More information on our Covid-19 Refund Guarantee
- If we are unable to operate your holiday due to the consequences of the Covid-19 epidemic, or for any other reason, you may transfer your booking to a later departure, choose another holiday, or request a cash refund. All customer monies are held separately, and refunds will be processed within 14 working days, most are processed immediately.
- As you would expect, we are continuously monitoring the UK government, public health, and industry advice as well as information from our destinations on how they’re keeping travellers safe and able to enjoy their holiday. If the FCDO were to advise against travel to a country, then we will not operate a trip there and our Covid-19 Refund Guarantee would be in place.
- The right to cancel in accordance with this Covid-19 Refund Guarantee is effective until 15 February 2022 and for all holidays with a travel departure date up to 31 December 2022. We reserve the right to withdraw or amend our COVID-19 Guarantee at any time.
- If you want to cancel your holiday for a valid Covid-19 reason - you will receive a refund of any recoverable costs if you or anyone in your party has to cancel within 21 days of departure up and including the day of departure.
Non-recoverable costs
- When you first make your booking, we may need to commit to certain services straight away to secure your holiday. These might include paying for flights that need to be booked and paid for up-front, or even costs to confirm specific accommodation or excursions. We’ll tell you about these costs at the time of booking and they will form part of your non-refundable deposit.
- As your holiday departure date draws near, there may be other costs we pay in advance, to our ground handlers, to secure services such as accommodation, transport, or entrance tickets and these are described as non-recoverable costs. These costs will vary depending on your chosen holiday and how close to the departure you cancel your booking, but generally, the closer to your departure date, the more costs we may have committed to and subsequently, the less we will be able to refund.
What do I need to do if I need to cancel due to Covid-19?
- If the reason for your cancellation is covered under the terms of your insurance policy, you must seek to reclaim these cancellation charges from your travel insurance provider.
- You must notify us as soon as possible and we will ask you to provide us with written evidence of the valid Covid-19 reason for the cancellation, such as an official COVID-19 positive test result dated within 21 days of the holiday departure or NHS Track and Trace notification. If you are unable to provide such evidence at the time of cancellation, we reserve the right to waive our Covid-19 Refund Guarantee and implement our standard cancellation terms.
- Your Covid-19 reason must prevent you from travelling on your holiday as a result of coronavirus guidance or restrictions from the UK government or your country of residence.
Our Standard Deposit Policy, Booking Transfers & Secure Financial Protection
Flexible deposit policy
- Before the balance due date, if you need to cancel your booking, our standard loss of deposit cancellation terms as per our booking conditions apply.
- For tours booked to depart up to 31 December 2022, we may occasionally by exception be able to offer you the flexibility to switch your booking to a different tour or a different date, subject to our standard administration fees.
- Just let us know if you need to cancel your booking, and if it is possible, we’ll issue you a credit voucher for your deposit payment which can be redeemed against another booking with us.
- The flexible deposit policy applies only up to the balance due date for your holiday and excludes any non-refundable deposits.
- The credit voucher must be redeemed against a new booking within 12 months of issue - you don’t need to travel in that 12 month period, just have applied the credit to another trip.
- The booking conditions applying to the new booking will be those in place at the time of rebooking.
- The option to switch your booking to a later date can only be actioned once for any booking. Any subsequent cancellations will be subject to our standard cancellation terms.
After the balance due date
- After the balance due date, if you need to cancel your booking, our standard cancellation terms as per our booking conditions apply. If your reason for cancellation is covered by insurance, you may be able to reclaim these charges.
- For tours booked to depart up to 31 December 2022, it may occasionally by exception be possible to immediately transfer your booking to a new departure date up to and including 2023. Our standard administration fees will apply.
- Should a transfer be possible, the client will be responsible to pay the difference if the rebooked tour is priced higher than the original tour, or should the rebooked tour be lower in price, we will issue a credit note for the difference that will remain valid for the period of 12 months after the date of issue.
- The booking conditions applying to the new booking will be those in place at the time of rebooking and any transfer of monies will not include non-recoverable costs.
- The option to switch your booking to a later date can only be actioned once for any booking. Any subsequent cancellations will be subject to our standard cancellation terms.
Secure Financial Protection
- Your flight inclusive holiday is financially protected through our membership of the CAA’s ATOL Scheme.
- All other holidays are protected under our ABTA bond.
Last Update Tuesday 11 January 2022
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