HOW CAN WE HELP YOU?

Departures 1 May - 30 May affected by Coronavirus

Package holiday customers:

If you chose to retain your credit note for a future holiday, one of our Customer Service team will be in touch to organise this for you. 

For all customers who requested a refund, the team are issuing each one in strict departure date order. Due to the scale of the situation and the high volume of customers affected the refund process is taking longer than normal.

The refund process started wc 4 May, issuing all money back to customers with holidays that were affected up to and including 22 March 2020.

This will continue this on a rolling weekly basis, with refunds issued 7 weeks from the original departure week. We've included the schedule below for your reference of expected refund dates. 

 

Flight only customers:

Each airline, during this time, has their own individual cancellation and amendment policy so the options available to you will be specific to the flights you booked through us.

You will receive an email from us to explain the options available to you, dependent on the airline you have booked your flights with.

 

Single Component Product Bookings (hotel only, attraction, transfer or airport parking):

If you have booked a flexible, refundable product we will process your refund as per the schedule laid out below.

For all customers with cancelled non-refundable hotel room stays, we will be speaking with the supplier on your behalf to negotiate an exit to the contract you have with them. If we are successful we will refund you as soon as we receive the money back or will contact you should the supplier offer an alternate option.

 

Attraction ticket only customers:

We will keep all bookings live if you have requested to keep your tickets for a future visit in accordance to the ticket provider amendments policy.

If you purchased a flexible ticket through us and have requested a refund, these will be processed and issued in date order as per our refund schedule.

 

Due to travel Expected refund week
Week-ending 22 March Week commencing 4 May
Week-ending 29 March Week commencing 11 May
Week-ending 5 April Week commencing 18 May
Week-ending 12 April Week commencing 25 May
Week-ending 19 April Week commencing 1 June
Week-ending 26 April Week commencing 8 June
Week-ending 3 May Week commencing 15 June
Week-ending 10 May Week commencing 22 June
Week-ending 17 May Week commencing 29 June
Week-ending 24 May Week commencing 6 July
Week-ending 31 May Week commencing 13 July