID 19, not to participate in the programmed activity to look after his/her own, the staff and the other client´s health. Participants in close contact with the person with potential symptoms are to avoid participation in the activity as well.
• The client can demand to know and be given access to the company´s contagion prevention plan at any given time.

Terms & Conditions

These are special terms in conditions that consider COVID 19 and offer more flexibility to travelers to modify or cancel their travel plans. They will be applicable until further notice.

Reservation and Payment:

• A deposit of 10% is required to secure a reservation, unless otherwise stated.
• The remaining balance is due 30 days prior to departure unless otherwise noted. Failure to make your final payment on time is considered a cancellation on the part of the passenger.
• 100% payment is required to confirm reservations for any trip booked with less than 60 days anticipation.
• Payments made by bank (wire) transfer in US dollars do not include any fees charged by your bank. Any transfer fees must be covered by the sender.
• While we endeavor to keep posted current information, please note that rates and programs are subject to change without prior notice.
• Prices quoted are based on foreign exchange values and tariffs currently in effect and prices are subject to change.
• Confirmation or payment of the tour cost constitutes your acceptance to the Terms and Conditions.

Travel Insurance:
It is strongly recommended for the client to obtain their own travel insurance. Pionero Travel recommends full comprehensive coverage. It is the sole responsibility of the client to obtain and purchase travel insurance.

Modifications, Cancellations & Refunds:

• Pionero Travel reserves the right to modify or cancel any tour or visit due to any operational matters, weather conditions, or as desired. In this case, Pionero will make every effort to modify the planned itinerary and replace it with another tour or activity of the same category or better. If this is not possible, a full or partial refund is due to the client.
• Pionero Travel reserves the right to refuse to accept or continue services an individual or individuals of the party at any time (in such case, a refund will be based on the actual cost of the unfinished portion of tour). The party is responsible for any additional expenditures incurred by delays or cancellations beyond Pionero’s control.
• Money will not be refunded if the client fails to show up to the tour at the designated place and time.
• Purchased flights are non-refundable.
• If for any reason the client needs to cancel the trip, the reservation deposit may be returned minus a trip cancellation fee. For this reason, we strongly recommend trip cancellation insurance.

All cancellations must be in writing and the following cancellation fees apply:
• 60+ days prior to arrival: refundable except vendor expenses, cancelation fees, and deposits.
• 31 – 45 days prior to arrival: A Pionero Travel cancelation fee of 10% of the total booking will be applied.
• 30 days or less prior to arrival: No refunds. There will be no refunds for missed days on tour or any unused services/accommodation during the tour program.
• We will accept changes without penalty or rate changes. Date changes can be made up to 1 week before arrival without any penalty for land costs. For all-inclusive hotels and third-party providers, their terms and conditions will be applied, and we will see this case by case.
• Pionero Travel will attempt to accommodate the client’s special requests, for example, room locations and bed preferences at hotels, or modifications of tours and visits during your stay with us. Nevertheless, we cannot guarantee or be held responsible if such special requests cannot be fulfilled.
• Cancellation or compensation payments do not apply due to “Force Majeure,” that is, unusual events and unforeseeable circumstances beyond the control of Pionero Travel or its sub-contractors for events that occur such as war, pandemics, strikes, riots, terrorist activity or threats, natural disasters, climate conditions or fire, environmental emergencies, transport changes in airline companies, boaters and land carriers, changes in providers, etc.

Limits on Responsibility and Insurance:
• Pionero Travel is a legal entity duly existing and incorporated in Chile. It purchases transportation, hotel accommodation, restaurant, services of professional guides, camp staff and other services from various independent suppliers (including but not limited to other Pionero Travel companies), that are not subject to its control. In addition, the programs include outdoor physical activity and contact with nature, involving some level of risk, depending on several events and circumstances over which Pionero Travel has no control.
• Pionero Travel cannot therefore, be liable for death, personal injury or any other loss that may occur (a) due to any act or omission of any such supplier, or (b) by reason of any other event over which it has no control. Confirmation or payment of the tour constitutes your acceptance of the above exclusion of liability provision.

Other Conditions:

• Baggage and personal effects, including items purchased, are the sole responsibility of the owners always and no employee/agent of Pionero Travel or associated companies is authorized to accept these for storage and safekeeping.
• Pionero Travel is not responsible for lost or stolen items. Shipment costs for any items left behind will be paid by the client.

COVID-19 Protocols

This document has been prepared by Pionero Travel, gathering information from national and international organizations. This initiative arises as a response to the necessity of having a risk management manual to prevent the COVID 19 contagion, while producing a document that may be of use to our partners, providers, employees, and travelers to establish official protocols in this matter.
This protocol is based on currently available information and could be updated based on new information.

General Travel
• Collaborate with our providers to establish a common protocol and precautions to put in place.
• Set flexible terms and conditions and make sure our providers do the same so we can make changes or postponements at the convenience of the travelers and avoid high fees and clearly communicate this to the travelers.
• Travel insurance is highly recommended.
• Minimize air travel and make programs that combine destinations that are easily and quickly accessible by land. Example: Araucania & Lake District combining with Argentine side, Coast/Wine/Central Valley, Self-drive itineraries.
• Promote remote locations where population and travel density are low with a focus on the outdoors, and culinary and intimate cultural experiences.

Air Travel
• Use Salon Protocolo VIP Arrivals for international arrivals and departures limiting contact between passengers and transport workers, and passengers themselves.
• Online check in is mandatory
• Arrival at the airport 2.5 hrs. prior
• Use the counter only for luggage check in
• Obligatory security and health check and reduced group boarding will be in place.
• Sky has announced that:
• the central seat between passengers will be free every two rows will disembark at a time to maintain social distancing.
• Daily rigorous disinfecting and renewing the cabin air every 3 minutes will take place on the plane.
• They will use HEPA filters to eliminate 99% of microscopic particles.

Hotels & All – Inclusive Lodges
• Use boutique hotels that have committed to following protocols
• In case client has requested an all – inclusive lodge with a shared program instead of our private programs, we suggest private programs at Awa, Hangaroa, Awasi, Alto Atacama, among others that established protocols against Covid-19

Tours & Activities
• Equipment is to be understood as any element provided to the client for his/her own use during the tour as well as the communitarian equipment, which is also under the same protocol. The equipment is to be sanitized according to the protocols of the Ministry of Health (MINSAL) regarding disinfection.
• Any personal equipment is to be of use solely of each client and properly identified (helmet, harness, ice axe, binoculars, bicycles, oars, etc.). For the communitarian use (i.e. telescopes) each client will have a cleaning and disinfecting kit that they will use to clean such equipment after use before handing it down to another client.
• Regarding the use of common areas in state protected wild areas, protocols produced by  CONAF (National Forest and Protected Areas Services) are to be followed and in the case of using natural areas where there are no hygienic services or facilities of the sort, the Leave No Trace Techniques are to be used which will have to be explained by the guide in charge of the activity during the safety briefing.

Drivers & Guides
• Guides and drivers always need to use masks. Provide masks, hand sanitizers, and plastic gloves for travelers in the van and try to maintain when possible a 2 mt. / 6.5 ft distance from the travelers.
• The guide is to deliver to the client the information, restrictions, and care to be aware of during the tour when the activity starts. Risk management briefing is to take place before getting on the transport vehicle, in an open space and has to include: the double check of the client´s personal protection equipment (mask or facial protector), the proper way to sneeze, cough or yawn, encouragement the practice of not touching one´s face with the hands and taking the temperature of each client, the guide and the driver, action that is to be done properly in plain sight of the clients.
• The guide is to be aware to keep the group away from other visitors and of not to use the same resting places.
• The guide is to make sure that the interaction with people foreign to the tour is limited to the minimum. Minimize visits to places where many people are gathering like restaurants, museums, funiculars etc.

Transportation
• Clients and staff must wash their hands using hand santizer or soap and water every time that they get on the vehicle.
• Clients also must wear a health mask during the transportation or during any time spent inside the vehicle.
• All vehicles used for transportation of travelers during day tours or multiday tours should be disinfected prior each departure, during the tour and after every day of use. The disinfection will be made by Pionero Travel staff or the transportation company in case the service is provided by a vendor. During the tour, the disinfection will be properly executed by the driver. Pionero Travel will be in charge of a proper training for drivers for an accurate and efficient cleaning operation and will have a monitoring journal with date, time and person in charge of each of this operation.
• The vehicle will be used with a 60% of its capacity always leaving a seat empty beside or in front of every client in case client clients has booked a shared service. This protocol will not apply (except if it is requested) for couples, family members or group of friends traveling together.
• Seat rotation will not be suggested during a tour except after the daily disinfection procedure. This suggestion will not apply for couples, family members or group of friends traveling together.
• Any personal item of the client and staff should be placed in their own seat or space taking care that personal objects are always under the control of the owner.
• Circulation of air in the vehicles will be especially important. Drivers must be aware of always allow the external circulation of air and keep the vehicle always well ventilated.
• For other means of transport, such as ferries and boats, specific protocols will apply, all of them according to the Health Minister directions.
• Check and enforce the correct use of means of transport according to existing regulations of National Health authority in relation to the number of clients per vehicle and disinfecting protocols before, during and after its use. Rotation of seat during transportation will not be allowed, except for members of the same family groups or couples.

Food & Restaurants
• Providing a private picnic lunch at a park etc. (or upgraded box lunch)
• For boxed lunches, food will be sealed and individually distributed. Each client is to transport their own food thus preventing manipulation by a third party. Food will be individual, and clients are not to share either food or utensils. Waste generated by each client during the activity is to be handled only and exclusively by them until reaching a place they can be disposed of. To such effect, personal containers will be provided for collecting garbage.
• In the case of local vendors for food, it will be responsibility of the company to check and make sure the proper protocols for handling and manipulation of food according to the regulations of health authorities. Regarding food in gastronomic establishments protocols from health authorities are to be enforced, being company responsibility to check that such establishments fulfill sanitary and hygiene conditions.

General Recommendations for Travelers
• To accept and to follow all protocols indicated by the guide and the company.
• To respect the recommended minimum distance of 2 mt /6 feet with other clients, with the guide and other people during the activity, unless the people in question are members of the same family group.
• To bring his/her own bottle of water, his/her own mask and his/her own sanitizer, gel or other method of disinfection, regardless of the fact that the provider in charge of the activity is to have extra stash if needed.
• The client is to accept, in case of presenting any of the symptoms of COVID 19, not to participate in the programmed activity to look after his/her own, the staff and the other client´s health. Participants in close contact with the person with potential symptoms are to avoid participation in the activity as well.
• The client can demand to know and be given access to the company´s contagion prevention plan at any given time.

Terms & Conditions
These are special terms in conditions that consider COVID 19 and offer more flexibility to travelers to modify or cancel their travel plans. They will be applicable until further notice.

Reservation and Payment:
• A deposit of 10% is required to secure a reservation, unless otherwise stated.
• The remaining balance is due 30 days prior to departure unless otherwise noted. Failure to make your final payment on time is considered a cancellation on the part of the passenger.
• 100% payment is required to confirm reservations for any trip booked with less than 60 days anticipation.
• Payments made by bank (wire) transfer in US dollars do not include any fees charged by your bank. Any transfer fees must be covered by the sender.
• While we endeavor to keep posted current information, please note that rates and programs are subject to change without prior notice.
• Prices quoted are based on foreign exchange values and tariffs currently in effect and prices are subject to change.
• Confirmation or payment of the tour cost constitutes your acceptance to the Terms and Conditions.

Travel Insurance:
It is strongly recommended for the client to obtain their own travel insurance. Pionero Travel recommends full comprehensive coverage. It is the sole responsibility of the client to obtain and purchase travel insurance.

Modifications, Cancellations & Refunds:
• Pionero Travel reserves the right to modify or cancel any tour or visit due to any operational matters, weather conditions, or as desired. In this case, Pionero will make every effort to modify the planned itinerary and replace it with another tour or activity of the same category or better. If this is not possible, a full or partial refund is due to the client.
• Pionero Travel reserves the right to refuse to accept or continue services an individual or individuals of the party at any time (in such case, a refund will be based on the actual cost of the unfinished portion of tour). The party is responsible for any additional expenditures incurred by delays or cancellations beyond Pionero’s control.
• Money will not be refunded if the client fails to show up to the tour at the designated place and time.
• Purchased flights are non-refundable.
• If for any reason the client needs to cancel the trip, the reservation deposit may be returned minus a trip cancellation fee. For this reason, we strongly recommend trip cancellation insurance. All cancellations must be in writing and the following cancellation fees apply:
• 60+ days prior to arrival: refundable except vendor expenses, cancelation fees, and deposits.
• 31 – 45 days prior to arrival: A Pionero Travel cancelation fee of 10% of the total booking will be applied.
• 30 days or less prior to arrival: No refunds. There will be no refunds for missed days on tour or any unused services/accommodation during the tour program.
• We will accept changes without penalty or rate changes. Date changes can be made up to 1 week before arrival without any penalty for land costs. For all-inclusive hotels and third-party providers, their terms and conditions will be applied, and we will see this case by case.
• Pionero Travel will attempt to accommodate the client’s special requests, for example, room locations and bed preferences at hotels, or modifications of tours and visits during your stay with us. Nevertheless, we cannot guarantee or be held responsible if such special requests cannot be fulfilled.
• Cancellation or compensation payments do not apply due to “Force Majeure,” that is, unusual events and unforeseeable circumstances beyond the control of Pionero Travel or its sub-contractors for events that occur such as war, pandemics, strikes, riots, terrorist activity or threats, natural disasters, climate conditions or fire, environmental emergencies, transport changes in airline companies, boaters and land carriers, changes in providers, etc.

Limits on Responsibility and Insurance:
• Pionero Travel is a legal entity duly existing and incorporated in Chile. It purchases transportation, hotel accommodation, restaurant, services of professional guides, camp staff and other services from various independent suppliers (including but not limited to other Pionero Travel companies), that are not subject to its control. In addition, the programs include outdoor physical activity and contact with nature, involving some level of risk, depending on several events and circumstances over which Pionero Travel has no control.
• Pionero Travel cannot therefore, be liable for death, personal injury or any other loss that may occur (a) due to any act or omission of any such supplier, or (b) by reason of any other event over which it has no control. Confirmation or payment of the tour constitutes your acceptance of the above exclusion of liability provision.

Other Conditions:
• Baggage and personal effects, including items purchased, are the sole responsibility of the owners always and no employee/agent of Pionero Travel or associated companies is authorized to accept these for storage and safekeeping.
• Pionero Travel is not responsible for lost or stolen items. Shipment costs for any items left behind will be paid by the client.

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