Coronavirus Advice - updated 31st March, 13:00
How to contact us
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.
Is my holiday affected?
We appreciate at the moment it’s an uncertain time with government advice changing daily in relation to Coronavirus (COVID-19), something a few weeks ago we’d never heard of but something that now we find 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 some holidays are affected 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 we will contact you in priority order of departure date to discuss the options available to you. Please be assured that as advice is changing, we will be in touch if we have new information for you.
Currently Guernsey has ‘Stay at Home’ restrictions in place until further notice and Jersey has the same restrictions until 30th April. All travellers arriving into the islands must self-isolate for 14 days.
We appreciate you may have questions and concerns in the meantime and we hope the below information will help until we contact you, should travel change and your holiday becomes affected.
We ask for your patience and understanding at this time as we are contacting our clients in priority order of when they are due to travel.
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 changing rapidly and 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.
I’m over 70, can I still travel?
The Government advice against travel for over 70s relates to the capacity of the individual to travel, not to the deliverability of the arrangements. 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.
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.
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.