Coronavirus (COVID-19). Find out more in relation to Coronavirus and if this will impact your holiday here

Coronavirus Advice


Update 18th May

The following routes, operated by Loganair, have now been cancelled for 2020.

  • Edinburgh, Glasgow and Newcastle to Guernsey
  • Aberdeen, Inverness, Humberside and Norwich to Jersey

If your holiday has been affected, our team will contact you to discuss your options in priority order of departure date. We ask that you please wait for us to contact you at this busy time. You will find more information of the options available to you under ‘Is my holiday affected?’ below. We thank you for your patience at this time.

 

Is my holiday affected?

Currently all travellers arriving into Jersey and the Bailiwick of Guernsey must self-isolate for 14 days.

We appreciate at the moment it’s an uncertain time with government advice being updated regularly in relation to Coronavirus (COVID-19) which is impacting us all in different ways. Everyone has their own concerns and priorities and our priority is you. Your safety is our primary concern and we want to make sure you have as much information as possible to help guide you at this time.

Due to the Cornavirus outbreak we are sorry to say that some holidays are cancelled as a result of travel restrictions that have been put in place meaning we are now unable to fulfil your holiday. If this is the case, please be patient, we will contact you in priority order of departure date to discuss the options available to you which are as follows:

  • You can amend your holiday booking for a future date currently on sale or change to a new accommodation provider or travel route where relevant. In this instance, there would be no amendment fee but you would be required to pay any difference in price where the new holiday cost is higher.
  • Should you prefer, we will issue you with a full cash refund of all monies paid to us once we have ourselves received a refund from the supplier. We hope we will be able to help you again with new holiday plans in the not too distant future.

Please be assured that as advice is changing, we will be in touch if we have new information for you.

We appreciate you may have questions and concerns in the meantime and we hope the below information will help until we contact you, should your holiday become affected.

Thank you for your patience and understanding at this time as we are contacting our clients in priority order of when they are due to travel.

 

How to contact us

Following guidelines from the Government of Jersey, our team is now working from home. We are open and here to help however our phone lines are working on a limited system and when we are on the phone we cannot currently offer a queue or voicemail facility. Therefore we recommend that you email This email address is being protected from spambots. You need JavaScript enabled to view it. quoting your booking number and date of travel (where relevant) in the subject line and we will get back to you as soon as possible.

Our working hours are Monday - Friday, 09:00 - 14:00 excluding Bank Holidays.

We apologise for any delay in our response and thank you for your patience and understanding during these unprecedented times.

For new bookings, many products are available to book online on the relevant brand website.

 

I booked my holiday through a travel agent – what should I do?

Please contact the travel agent with whom you booked. They will handle the changes to your booking directly with us.

 

I am unsure about travelling due to Coronavirus

If you are booked to travel later in the year, please be patient, government advice is being updated in progressive phases and travel restrictions could be lifted at any time. We recommend that you wait to have the most up to date information before making any decisions

If there is no FCO advice against travel to your destination or local government travel restrictions in place, you’re free to make the choice not to go, but there's no obligation on us, the Tour Operator, to issue a refund. Normal cancellation charges will apply, view our terms and conditions here.

It is highly unlikely that you will be able to claim any cancellation charge on your insurance as companies do not normally cover for disinclination to travel but please check the terms and conditions of your policy.

The safety of our customers is our priority, and our decisions will follow British and local Government advice – so you can book your package holiday with confidence, safe in the knowledge that you will be looked after should the FCO Travel Advice change in the destination you are planning to travel to.

 

I have a pre-existing medical condition and do not want to travel – can I get a refund if I cancel my holiday?

As with the above advice, you’re free to make the choice not to travel, but if the FCO is not advising against travel to your destination (or local Government restrictions aren’t in place in resort) then there is no obligation on us, the Tour Operator, to issue a refund. Normal cancellation charges will apply, view our terms and conditions here.

If your GP has advised that you do not travel, and provided you with official documentation to confirm this, then you will need to check the terms of your travel insurance policy to see if you can claim any cancellation charge back.

 

Your right to a refund

If you have booked a package holiday with us and consequently the FCO issues a travel advisory against all but essential travel to a whole country or island, we will review your booking as per the ABTA guidelines. We will offer alternative travel plans where possible. If this alternative means a significant change to your original arrangements, for example you spending the whole or part of the holiday in a different country, you are not obliged to accept the alternative. You are not entitled to any additional compensation, as the reason for the holiday not continuing is outside of our control.

 

If I cannot follow my initial travel plans due to the coronavirus outbreak, am I entitled to compensation?

You won’t be entitled to any compensation, as the reason for the holiday not continuing is outside of our control.

 

Customer insurance

You are reminded to have appropriate travel insurance and should check your policy to ensure that it is appropriate for your travel itinerary.

 

Your right to be brought home

If the FCO advises against ‘all but essential travel’ to a country to which you are travelling, then British Nationals should leave the country. In this instance, we would make arrangements to bring our customers home if they have booked a package holiday with us.

 

What do I need to do if I find myself locked in to a hotel under quarantine?

The obligation under the Package Travel Regulations is for us, the organiser, to provide assistance. Reg 18: Where a traveller is in difficulty, we must give appropriate assistance without undue delay, in particular by — (a) providing appropriate information on health services, local authorities and consular assistance; and (b) assisting you, the traveller, to make distance communications and helping you to find alternative travel arrangements.

 

What is Coronavirus?

Coronaviruses are a large family of viruses with some causing mild illness, such as the common cold, and others more severe diseases such as Middle East respiratory syndrome (MERS) and Severe Acute Respiratory Syndrome (SARS). Generally, coronavirus can cause more severe symptoms in people with weakened immune systems, older people, and those with long-term conditions like diabetes, cancer and chronic lung disease.

The FCO (Foreign & Commonwealth Office) provides health advice within each country’s travel advice page. Travellers should check the applicable country(s) travel advice before travel. These can be found here.

 

How you can protect yourself from Covid-19

Travellers currently in countries that are reporting cases of COVID-19 should follow local public health advice and keep up to date with the latest advice from the FCO and PHE Public Health England - general advice for preventing the spread of respiratory viruses;

  • Wash your hands often with soap and running water for at least 20 seconds. Use an alcohol-based hand sanitiser that contains at least 60% alcohol if soap and water are not available. This is particularly important after taking public transport.
  • Avoid touching your eyes, nose, and mouth with unwashed hands.
  • Avoid close contact with people who are sick.
  • If you feel unwell, stay at home, do not attend work or school.
  • Cover your cough or sneeze with a tissue, then throw the tissue in a bin and wash hands with soap and water.
  • Clean and disinfect frequently touched objects and surfaces in the home and work environment.

Financial Protection

Our customers benefit from full financial protection with our ABTA and ATOL bonds.

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