The last few months have shown that the travel environment and our ability to travel is a fast moving place.
What is evident is that we have to accept that Coronavirus is with us for the foreseeable future and that travel is challenging. However, we know that there are people out there, who really want to seize any opportunity they can to travel and so, wherever we can do so safely, we will be ready to offer those holidays.
We are following all current Foreign Office Advice. Our policy is to contact you to discuss holiday options for customers travelling within 14 days.
Because of the numbers of clients involved, we are not pro-actively contacting anyone due to travel beyond this time frame, but we will contact you shortly if your holiday falls within the detailed travel dates. We are working through our bookings in strict date order, so if your travel date is later, then we will get to you as soon as we can.
What happens if your holiday cannot proceed as planned
We know that you will be very disappointed to not to be able to take your planned holiday at this time, but we very much hope that we can assist you to rearrange your holiday for later in the year or next year. We will be able to offer you a rebooking incentive, which will consist of a discount off a new holiday. We’re also working with all our travel partners to offer other holiday enhancements, so we would hope also to be able to offer some additional bonuses such as a free room upgrade or in resort credits to be spent locally. We’ll be able to discuss these with you when we contact you.
When we contact you, you will have the choice of:
- Rebooking your holiday for later this year or next year - there may be some date restrictions depending on the specific itinerary, but we will discuss this with you on an individual basis. However, we are working with our suppliers to be able to transfer holidays, as a minimum, to the same time next year. In addition we will offer you a monetary discount that can be applied to this new holiday as detailed above.
- Accepting a Refund Credit Note for the full value of the holiday - this will have several months validity allowing time to consider options before making a commitment to new arrangements. Very importantly, like holidays, Refund Credit Notes are financially protected under our ATOL licence (for flight inclusive holidays) or our ABTA bond (for all other holidays). That means that if anything happens to us, your money is safe and will be refunded. In addition we will offer you a monetary discount that can be applied to your new holiday when you are ready to book, as detailed above. Please note you will not be able to book online using a refund credit note, you will need to contact our reservations department when you are ready to book.
- If neither of these options is suitable and you would like to discuss alternatives, please email us on email@example.com and we will be in touch shortly.
Our teams are working really hard to assist our clients and advise them on their options. We have always been committed to providing great service and a great holiday experience. We really want to continue doing that and even if you cannot go ahead with your travel plans now, we really want to help you make plans for the time when you can. It’s what we do!
In the meantime we ask you to refer to the following dedicated page https://www.gov.uk/guidance/travel-advice-novel-coronavirus