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Coronavirus - latest updates, advice and information

Customer Covid-19 update: 07 July 2020

Many of our suppliers are beginning to confirm their flight schedules and summer 2020 hotel re-openings. Travel looks like it will start to take off and so at last, we can all start to enjoy our holidays again.

 

The FCO have released a list of 59 countries with new reassurance they are safe to travel to. Please see the FCO website for more information and guidance for each country as this does differ from place to place. From 10 July the UK Government also announced quarantine measures on arrival will be relaxed from many destinations. As we all know, this situation is unpredictable but rest assured we will let you know of anything changes. 

 

With this information we’re excited that holidays to your favourite places are back up and running and, as we move forwards, this means your holiday will still be able to go-ahead.  

 

For our package holiday customers, where the FCO or DFA travel advice continues to advise against all but essential travel, we are continuing to contact customers 14 days prior to departure on a rolling daily basis. 

 

If you have purchased a single element of your holiday with us, like a hotel stay or flight, we will continue contacting all customers 14 days prior to departure with all options available to you. 

 

Find the latest advice by departure date

14 – 17 March

18 March – 30 April

1 May – 30 May

1 – 16 June

17 – 30 June

1 - 7 July

8 July 2020 onwards

Afronation Customers

New Covid-19 customer waiver

 

Refunds:  

We’re happy to confirm that all flexible and package holiday refunds due for those scheduled to travel week-ending 17 May 2020 have now been issued. Where we have received money back from suppliers for non-refundable hotels and flight-only bookings, you will also have been refunded. You will have received a Customer Service Request from us to confirm that the payment has been made, the funds will then take 3-5 working days to clear into your account. View further detail on refunds and the refund schedule here

We do want to highlight that for any customer who has claimed for non-delivery of services (charge back) through their payment provider, your refund will be managed in a separate process. Once this has been raised by yourself, we will not be able to refund in accordance to the schedule as we must work in accordance with the terms of your provider. 

General questions and answers

Are your credit notes ATOL protected?

As an ABTA member, we are following their guidelines on credit notes for your protection. You can read more on their website: https://www.abta.com/news/coronavirus-outbreak

 

How do I know if I am eligible for a refund?

Your cash refund eligibility is dependent on the following  few factors:

  • The type of product you bought from us (package holiday or single component holiday i.e. Attraction tickets, Hotel, Transfer, Airport Parking, Flight only).
  • Who cancelled the product (Travel Republic or yourselves).
  • The amendment and cancellation terms of your booking (whether the product you purchased was flexible / refundable or whether it was non- amendable/ non-refundable).

We’ll be in contact with you with the full details of your options.

 

If your package holiday was cancelled by us at Travel Republic, you are entitled to a refund.

 

Hotels extending closure periods:

We are aware that many hotels are closing for longer periods and are doing our best to collate this fast-changing information.   Currently, we’re focusing on helping the thousands of customers with travel plans which were due to depart up until 16 June.

 

Please bear with us while we prioritise those customers in departure date order.

 

If you have taken Roomer Flex with us:

Due to the unfortunate yet still developing situation with the Coronavirus, we are forced to void the Flex Cancellation Option for reservations checking-in between March 13th - July 1st 2020 that have not yet been cancelled by customers. Roomer will process the refund of the Cancellation Option fee directly to customers within 120 days. 

 

If I'm quarantined in my hotel room when I'm away, will I be entitled to a refund? 

Sadly, no refund or compensation is available in the unlikely event this happens. With our 24/7 in resort support, we'll always be in touch with you and be contactable should you need us. Please follow all advice issued by the hotel or authorities.

 

What if I can't go on holiday because I'm ill? 

You would need to work with your travel insurance provider as sadly, we're not able to offer refunds in this situation.