CORONAVIRUS latest customer update
Update 1st July 2020
Tours between today's date and 30th August 2020 are now postponed.
We are currently contacting everyone booked to travel before 30th August 2020 and we are doing so in date order, when we contact you we will have these choices:
- Transfer to another holiday later in 2020
- Transfer to one of our new selection of 2021 holidays with prices frozen
- Receive a Refund Credit Note to the value of the monies you have paid to us – if you need a little time to think about your next break we will send you a fully financially protected credit note valid for use until 31 December 2021. Refundable on or before expiry.
Our team will be in touch with you in departure date order in the near future to discuss these options.
If you are ringing about your forthcoming tour, please be patient. Our phone lines are now open Monday to Friday, but with a limited number of staff working remotely. Please bear with us if you are unable to get through straight away.
Don't forget you can book and pay for your holiday online. You can also request a call back by emailing email@example.com
or email us with your enquiry at firstname.lastname@example.org
Travel after 31st August 2020
If you are travelling after 31st August 2020 and wish to change your holiday to a later date, we are offering you the opportunity to do so free of our usual administration charge. Please email your request to email@example.com
We appreciate that some of our customers are requesting cash refunds now and we promise that you will absolutely receive these. Please be assured we do not underestimate the importance of this to customers and we are working hard to respond to these requests and making every effort to reduce the timeframes these will take.
If we have acknowledged your request we would respectfully ask that you do not repeatedly contact us to chase your refund, with our limited resource this only slows down the process. Your patience in this regard is very much appreciated.
We are continuing to follow both ABTA and the Confederation of Passenger Transport UK (CPT) advice and guidance on how to manage this extraordinary situation. These organisations have sought urgent Government help to ensure the rules around refunds are fit for purpose and that customer’s fundamental rights are preserved, as set out by law in the Package Travel Regulations. They have therefore introduced a framework based on a system of financially protected Refund Credit Notes (RCN). The RCN that we will issue to you if we cannot rebook you on to a new holiday entitles you to rebook a holiday at a future date, with no amendment fee, or if you prefer, receive a cash refund on or before its expiry date. It also retains the financial protection that you had with your original booking. Your RCN is valid until 31st December 2021 giving you plenty of time to find a new holiday or have the reassurance that if you don’t, you will receive a cash refund.