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Coronavirus - latest updates, advice and information

Customer Covid-19 update:  30 July 2020 9:30 PM

From 26th July they have advised against all non-essential travel to mainland Spain.  From 27th July this advice now includes the Spanish Canary and Balearic Islands.

Customers due to fly to mainland Spain with Jet2 from 28th July – 10th August inclusive were contacted today with notification of the flight no longer taking place. We have also been informed Jet2 flights going to the Canary and Balearic Islands from 28th July – 9th August are also cancelled so please don’t go to the airport, we will email you tomorrow once we hear more from the airline.

TUI have advised us they are cancelling their flights to Spain mainland, the Canary and Balearic Islands up to 31st July so please don’t go to the airport. TUI flights to mainland Spain from 1st – 9th August are also cancelled and we are just awaiting an update on their schedule for the Islands. We will contact all customers affected tomorrow when we have a full update from the airline.

Please note that anyone travelling back to the UK from mainland Spain or the Canary and Balearic Islands will now need to self-quarantine on arrival for 14 days.

Customers on holiday in mainland Spain, the Canary or Balearic Islands:

The FCO advice for anyone currently on holiday in Spain to stay and enjoy your time there as planned, without the need to return home but ask travellers to pay close attention to local guidelines on how to keep yourself safe. 

For any customers on holiday in these destinations, we strongly urge you to check the website of the airline you are due to fly home with in case of any changes to their flight programme. If you have any concerns you can call the 24/7 In-Resort phone line. You will find this number on your booking confirmation email.

Please only use this phone line if you are abroad on holiday to make sure we can reach those in need as quickly as possible.

See below advice for customers due to travel to Spain; 

Mainland Spain: Package Holiday Customers

Departure dates 26th – 29th July

  • One of our customer service team will call you directly to discuss your options. We are contacting all customers strictly in departure date and time order.

30th July – 10th August

  • Regrettably we have made the difficult decision to cancel all package holiday bookings to destinations in mainland Spain during this travel period. 
  • Once we have processed the cancellation you will automatically receive your cancellation documentation, please don't worry if this is past the original departure date. With such a high number of holidays to cancel this process is taking longer than normal. This means some elements of your booking may still show as live after the departure date has passed but they will be cancelled and this doesn't affect when your refund will be processed. 
  • Your refund will be processed in accordance with the refund schedule, with expected refund date 7 weeks after your original departure week.

Customers departing 11th August onwards

  • Daily, we are sending a Customer Service Request to all customers 14 days prior to their departure date with the options available.

Canary or Balearic Island: Package Holiday Customers

Departure dates up to 26th July – 1st August inclusive

  • One of our customer service team will call you directly to discuss your options. We are contacting all customers strictly in departure date and time order.

Departure dates from 2nd – 10th August inclusive

  • Following the update to the travel advice on the evening of Monday 27th July, unfortunately we have had to cancel all holidays to the Spanish Islands during this travel period.
  • Once we have processed the cancellation you will automatically receive your cancellation documentation, please don't worry if this is past the original departure date. With such a high number of holidays to cancel this process is taking longer than normal. This means some elements of your booking may still show as live after the departure date has passed but they will be cancelled and this doesn't affect when your refund will be processed. 
  • Your refund will be processed in accordance with the refund schedule, with expected refund date 7 weeks after your original departure week.

Customers departing 11th August onwards

  • Daily, we are sending a Customer Service Request to all customers 14 days prior to their departure date with the options available.

 

Cyprus: Package Holiday Customers

Departure dates 2nd – 10th August inclusive

  • As the country borders remain closed to UK travellers, package holidays during this travel period are no longer able to go ahead as planned and have been cancelled.
  • Once we have processed the cancellation you will automatically receive your cancellation documentation, please don't worry if this is past the original departure date. With such a high number of holidays to cancel this process is taking longer than normal. This means some elements of your booking may still show as live after the departure date has passed but they will be cancelled and this doesn't affect when your refund will be processed. 
  • Your refund will be processed in accordance with the refund schedule, with expected refund date 7 weeks after your original departure week.

 

Hotel only bookings to all Spain destinations (flexible room rate only)

Check-in dates next 7 days (up to 2nd August)

  • Regrettably due to the last-minute nature of the change you are within the 7 day terms of your contract with the hotel supplier and therefore no changes can be made and should you wish to cancel we will not be able to get a refund on your booking.
  • If you don’t wish to keep the booking and want to cancel, we ask that you speak to your travel insurance provider.

Check-in dates from 3rd – 10th August

  • In light of the new advice, should you have sent us a prior request on your booking that you would like to change, please do this to let us know if you would like to keep or cancel your holiday.
  • Due to the high number of customers affected, regrettably we are unable to manage any requests to amend your travel dates at this time.

Check-in dates from 11th August onwards

  • If you wish to continue to travel as planned and want to keep your hotel reservation, we ask that you pay your balance due at least 7 days prior to your check-in date.
  • If we don’t receive final balance payment, then your booking will be cancelled

 

Flight-only customers to all Spanish destinations up to 10th August

  • One of our customer service team will call you directly to discuss your options. We are contacting all customers strictly in departure date and time order.

 

 

Customer Covid-19 update: 07 July 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 and so at last, we can all start to enjoy our holidays again.

 

The FCO have released a list of 59 countries with new reassurance they are safe to travel to. Please see the FCO website for more information and guidance for each country as this does differ from place to place. From 10 July the UK Government also announced quarantine measures on arrival will be relaxed from many destinations. As we all know, this situation is unpredictable but rest assured we will let you know of anything changes. 

 

With this information we’re excited that holidays to your favourite places are back up and running and, as we move forwards, this means your holiday will still be able to go-ahead.  

 

For our package holiday customers, where the FCO or DFA travel advice continues to advise against all but essential travel, we are continuing to contact customers 14 days prior to departure on a rolling daily basis. 

 

If you have purchased a single element of your holiday with us, like a hotel stay or flight, we will continue contacting all customers 14 days prior to departure with all options available to you. 

 

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

 

Refunds: 

We’re happy to confirm that all flexible and package holiday refunds due for those scheduled to travel week-ending 17 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.

We do want to highlight that for any customer who has claimed for non-delivery of services (charge back) through their payment provider, your refund will be managed in a separate process. Once this has been raised by yourself, we will not be able to refund in accordance to the schedule as we must work in accordance with the terms of your provider.

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?

Your cash refund eligibility is dependent on the following  few factors:

  • The type of product you bought from us (package holiday or single component holiday i.e. Attraction tickets, Hotel, Transfer, Airport Parking, Flight only).
  • Who cancelled the product (Travel Republic or yourselves).
  • The amendment and cancellation terms of your booking (whether the product you purchased was flexible / refundable or whether it was non- amendable/ non-refundable).

We’ll be in contact with you with the full details of your options.

 

If your package holiday was cancelled by us at Travel Republic, you are entitled to a refund.

 

Hotels extending closure periods:

We are aware that many hotels are closing for longer periods and are doing our best to collate this fast-changing information.   Currently, we’re focusing on helping the thousands of customers with travel plans which were 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 advice 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.