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Package Holiday Bookings Affected By Covid-19.

Updated 30th October 2020

If you have a Package Holiday booking that has been impacted by Covid-19, changes in FCDO/DFA travel advice, or supplier changes and cancellations, we have everything you need to know below.

 

- On the 29th October, the FCDO will change their travel advice for Cyprus and Lithuania, advising against all non-essential travel to these destinations as of 4am on the 31st October. We are calling all customers due to travel to these destinations in departure date order, with the options available. 

-  On the 25th October, the FCDO will change their travel advice for the Canary Islands, the Maldives, Denmark and Mykyonos meaning you will now be able to travel to those destinations without having to quarantine on arrival back in the UK.

-  On the 15th October, the FCDO lifted their travel restrictions for Crete, joining the Greek islands of Lesvos, Tinos, Serifos, Santorini and Zakynthos, meaning that you will be able to travel to this destination too. 

- On the 15th October, the FCDO changed their travel advice for Italy advising against all non-essential travel to this country from the 18th October.

 

If you are due to travel to a destination where the FCDO & DFA Advises Against All Non-Essential Travel

*This advice excludes Holidays to Turkey, Poland & Portugal. Please read further for information relevant to these destinations

 

When can I expect to hear from you?

Currently we are following a 7-day rolling cancellation process.

We are sending customers an email 7 days prior to the departure date with the full options available, today we are contacting all customers due to depart 6th, 7th, & 8th November.  

Should you wish to cancel outside of this time-frame, by raising a Customer Service Request, your cancellation will be subject to standard terms and conditions.

 

What options will be available to me?

- Regrettably, at this time we aren’t able to offer any amendments and cancellation is the only option for all holidays excluding those due to travel to Portugal, Greece, Turkey, and Poland.

- Once you receive the email notifying you of this cancellation, we will begin to cancel your Package Holiday booking.

- You may find that some elements of your holiday are cancelled at different times as the cancellation process can vary depending on the product and supplier.

- During the cancellation process, you will receive a cancellation document for each element of your booking. Please keep these for your records.

- We expect to process your refund within 14 days of cancellation.

 

What are my options if my holiday was to Poland, Turkey, or Portugal

In light of the recent changes in FCDO advice to these popular destinations, we recognise many customers wish to continue with their holiday or amend to a future date.

We are sending a Customer Support Request to customers due to travel 7 days prior to their departure with the options available. Today, we are contacting all customers due to depart 6th, 7th, & 8th November.  

Once you have told us which option you would like to choose, a member of our Customer Service team will work on your request accordingly.

 

How do I redeem my ATOL-Protected Refund Credit Note?

We acknowledge there are customers with an existing Refund Credit Note whom we have yet to contact to redeem. Be assured, over the coming weeks we will contact all customers who hold a Refund Credit Note to help book their new holiday.

 

The final balance payment on my holiday is due and I don’t want to pay but I have not heard from you?

All balance payments and reminders have been paused for October and November, so no withdrawals will be taken for your peace of mind.

 

Where the FCDO Permits Travel 

 

The FCDO are permitting travel to a list of countries. To view if the FCDO are allowing travel to your destination, click here. If your holiday destination is on this list, your holiday can go ahead as planned.

Some countries have entry requirements that we advise you to familiarise yourself with as it is your responsibility to comply with these, you can view these in detail on the FCDO website.

 

When can I expect to hear from you?

Our Customer Service team are reviewing every booking in departure date and time order for any major changes or cancellations.

Should your holiday plans be disrupted by hotel closures or airline cancellations, or if you have raised a Customer Support Request to amend the dates you wish to travel, our Customer Service team will contact you with the options available to you. Our Customer Service team are currently reviewing all bookings and assisting customers due to depart on 17th November.

 

What options will be available to me?

You can enjoy your holiday as planned or choose to amend your holiday by raising a Customer Service Request. This will be subject to standard terms and conditions.

At this time, we strongly advise that you keep an eye on your flight times through your airline’s website, as airlines are making small changes to flight times whereby flights may be departing slightly earlier or later than planned.

 

What happens if there is a major change/ cancellation to my Package Holiday?

Due to the current circumstances, we are taking precautions to review every element of your holiday for any major changes made by the airline or hotel. This is taking longer than we would hope. 

Should there be a major change, our Customer Service team will contact you with the option to amend or cancel your holiday.

 

I don’t want to pay the balance due on my holiday as I know my flight or hotel is closed and my holiday can’t go ahead but I have not heard from you?

All balance payments and reminders have been paused for October and November, so no withdrawals will be taken for your peace of mind.

Should your holiday go ahead as planned and you don’t request to amend when we contact you 7 days prior to your departure, we will take the final payment.