Covid-19 Travel Credit Notes & Re-bookings
Where a customer has chosen to voluntarily cancel their booking then they would not usually be entitled to a refund in accordance with our standard terms and conditions. However, during the COVID-19 pandemic we are giving customers the option of either cancelling and re-booking their holiday at a later date or to take a Travel Credit Note for the value of the funds that we received. We offer these options on the basis that the customer is aware that neither the Travel Credit Note nor any re-booked holiday can be exchanged for a cash refund in the event of any future cancellations.
Covid-19 New Bookings made from 18/03/20
Customers making new bookings (or re-bookings) on or after 18 March 2020 do so in the knowledge that Covid-19 exists as a global pandemic and consequently should be aware that at the time of travel, some or all of the following could apply:
You may travel to a destination even where the Foreign Office has advised against all but essential travel
If you cancel your holiday due to a disclination to travel, we will do our best to re-book your holiday to a later date subject to our standard terms and conditions, but you are not entitled to a refund under any circumstances.
Due to the operational difficulties caused by the COVID19 crisis, we are focussing our resources to work with our travel partners and are assisting getting those customers who are still overseas, safely back to the UK as quickly as possible.
Over 80% of our customers that were due to travel during April, May and June this year have now delayed their holiday and re-booked with us to travel this autumn and next year. You may delay your holiday again as many times as you wish.
For those customers who have chosen instead to apply for a refund, we would first and foremost advise you to contact your insurance company and initiate a claim.
We have created a dedicated Refunds Team with their own email address [email protected] to handle all of the correspondence. Regretfully due to the large volume of enquiries we are not able to discuss issues relating to refunds by phone.
We are unable to process and refund customers before we have received funds back from our travel partners. As your tour operator, as soon as our suppliers that include airlines, hotels, car rental companies, cruise lines and ancillary service providers have processed our refund request relating to your booking, we will then be able to process it as quickly as we can.
As we are all dealing with a truly unprecedented crisis, the situation is understandably considered as ‘force majeure’ as COVID19 was certainly unforeseeable and outside the company’s reasonable control.
Consequently, many terms contained within the Package Travel Directive were not written to deal with this unprecedented crisis and would therefore would not reasonably apply. In particular, ABTA and other trade bodies have stated that due to the substantial number of customer refund requests, the time period required to process these has to be significantly extended, but this new date has not yet been confirmed.
To reassure you, we hold an ATOL licence issued by the CAA that financially protects the money that you have paid for your holiday. We are also ABTA members so that you know that you can book with confidence.
We do appreciate that this is a very difficult time for everyone which is why we have introduced our Flexible Re-booking Policy and are doing everything we can to process all administrative requests as quickly as possible.
We will update this page when we have further information.