HOW CAN WE HELP YOU?

Package Holiday Bookings

Updated 23rd November 2020

If you have booked a Package Holiday with us, we have everything you need to know below.

 

When can I expect to hear from you?

We have contacted all Package Holiday customers travelling up to the 2nd December to assist with the options to keep, amend or cancel your holiday. We continue to contact customers travelling from the 3rd December onwards in departure date order.

 

If your holiday is unaffected by changes in FCDO / DFA advice, we will send you a Customer Support Request to reconfirm that all elements of your holiday are still operating as scheduled and you can continue with your travel plans. If any elements of your holiday are no longer operating as scheduled, we will call you to assist with the options available to you.

 

If your holiday is affected by changes in FCDO / DFA advice, we will call you 8 days prior to your departure date to assist with the options available to you.

As change in travel advice continues to fluctuate, we have changed our cancellation and refund request window from 14 days to 7 days. Cancellation and refund requests due to FCDO / DFA advice will only be valid within 7 days prior to departure. Outside of 7 days prior to departure means any cancellation request will be subject to standard terms and conditions.

 

If you have a query about your holiday or wish to amend or cancel, please call our Customer Support team, or send us a Customer Service Request and our team will assist you further.

Due to the high volume of customer contact received following changes in government advice, it may take a little longer to action your request while our colleagues assist customers with imminent departure dates. We appreciate your patience during this time.

 

How do I redeem my ATOL-Protected Refund Credit Note?

We acknowledge there are customers with an existing Refund Credit Note whom we have yet to contact to redeem and we have provided you with a dedicated phone line to talk through your options and redeem your Refund Credit Note. 

 

What happens if there is a major change/ cancellation to my Package Holiday?

Should we be notified of a major change or cancellation of your holiday, our Customer Service team will contact you with the option to amend or cancel your holiday. When flights change, it isn’t unusual for you to be made aware of this direct from the airline before we are. This is because at the time of booking, we will pass your email address over to the airline for them to contact you direct. Rest assured, the Customer Service team will be in touch with you to discuss your options.

 

I don’t want to pay the balance due on my holiday as I know my flight or hotel is closed and my holiday can’t go ahead but I have not heard from you?

All balance payments and reminders have been paused for customers due to depart in November and December, so no withdrawals will be taken during this time while the Customer Service team assist all customers in departure date order.