HOW CAN WE HELP YOU?

Coronavirus - latest updates, advice and information

Customer Covid-19 update: 26 June 2020

Many of our suppliers are beginning to confirm their flight schedules and summer 2020 hotel re-openings. Travel looks like it will start to take off towards the middle of July and into August and so at last, we can all start to enjoy our holidays again.

 

We are continuing to contact customers with an update on their booking and all options available, 14 days prior to their departure date. 

 

Today, the FCO / DFA advice against all essential travel remains in place however there is an expectation that the guidance will start to change during July. When the Government announces dates for when the restrictions on travel will be lifted, we will update everyone as quickly as possible to give as much time as possible to prepare. 

 

We’re happy to confirm that all flexible and package holiday refunds due for those scheduled to travel week-ending 10 May 2020 have now been issued. Where we have received money back from suppliers for non-refundable hotels and flight-only bookings, you will also have been refunded. You will have received a Customer Service Request from us to confirm that the payment has been made, the funds will then take 3-5 working days to clear into your account. View further detail on refunds and the refund schedule here.

 

Find the latest advice by departure date

14 – 17 March

18 March – 30 April

1 May – 30 May

1 – 16 June

17 – 30 June

1 - 7 July

8 July 2020 onwards

Afronation Customers

New Covid-19 customer waiver

 

General questions and answers

Are your credit notes ATOL protected?

As an ABTA member, we are following their guidelines on credit notes for your protection, you can read more on their website: https://www.abta.com/news/coronavirus-outbreak

 

How do I know if I am eligible for a refund?

Whether you are entitled to a cash refund is be dependent on a few factors;

  • The type of product you bought from us and whether that was a package holiday or single component only (Attraction tickets, Hotel, Transfer, Airport Parking, Flight only).
  • Who cancelled the product; us or yourselves.
  • Whether the product you purchased was flexible / refundable or whether it was non-refundable.

We will explain all of your options when we write to you.

For all package holiday customers, if we cancel your holiday, you are entitled to a refund.

 

Hotels extending closure periods:

We are aware of hotels that are closing for longer periods of time however we are currently focused on helping the thousands of customers with travel due to depart up until 16 June.

Please bear with us while we prioritise those customers in departure date order.

 

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. 

 

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.