Frequently Asked Questions
Does my travel insurance cover me for problems relating to the Coronavirus?
Those travelling with us purchase travel insurance from a wide range of providers. It is essential that you read the policy wording carefully as some policies may not cover claims relating to pandemics such as the Coronavirus. If in doubt, please contact your travel insurer for further information.
We will continue to review UK government advice, airline policies and local advice from our destinations and revise our holiday itineraries and advice to travellers to ensure that we support the precautions being put in place to contain the virus and protect the health of those travelling with us. Should there be any change to government advice, we will contact any customers affected.
What are you doing about balance due dates?
We remain hopeful that we will be able to operate some of our holidays due to depart after 1 July 2020.
However, we do recognise that customers due to depart after this time may be apprehensive about their forthcoming holiday booking. We have therefore introduced a temporary change to our booking conditions and the dates by which we will require you to pay the balance due for your holiday.
If you have a booking for a holiday departing in 2020, you will now not have to pay your balance until four weeks before departure.
Please note however that the rest of our booking conditions relating to holiday payments will apply; if your balance payment is not received within four weeks of departure, and government travel advice and local conditions allows for the holiday to operate, you might lose your deposit.
What are you doing about refunding my holiday, which was cancelled due to COVID-19?
If we are unable to operate your holiday as planned due to UK Government advice recommending against non-essential travel, we will in the first instance issue you with a Refund Credit Note equivalent to the monies you have paid for your holiday.
We understand that you might not be ready to rebook your holiday quite yet, so the Refund Credit Note gives you the flexibility to book your travel in the future.
The Refund Credit Note also recognises your ongoing rights and, essentially, the continuity of the financial protection attached to your holiday booking and the monies that you have paid for it. If you booked a flight-inclusive holiday this financial protection will continue to be provided through the ATOL scheme and, for holidays without flights, by means of our ABTA bond.
We offer the following promises to you:
- If you choose to use your Refund Credit Note to book a later departure of the same holiday that was cancelled, we will honour the original holiday price (subject to the rebooked holiday featuring similar flights and accommodation arrangements).
- If you would prefer to book a different holiday:
- If the holiday you book is cheaper than the value of your Refund Credit Note, we will issue you with a revised credit note for the difference.
- If the holiday you book is more expensive than the value of your Refund Credit Note, you’ll just need to pay the difference.
Your rebooked holiday will form a new holiday contract which means that should you decide to cancel your holiday before the new balance due date for your rebooked holiday, all that you would lose would be your deposit. This should reassure you that using your Refund Credit Note to rebook a future holiday will not put you at any financial disadvantage.
Should we already have issued you with a Refund Credit Note with an expiry date of 31 July 2020 and you prefer the flexibility to rebook your holiday after this date, we are now able to exchange this for a replacement with a revised expiry date of 31 March 2021 on request.
Should your rebooked holiday become affected by changes in travel restrictions of government advice, meaning that it can no longer go ahead as planned, we will of course contact you to offer you a range of flexible options.
We would also like to reassure you that if you are unable to accept a refund credit you can also use your Refund Credit Note to apply for a refund of the monies you have paid for your holidays. Should you prefer this option, please email us on [email protected] and we will be in contact with you as soon as possible to arrange this. Please be aware that following the recent cancellation of holidays during what should have been one of our busiest times in the year, our sales team are extremely busy assisting customers. As a result, to help us help you, please avoid calling us until you have already received your Refund Credit Note. Please rest assured that we are currently processing cancellations, rebookings and refunds for customers whose holidays have been affected by the current crisis.
More information about the Refund Credit Voucher scheme
The Refund Credit Note scheme is an initiative promoted by ABTA, our industry governing body, to maintain confidence in the UK Travel Industry and ensure that travellers’ rights are maintained so far as possible and that the monies they have paid for their holidays remain financially protected following the extraordinary scale of restrictions imposed on tour operators as a result of the worldwide border closures and shutdown of travel services.