Coronavirus - latest updates, advice and information

Customer Covid-19 update: 22 May 2020

Our Customer Service team are focusing on all customers’ bookings scheduled to depart up to and including June 16 2020. All balance due payments for customers travelling in June have been paused.

We’re happy to confirm that all refunds due, for those scheduled to travel week-ending 5 May 2020, have been issued. You will have received a Customer Service Request from us to confirm the payment has been made and then it is a matter of waiting until this clears through your bank. See our refund schedule below.

As we will have advised when we contact you, all customers with cancelled Flight-Only bookings, these are non-refundable and we are working hard to obtain a refund on your behalf. If we are successful, we will be in touch to refund you as soon as we receive the money back or should the airline offer an alternative option.

For all customers with cancelled non-refundable hotel room stays, we will be speaking with the supplier on your behalf to negotiate an exit to the contract you have with them. If we are successful, we will refund you as soon as we receive the money back or contact you should the supplier offer an alternate option.

Find the latest advice by departure date

14 – 17 March

18 March – 30 April

1 May – 30 May

1 – 16 June

17 – 30 June

July onwards

Afronation Customers


Due to travel

Expected refund week

Week-ending 22 March 

Week commencing 4 May

Week-ending 29 March

Week commencing 11 May

Week-ending 5 April

Week commencing 18 May

Week-ending 12 April

Week commencing 25 May

Week-ending 19 April

Week commencing 1 June

Week-ending 26 April

Week commencing 8 June

Week-ending 3 May

Week commencing 15 June

Week-ending 10 May

Week commencing 22 June

Week-ending 17 May

Week commencing 29 June

Week-ending 24 May

Week commencing 6 July

Week-ending 31 May

Week commencing 13 July

Week-ending 7 June

Week commencing 20 July

Week-ending 14 June

Week commencing 27 July

Week-ending 21 June

Week commencing 3 August


We do want to highlight that for any customer who has claimed for non-delivery of services through their payment provider, your refund will be managed in a separate process and in accordance to the terms of that 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:


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

Whether you are entitled to a cash refund is be dependent on a few factors;

  • The type of product you bought from us and whether that was a package holiday or single component only (Attraction tickets, Hotel, Transfer, Airport Parking, Flight only).
  • Who cancelled the product; us or yourselves.
  • Whether the product you purchased was flexible / refundable or whether it was non-refundable.

We will explain all of your options when we write to you.

For all package holiday customers, if we cancel your holiday, you are entitled to a refund.


Hotels extending closure periods:

We are aware of hotels that are closing for longer periods of time however we are currently focused on helping the thousands of customers with travel 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 advise 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.