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Because of the extremely high volume of customers needing our help, please only contact us if you are due to fly in the next 72 hours. We need to prioritise customers who are travelling imminently. Thank you for your patience and understanding.
The Covid-19 pandemic continues to have a severe impact on the global economy, our nation and the travel and aviation industry.
We are continually reviewing our flying schedules, taking into account the Foreign & Commonwealth Office (FCO) advice against all non-essential travel. We also must consider the continued restrictions in many of the destinations we fly to, including the United States, where a travel embargo for travel from the UK, Ireland, and other parts of Europe came in to effect on 16 March 2020. The UK Government has also announced 14-day quarantine period for people arriving into the UK, which will take effect on 8 June 2020. For further information please visit https://www.gov.uk/foreign-travel-advice.
We understand that you want to know what this means for your holiday. Our latest advice is right here; whether you have an existing booking or are looking to book your next holiday.
Is my holiday affected?
The Foreign & Commonwealth Office have advised against all but essential travel. Therefore, with known airline cancellations, any holidays departing up to 12 July 2020 will not go ahead as planned. As countries around the world start to review their local lockdown restrictions, we expect this advice to change over the coming weeks.
If your holiday is affected, we’ll email you immediately with your options for rebooking. You can change your travel date any time up until 31 December 2021, and can even change the destination if you choose. All you’ll have to do is fill out your preferred option on the form we’ll provide, and one of our team will call you back.
You can also request a refund, but please bear in mind these are taking much longer than usual to process.
Completing these forms is the best way to contact us due to the high number of requests received. We’re extremely busy right now, so we’d be very grateful if you wait for us to contact you. This will allow us to prioritise customers with the closest departure dates first, but we promise to call every customer that requests a call.
For further additional information or to amend your holiday, please visit Manage my booking
We’re making some changes to our fleet and schedule, to reshape our business and ensure it is fit for the future, both in response to the impact of Covid-19 and in support of our drive towards greener, more sustainable air travel. As a result, we’ll be moving our flying programme from London Gatwick to London Heathrow. We’ll continue to fly from Manchester, and also retain the opportunity to return to Gatwick in the future.
For customers impacted by these changes, we’ve updated our rebooking policies to ensure you have the flexibility you need with your upcoming travel plans.
Where possible, we will rebook your travel to ensure you can still get away as planned. This could mean travelling from London Heathrow or from Manchester on a connecting flight with our partner Delta.
We are proactively contacting customers that are impacted by these changes. We thank you for your patience and understanding. We’ll be in touch as soon as possible to let you know about any changes and to provide your new flight details.
If you’re looking to book a holiday
Your next holiday is only a click away. Our website has thousands of amazing options ready to book and is the quickest and easiest way to book until our retail and contact centre team are on hand.
For extra piece of mind, new bookings made before 30 June 2020 also have the flexibility to amend free of charge up to 31 December 2021.
Frequently asked questions
This is the fastest thing we can trigger when your holiday is cancelled, to protect the money you had already paid and give you the freedom to select another date or destination for departure. However, you can still opt for a cash refund instead and you can notify us of this preference when the voucher is issued.
To help us manage the high volume of requests, we’re emailing all customers affected with their options. Completing these forms are the best way for us to prioritise the thousands of customers that want to rearrange their travel plans.
We’ve emailed everyone whose holiday has been affected up to the 12 July 2020. Our teams are working in departure date order, with priority for bookings due for departure in June. We’ve helped most customers travelling in May and are now working through June.
We know that the current situation has been difficult for you, and we’d like to share what your options are right now.
At the moment, if your holiday remains unaffected by cancellations, your holiday is going ahead as planned. This means that our standard terms and conditions apply. However, we absolutely understand you may not be able to, or do not want to take your holiday as originally planned. You can change your travel dates to a later time, or even change your destination. Just head to Manage My Booking to let us know if this is what you’d like to do, and we’ll call you back to organise it.
If your planned departure date is currently unaffected, your holiday dates don’t qualify for a full refund. If you’d prefer to cancel your holiday rather than rebook to travel when the world re-opens, you can complete a request on, Manage My Booking. Please note you will be charged a cancellation fee equivalent to loss of deposit, plus any non-refundable costs discussed with you at time of booking.
We’re currently responding to a huge volume of requests. With our teams working from home, and reduced availability and infrastructure, working through refunds is taking longer than usual. Because of this we can’t give a specific time for how long a refund will take — requests are being worked on in order from March. Our people are working incredibly hard to get these funds back to you as soon as we can. We know this is not what you or we expected, but we will ensure your money is safely returned.
Our call and messaging teams are prioritising customers due to travel within the next 72 hours. We are looking to extend this window as we help more and more customers. In the meantime, we know this can be frustrating, but it’s the best way for us to help as many customers as possible.
As we are prioritising customers in departure date order, we may not be able to answer any questions right away. When we are able to help more customers, we will let you know when we can support you.
We hope this helps you. Our contact centre is only available for customers departing in the next 72 hours right now. Thank you so very much for your patience and understanding in this tough time.
Your holiday may be affected by travel restrictions or cancellations
The Foreign & Commonwealth Office UK have advised against all but essential travel. Depending on when you are due to travel, your holiday may be affected.
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.
Please look out for emails from us or visit our dedicated Covid-19 (Coronavirus) page for the latest updates.
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 understand that you may wish to change your holiday plans and we appreciate the need for flexibility.
We'll be in touch by email letting you know how to register to change your holiday plans. You can also log into Manage my booking to find the details there.
Please look out for emails from us or visit our dedicated Covid-19 (Coronavirus) page for the latest updates.
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.
