Rest assured; we will notify you as soon as we know if your holiday has been affected.
We are currently contacting all customers whose holidays have been affected to discuss their options. This means we’re only able to accept calls and messages from those due to travel in the next 72 hours.
If you still need to speak to us to change or cancel your booking, and you are due to travel in the next 72 hours, please log in to Manage my booking to call or message us. You are our immediate priority.
Don’t worry if you’ve missed a payment or just need a little more time to pay; we have options available to help you.
You can continue to pay for your holiday in Manage my booking, even if travelling in less than 12 weeks.
If you’re struggling to pay, you can delay any additional payments by choosing a new time to travel. If your holiday is more than 6 months away, you may wish to set up a Direct Debit to spread the cost. This can be arranged whilst rebooking or afterwards in Manage my booking.
We’re sorry to say that it’s taking much longer than usual to process your refund. It’s taking longer than we’d like as well. This is due to the number of requests being sent to us and our teams working from home.
We’re doing our best to help every customer, but we’re not able to always meet the 15, 45 or 90-day timeframes we originally stated for every customer. As always, we’re grateful for everyone’s patience and understanding. It means the world to us.
We’re keen to help you rearrange your holiday plans and our team are currently working through requests in order of departure. We’re helping those customers in June at the moment so please bear with us, someone will call you back.