USTOA $1 Million Travelers Assistance Program for smarTours
Please carefully read all the information on this page.
Updated: March 13, 2025
If you submitted a claim form to USTOA Travelers Assistance Program for smarTours, an email from ustoaclaims@ustoa.com will be sent to the email address on the form to confirm receipt. Please check your spam/junk folder if you do not receive it.
Effective January 31, 2025, smarTours ceased operations and is no longer a USTOA member, and as such, no longer participates in the USTOA $1 Million Travelers Assistance Program.
Travel advisors and consumers should be aware that partial or full reimbursement of lost payments and/or deposits for smarTours made on or prior to January 31, 2025, may be protected under the USTOA $1 Million Travelers Assistance Program. Passenger deposits and payments made directly to smarTours on or after February 1, 2025 will not be covered by the USTOA Program.
Please note that passengers who are eligible and entitled to reimbursement from other sources, such as credit or debit card consumer protection insurance, credit or debit card chargebacks, airline or airline agencies, or other travel insurance benefits, are not eligible for reimbursement from the USTOA $1 Million Travelers Assistance Program.
USTOA advises smarTours’ passengers who have lost a payment or deposit made to smarTours on or prior to January 31, 2025 to take the following steps before submitting a claim for reimbursement from the USTOA $1 Million Travelers Assistance Program:
- If payment was made directly to smarTours by credit or debit card, the passenger should immediately submit a claim with the credit or debit card issuer. See below for more information about credit or debit card payments.
- If third party travel insurance was obtained, the passenger should immediately submit a claim with the insurer.
- If payment was submitted directly to an airline or airline agency for airline tickets, the passenger needs to contact his or her airline or airline agency directly. Any payments made directly to the airline or airline agency are not covered under the USTOA $1 Million Travelers Assistance Program.
To the extent you are not entitled to reimbursement of your deposit or payment made directly to smarTours from any (i) credit or debit card consumer protection programs or chargebacks programs, or (ii) third party insurer, or in the event your payment was made by cash, check or electronic payments (i.e. – wire transfer or ACH) and you have no travel insurance, you should then submit a claim for reimbursement from the USTOA $1 Million Travelers Assistance Program. In all events, claim forms for the USTOA Program must be postmarked no later than May 1, 2025.
Consumers who qualify for refunds of lost deposits and payments made directly to smarTours (and travel advisors filing a claim on behalf of their clients) must complete and timely file a claim form (Consumer or Travel Advisor) for reimbursement from the USTOA $1 Million Travelers Assistance Program. USTOA will cross-check information on claim forms with passenger data information we receive directly from smarTours.
Download Consumer Claim Form
Download Travel Advisor Claim Form
The $1 Million proceeds of the USTOA $1 Million Travelers Assistance Program will be distributed pro rata among eligible claimants. There is no “first come first served” policy for reimbursement. The USTOA $1 Million Travelers Assistance Program does not cover travel advisor commissions.
- All claims must be made on the appropriate form; credible substantiation, documentation and written proof of payments must accompany the completed claim form.
- USTOA Claim form completed and signed
- Documentation of written proof of:
- payment(s) made to smarTours from the passenger by credit or debit card, cash, check, or electronic payment (i.e.- wire transfer or ACH)
- smarTours’ receipt of payment(s)
- credit or debit card issuer decline for chargeback
- third-party travel insurance decline for refund
- Do not email claim forms as they will not be accepted. Submit hard copies of all claim forms, with backup documentation, by certified mail, return receipt requested to:
USTOA Travelers Assistance Program
345 Seventh Avenue, Suite 1801
New York, NY 10001
- Due date: May 1, 2025. No claim forms postmarked after May 1, 2025 will be considered.
- Once all timely claim forms are submitted and verified, eligible claimants will be reimbursed on a pro rata basis. This process will likely take months to complete.
Credit or Debit Cards
For those consumers who used credit or debit cards to purchase their travel directly with smarTours, you may be entitled to consumer protections, including chargebacks, under Federal Law and/or the benefit programs of your credit or debit card, and should pursue your rights to these remedies. To the extent a consumer is entitled to credit or debit card benefits, he/she is not eligible for reimbursement under the USTOA $1 Million Travelers Assistance Program. If, for any reason, you believe that your credit or debit card issuer may deny this consumer protection to you for the payment you made directly to smarTours, you should file a timely claim with the USTOA Program and then provide the refusal letter later, if and when received. If you fail to timely file a claim with USTOA by May 1, 2025 and your credit or debit card issuer later denies claim, you will not be eligible for reimbursement under the USTOA $1 Million Travelers Assistance Program.
Please email ustoaclaims@ustoa.com with any questions or call 212-599-6599 ext 5. Please note we will not accept any claim forms by email.
Consumer protection has been a cornerstone of the United States Tour Operators Association since its inception in 1972. 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 USTOA $1 Million Travelers Assistance Program, ensuring a financial safety net for consumers who travel with its U.S.-based member tour operators.
