We are currently dealing with a high volume of calls due to the ongoing situation regarding Covid-19. Whilst we completely understand that some of our customers are concerned about their upcoming holiday arrangements, we urge you to not call us if you are not due to travel within the next 72 hours. All of our customers are important to us, however all of our staff are very busy prioritising those customers with the most imminent departure dates, as well as those who are currently on holiday.
The health and safety of our customers is our greatest importance and we continue to monitor the situation closely, following any changes in advice set out by the Foreign and Commonwealth Office (FCO) and World Health Organisation (WHO). In light of the breaking FCO announcement advising of no non-essential travel globally, we are busy assisting our customers travelling in the coming days with re-booking their holidays.
If you are due to travel after Thursday 30 April 2020, then we ask you to email us at firstname.lastname@example.org with your booking reference and departure date in the subject line.
If you are on holiday and wish to discuss how this impacts the rest of your holiday, please email us at email@example.com with your booking reference, name and holiday location in the subject line.
With some airlines (and many more expected) declaring ‘Force Majeure - Act of God’, no refunds will be available. We are however able to provide the option to defer your departure until a later date and will discuss the options supported by our airline and hotel partners. Whilst we have helped many happy customers re-book over the past week, we understand that some may not want to choose this option. In which case, we will send you a cancellation invoice, which in-turn you can use to claim back through insurance.
This may be possible but we would need to advise on a case by case basis, subject to the conditions of your air tickets, date of departure and possibly other factors. For travel to destinations with no FCO advisory in place, we would liaise with the individual airlines and resorts to check if they’re allowing amendments and if charges may apply (see below).
All holidays post the global FCO advisory will operate as normal. However, should the FCO travel advice change to advise against travel to the country you are due to visit we will provide you with your options regarding amendments or cancellation. If you decide to amend your booking or cancel your booking with no FCO restriction in place then our standard Terms & Conditions will apply.
In light of the current situation we recognise that many of our customers feel uncertain about making future travel arrangements, however we are still assisting those that are going ahead with their travel plans. We continue to work with all of our holiday partners to ensure that your booking is made under the most flexible terms possible. Many major airlines and a number of our key hotel partners have implemented change fee waivers for new bookings made up to end April 2020. Our sales team are on hand to talk you through our flexible booking options. As always we urge all customers to ensure they have adequate travel insurance. In the meantime, be assured you are financially protected under our ATOL bonding.
We thank you very much not just for your on-going support but your patience and understanding at this time.