What bizarre and surreal times! Who would’ve thought we would experience a global pandemic that would bring the world to a temporary standstill? A challenge indeed…but one that we are tackling head on!
We want you to rest assured that as a small, specialist tour operator, our continued aim is to provide a high-quality level of service and that, despite the current difficult and unusual circumstances due to the COVID-19 pandemic, we are working our very hardest to keep you informed, updated and safe and well during your holiday.
Our company has operated with home-working as an option for the last 13 years, so adapting to this during lock-down and beyond has been relatively straight forward for us. We have always ensured our team have experience and training in most aspects of the running of our company, and this lack of departmentalizing has meant those team members who are working through lock-down have been able to tackle and achieve refunds, postponed holidays, new bookings and supplier payments quickly and efficiently.
We are working full time, therefore should you wish to contact us our telephone lines are open during normal working hours, 0900 – 1700, Monday to Friday. Our telephone number is 01274 875199, and then choose Option 1. Should you prefer to contact us in writing please send an email to firstname.lastname@example.org as this email address is being monitored and handled by all members of staff during the same working hours.
Current Foreign & Commonwealth Office advice
The Foreign, Commonwealth & Development Office (FCDO) have updated their advice regarding non-essential travel and published a list of countries and territories that are exempt from that advice. To view the list of exempt countries please click here. For a country by country overview, providing greater detail more specific to each destination, please click here.
Although a destination may be open for tourists from the UK, there are still restrictions and procedures in place that you should be aware of and adhere to. General infection control and social distancing requirements are in place and should be followed, these include:
- Maintaining a social distance of a minimum of one-metre.
- Regularly washing your hands and using hand sanitizer that has been provided (we recommend carrying a small 50ml dispenser of your own).
- Wearing a protective mask at the airport, during your flight, and, we recommend, when visiting shops, museums etc during your holiday, even though local regulations may not require it.
- Not travelling at all if you are exhibiting any symptoms or feel unwell.
You can access live Coronavirus Disease (COVID-19) updates from the World Health Organization (WHO) for further information and worldwide updates. Also, take some time to browse the WHO website for more information regarding health and safety and travel advice.
We are here to help and your assistance and understanding is greatly appreciated.
Frequently Asked Questions:
What happens if the Foreign, Commonwealth and Development Office (FCDO) advises against ‘all but essential travel’ to my holiday destination?
If the FCDO advises against ‘all but essential travel’ within 14 days of your departure we will contact you to discuss your options. These include:
- deferring your holiday to a later date in the season or to travel during the same season but in 2021.
- accepting a financially protected Refund Credit Note (RCN) which covers all monies paid to us and which can be used against/towards a new holiday for 2021. The RCN must be credited towards a new booking before 31 March 2021.
- requesting a full cash refund of all monies paid to us.
What happens if the FCDO advice changes whilst I am on holiday?
We would return you to the UK as planned, however if the FCDO introduces a 14-day quarantine for all arrivals from the destination then we will work to return you to the UK as quickly as possible. Under these circumstances any additional fees for airline changes are your responsibility and no refund is applicable for unused nights in hotel accommodation or cancelled activities/excursions. Under these circumstances you would need to discuss additional expenses with your travel insurer.
What happens if the region I live in is affected by a UK Government lockdown and I am unable to travel?
Unfortunately localised lockdowns are completely beyond our control. Whilst we will endeavour to be as flexible as possible, should you choose to cancel your holiday our standard cancellation terms and conditions would apply and you would need to make a claim on your travel insurance.
What happens if I test positive for COVID-19 prior to departure?
If you or a member of your party test positive for COVID-19, or are displaying symptoms, within 14 days of departure, it is imperative that you inform us. Under these circumstances you would be unable to travel and you would need to submit a claim to your travel insurers for all monies paid to us.
What happens if I develop COVID-19 symptoms or test positive for COVID-19 whilst on holiday?
If you develop symptoms of COVID-19 whilst on holiday you MUST bring this to the attention of our local suppliers. Should you then test positive for COVID-19 you will be required to quarantine for 14 days and we would liaise with you and your travel insurer to return you to the UK as soon as possible once quarantine ends. If quarantine necessitates extending your stay then Scandinavia Only would cover the first 3-nights of your stay. Additional nights beyond this period must be covered by your travel insurer.