HOW CAN WE HELP YOU?

FAQs

Updated 30th October 2020

We understand that you may have some further queries surrounding the impact of Covid-19 on your holiday. Below, we have the answers to your most commonly asked questions. 

 

 

 

Is my holiday protected?

 

Being part of the dnata and Emirates group, and thanks to our ABTA and ATOL bonding, we’d like to reassure you that your money is safe with Travel Republic.

 

How do I contact you?

 

We apologise for any inconvenience cause while our phone lines remain temporarily closed. This enables our service teams to focus on reaching out to customers in departure date order.

To contact us regarding a query on your booking, you can raise a Customer Service Request via our website, using our Manage My Booking feature. Although every effort is made to get back to you as soon as possible, we must prioritise those who are due to travel imminently and so it will take longer than we’d like to respond to you.

 

Will you take my outstanding balance?

 

Rest assured that all balance payments and reminders have been paused October and November, so no withdrawals will be taken.

 

When can I expect to hear from you?

We are contact customers in departure date order. To see our progress, please refer to your booking type here.

 

How will I know when to expect my refund?

 

Our refund processes vary depending on the type of booking you hold with us. Please refer to our Refund Process where you’ll find the relevant information for your holiday type.

Can I cancel my holiday?

 

We understand that you may no longer wish to travel and therefore you can cancel your holiday at any time. Cancellation terms and conditions will vary depending on the country level advice and type of booking you hold with us. Please refer to your booking type here for more information.

 

Can I amend my holiday?

 

We understand that you may want to amend your holiday with us. Amendment terms and conditions will vary depending on the type of booking you hold with us. Please refer to your booking type here for more information.

 

What if my hotel/flight has been changed or cancelled by the supplier?

 

If there has been a change to your booking, that we have been informed of, a member of our team will call you to assist with the options available to you. Please refer to your booking type here for more information.

 

Is it safe to travel to my destination?

 

The FCDO released a list of destination which are now exempt from travel restrictions. We strongly advise that you check to see whether your destination is included on this list and also familiarise yourself with the safety measures in place. This list is updated regularly and can be found on the FCDO website by clicking here.

 

What if my destination is affected by COVID-19 while I’m there?

 

Should the FCDO/DFA travel advice change for your destination while you are on holiday, we will be sure to contact you with all of the relevant information and next steps.  The FCDO/DFA also recommend adhering to your destination’s safety measures.

We also have a dedicated 24 hour In-Resort Team who will be available to assist over the phone.

 

Do I have to quarantine when I come home?

 

This will be dependent on the FCDO/DFA travel advice for your destination. Please refer to the government website where you can find country specific information. Click here to see the most up to date FCDO travel advice.

 

What if I can't go on holiday because I'm ill? 

We will always do our best to help any of our customers in the event of this scenario and we would advise you to work with your travel insurance provider in the first instance.

To seek assistance for this, you can raise a Customer Service Request via our website, using our Manage My Booking feature.

 

How to I pay my balance?

 

If your holiday is still going ahead as planned, you are able to make payment via our website using the Manage My Booking feature.

 

Can I book a holiday?

 

You are still able to book holidays using the Travel Republic website. We recommend checking FCDO/DFA travel advice for your chosen destination before booking.

 

If you have taken Roomer Flex with us

 

Due to the unfortunate yet still developing situation with the Coronavirus, we are forced to void the Flex Cancellation Option for reservations checking-in between March 13th - July 1st, 2020 that have not yet been cancelled by customers. Roomer will process the refund of the Cancellation Option fee directly to customers within 120 days.