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Coronavirus - latest updates, advice and information

Customer Covid-19 update: 27 March 2020

At Travel Republic, we have been working tirelessly as we face this truly unprecedented event and know this is an incredibly unsettling time for everyone. We have been reacting to evolving FCO (UK) / DFA (Ireland) guidelines, as well as individual country travel advice in what is a truly complex and challenging situation. We are working with our many suppliers to get the answers to your questions and doing everything we can for you in these difficult circumstances.

We are really sorry, due to the scale of the situation and the tens of thousands of customers who are currently impacted by this crisis, we haven’t been able to respond to all customers as we would want to. Do be reassured that as a part of the dnata and Emirates Group we have all our teams working as hard as they can to help you and we will work on getting the best resolution for you during this time.

Many of you are asking about the validity of us offering credit notes for bookings that have had to be cancelled due to circumstances beyond any of our control. In your shoes, we might ask the same. We are issuing the credit notes for those who have booked a package holiday, as these would be the quickest and simplest way you are able to keep the value of your holiday or the full value of payments made to us so far. If you are unhappy with this resolution, then we will endeavour to do all we can to get your money back for you from the providers you were scheduled to be travelling with. Given the enormity of the situation, the refund process will take longer than normal as we are now dependent on our providers refunding us the cash back before we can pass this on to you. Please read below for more information on this.     

We want to thank you for your continued patience in these extraordinary circumstances.

 

If You’re Currently On Holiday:

We have sent an email to all customers who are currently abroad with details on how to arrange your repatriation home. Our In-Resort Team are still trying to reach a small number of customers who are impacted and our dedicated 24/7 phone line for customers in-resort is open.

Given this unprecedented situation we strongly urge you to contact your airline in the first instance as each individual airline is responding to this crisis differently. Many airlines are chartering repatriation flights that we cannot yet see on our internal systems.

Some of the airlines will try to contact you directly and will be using the personal information you will have provided them during online check-in. You can check these details are correct by going to the manage my booking areas on your airline’s website. If you have not been contacted by the airline direct please check the airline’s website.

At this time we actively advise you to contact the British Embassy, High Commission or Consulate in the area you are in. You can find the local contact details here: https://www.gov.uk/world/embassies

 

If You Were Due To Travel Within The Next 30 Days (up to and including 30 April 2020):

In light of the exceptional guidance from the FCO and DFA on 17 March 2020 advising against all but essential travel worldwide for the next 30 days, we made the difficult decision to cancel all bookings due to depart up to and including the 30th April 2020.

You may notice the different elements of your booking are cancelled at different times, don’t worry, this is purely because this process is managed by different teams within Travel Republic and we will always cancel your accommodation first.

We understand that you may have outstanding balances due to be taken from the 16th March to the 30th April. As a temporary solution, payments up until then will be moved to May. Don’t worry, those additional payments won’t be taken as they will be cancelled along with your booking. Please disregard any system-generated balance reminders you may have received stating otherwise.

Package Holiday Bookings:

Next week, week commencing 30 March, everyone who had their holiday cancelled due to FCO / DFA advice will receive their confirmation of your credit note. This will also contain information on how to request a refund. 

Credit Note Key Information:

We would like to assure you of the following –

  • The credit note can be spent up until 30 September 2020
  • You can rearrange your holiday for any destination and any dates up until 31 December 2021
  • The credit note will continue to be ABTA and ATOL protected

We understand that you may not wish to accept the credit note and so we’ll endeavour to seek a refund from our providers on your behalf. Full details on how to claim a refund will be included in the e-mail we send you when we issue your credit note.

Single component bookings (flight, transfer, hotel only):

If you have booked a flexible product we are working on processing your cash refunds as soon as we can.

Given the scale of the situation and the high volumes of customers who are affected, our refund process is taking longer than normal. You don’t need to do anything. Please be rest assured we are working through these as quickly as possible and we will notify you once this is complete. 

If you have a non-refundable booking, we are working hard to obtain a refund on your behalf. When we know more, we will email you with next steps.

Attraction Tickets:

In some cases attraction tickets will be valid for travel in to 2021, we will be in touch with you to discuss your options.

 

For anyone due to travel after 30th April

Please bear with us as we focus on those currently on holiday or were immediately due to travel.

Bookings for travel departing from 1 May 2020 remain unaffected until the FCO advice changes.

 

If you have taken Roomerflex 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. 

 

If I'm quarantined in my hotel room when I'm away, will I be entitled to a refund? - Sadly no refund or compensation is available in the unlikely event this happens. With our 24/7 in resort support, we'll always be in touch with you and be contactable should you need us. Please follow all advise issued by the hotel or authorities.

 

What if I can't go on holiday because I'm ill? - You would need to work with your travel insurance provider as sadly we're not able to offer refunds in this situation.

 

I’ve recently come back from holiday, is there any advice I should be given? - For anyone who has recently returned from Coronavirus affected area, specific advice from the Department of Health and Social Care can found here: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public

 

I’m heading off on holiday soon, what advice can you give me? - We appreciate some people may be worried and would suggest you look at the information on this website https://travelhealthpro.org.uk/news/499/novel-coronavirus-covid-19-general-advice-for-travellers

 

This page will be updated at regular intervals, please keep checking back for the very latest news and updates.