Covid-19: Safe Travel Update
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Customer support FAQs for agents

We are receiving a huge amount of calls currently and we ask for your support. If you are trying to contact us about a booking outside of the next 4 weeks, can you please contact us at a later stage – we are working on a rolling basis so please do get back to us nearer to the departure date.

Frequently asked questions

We have tried to capture some common questions below to assist:

Q: If my customer’s holiday is not going to be operating due to FCO restrictions when should we receive a Refund Credit Note?

A: We are issuing Refund Credit Notes on a rolling, weekly basis based on changing FCO advice.

Q:My customers are booked to travel to a destination that is now classified as safe to travel to. When should we receive documentation?

A: We will be e-mailing out documentation in date order and on a rolling weekly basis.

Q:Where can I get up to date information on destinations and resorts.

A: Please visit our Travelaware pages on our websites and also view our brand new ‘Book with Confidence’ and ‘Travel with Confidence’ pages.

Q:My customers are booked to travel to a destination that is now classified as safe to travel to but they do not want to travel.

A: Where there is no change to flights or hotel arrangements we will be operating the holiday as planned. We will offer amendments if customers wish and with no amendment fee. Alternatively  normal T&C’s will apply.

Q:My customers are booked to travel to a destination that is now classified as safe to travel to but we know that the flight / hotel is not operational. What will you be doing in terms of the booking.

A: We will be contacting you in date order to talk through the options available.

Q:I have received a Refund Credit Note but my customer is not happy with it.

A: Please e-mail us on [email protected]

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