HOW CAN WE HELP YOU?

Afronation customers

Important update for all Afronation ticket holders

Following the news of the Afronation festival being postponed until 1-3 July 2021, we understand you may want to change or cancel your travel arrangements with us.

With uncertainty around travel at the moment, standard terms and conditions will apply for all bookings due to depart in July. This means any amendments and cancellations made by you at this time will be subject those terms.

To help we’ve summarised the key bits of information depending on your booking type below along with next steps.

 

Customers with non-refundable bookings

Amendments: The opportunity to amend your booking will depend on your airline or hotel providers policy.

Cancellations: For those customers who wish to cancel a non-refundable booking, like a flight only booking or a non-refundable hotel room stay, we won’t be able to obtain a refund if you cancel.

We recommend waiting until closer to the travel date to better understand whether your flight or hotel stay is cancelled by the supplier. If it is cancelled by the supplier, we are then able to request a refund from them on your behalf.

 

Customers with Package Holiday and refundable hotel bookings

Amendments:

Flexible hotel room bookings can be amended up to 7 days prior to check-in date.

Package holiday customers wishing to amend we ask that you let us know by 30 June.

Cancellations:

Flexible hotel room bookings can be cancelled up to 7 days prior to check-in date.

Package holiday customers wishing to cancel will be subject terms and conditions and likely to incur cancellation fees and so we recommend for you to wait until closer to the departure date. If the FCO advice continues against all but essential travel and your holiday is cancelled by us, you will be due a full refund.

General information:

Since March there has been a gradual shut-down of global travel with tens of thousands of our customer’s holidays affected.

Our Customer Service team are currently focused on processing all customer’s bookings up to 31st May so you won’t receive an immediate response from us on any requests raised. We kindly ask for your patience as the team work their way in strict departure date order over the coming weeks.

In light of the situation Covid-19 has created, refunds during this period are regrettably taking longer to issue than they normally would. Our current schedule is available here [link to support page]

What should I do now?

Once you have agreed on whether you would like to amend or cancel your booking, we ask that you follow these simple steps;

1.           Sign in to the website to view your booking

2.           Click on Customer Support link

3.           Create a New Request

4.           Select the Afronation category from the drop-down list (please make sure you pick this as we may not get to your request as quickly if raised against another category)

5.           In the description text box please let us know whether you would like to amend or cancel