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 arrangements have now been put in place to allow all our staff to work from home.
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, initially for a 30-day period. This means that all bookings for travellers due to depart between 17 March and 16 April will not be able to go ahead as originally planned.
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 UP UNTIL 16 APRIL 2020
Postponement of holiday – postponing your holiday to a later date, subject to availability, means you will still have a holiday to look forward to in the future after these short-term challenges have passed.
Cancelling holiday – if postponing your holiday is not an option then we recommend you submit a claim to your travel insurance provider.
CUSTOMERS DUE TO TRAVEL FROM 17 APRIL 2020 TO 31 MAY 2020
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 July 2020 (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.
Cancelling holiday – if postponing your holiday is not an option then our cancellation terms and conditions will apply and we recommend you submit a claim to your travel insurance provider.
CUSTOMERS DUE TO TRAVEL FROM 1 JUNE ONWARDS
Rest assured we are keeping a very close eye and ear on all the Foreign Office advice and measures. As the time approaches for making your holiday balance payment we can advise the current options available to you before doing so. It may well be possible to defer your trip your trip to a later date if the situation has not improved and again we are happy to look at this on an individual case basis. Should you choose to cancel your holiday instead then our cancellation terms or your insurance policy terms would apply, dependent upon Foreign Office advice at that time.
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.