May we express, first of all, our sincere hope that you and your family are managing to stay safe and well during this extremely difficult time.
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 unprecedented circumstances, we are working our very hardest to keep you informed and updated. As a company we are following the Government’s advice regarding social distancing and, as we have had the facility to work from home for almost 12 years now, we have been able to do this relatively easily.
The easiest and best way to contact us at the moment is via email to email@example.com – email to this address is being monitored and handled by all members of staff during our normal working hours which are 0900 – 1700, Monday to Friday. Our telephone lines are also open during the same working hours, although operating a slightly more limited service – telephone number 01274 875199, option 1.
At the moment, the Foreign & Commonwealth Office (FCO) advise against all non-essential overseas travel for British nationals. In accordance with this advice we are currently working on re-arranging holidays for all those customers who were due to travel during the next three weeks.
The situation is being updated daily and therefore is subject to change, however at the moment we can advise the following:
CUSTOMERS DUE TO TRAVEL DURING THE NEXT 3 WEEKS
Postponement of holiday – postpone your holiday to a later date (subject to availability and possible slight price increase). If you are unsure of your preferred date of travel at the moment, then we will issue you with a Refund Credit Note (RCN). Refund Credit Notes are financially protected via ATOL (packages with flights) and ABTA (packages without flights) and give you the right to redeem the value of your RCN (all pre-payments made by you to us) against a future booking. The RCN must be redeemed against a future booking by 31 March 2021 (booked by and not travelled by). The RCN does not affect your right to receive a full refund by the redeemable deadline date should other options not be possible.
If we are unable to provide your holiday as confirmed, and you do not wish to postpone your holiday to an alternative date, then you are entitled to a full refund of all monies paid. We are doing our best to process refunds as quickly as possible.
Cancellation of holiday – if postponing your holiday is not an option, and we are unable to provide your holiday arrangements, then we would first of all recommend you speak with your travel insurance provider to see if they have covered you for such a situation. We are not shifting responsibility by asking you to do this, simply asking you to check with them first. Should your travel insurance provider refuse all or part of your claim please do come back to us and we will process your cancellation and refund.
CUSTOMERS DUE TO TRAVEL FROM 3 WEEKS PLUS ONWARDS
Rest assured we are keeping a very close eye and ear on all the Foreign Office advice and measures. It may well be possible to defer your trip to a later date if the situation has not improved, and we will look at this on an individual case by case basis and discuss options with you.
If your holiday is not cancelled and is still able to operate, however you still choose to cancel, then our normal terms and conditions would apply. This does mean that if we have not contacted you regarding your holiday arrangements then you or your agent should still pay the balance of your holiday by the balance due date on your confirmation invoice. Your payment is financially protected and in the event that we have to cancel your holiday, you will receive a full refund for all monies paid.
For further information and advice regarding your booked holiday and Refund Credit Notes please read the relevant information on ABTA’s website by clicking HERE.
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.