COVID-19 update: as at 11th September 2020
We are still supporting
thousands of customers who have had their holidays impacted by the COVID-19
public health measures. These enquiries will take some time to respond to.
Please ensure that you continue to contact us through our official channels and
we thank everyone for their patience as we work through your enquiries as
quickly as we can.
For customers impacted by the new rules on gatherings
The new rules in England
The Government has updated the rules on restrictions on gatherings
in England, a summary of which you can see here. From 14 September, in England, it will be against the law to meet people you do not live with in a group larger than 6 (unless you are
meeting as a household or support bubble) both indoors and outdoors.
The new rules in Scotland
The Scottish Government has updated the rules on restrictions on
gatherings in Scotland, a summary of which you can see here. From 14 September, the number of people who can gather, indoors or outdoors in Scotland, will be set at a maximum of six from two households with children under 12 from within the two households being excluded from the limit of 6. The currently available information from the Scottish government suggests that there will be some limited exceptions for larger households but these have not yet been published.
The new rules in Wales
The Welsh Government has updated the rules on restrictions on
gatherings in Wales. From 14 September, we understand that the number of
people who can gather, indoors in Wales, will be set at a maximum of six from one
extended household with children under 11 from within the extended households
being excluded from the limit of 6. We will update this page as the Welsh
government releases more information and guidance.
Your options
You should not be making use of your booking if doing so would be
in breach of the new legislation applicable in the country in which your booked
accommodation is located. Therefore, we are giving affected customers the following options:
Reduce the number of people or the
make-up of the parties associated with your affected booking.
Cancel your existing affected booking
and request a voucher so that you can make a new booking for a later
date.
Cancel your existing affected booking
and request a cash refund of what you have paid.
There is currently no end date to these new legislative restrictions. However, so that we can prioritise providing assistance to customers with imminent bookings, we are initially only contacting and dealing with affected customers with bookings with arrival dates up to 11
October 2020. Rest assured that if you have an affected booking beyond this date and the new restrictions are still in place at that point, we will be in touch with the options available to you. Please do not cancel your booking at this stage because of the new legislation if you have not received an email from us or spoken to one of our contact centre agents as doing so may delay us being able to assist you and others.
You do not need to do anything and the options listed above are not available to you if your
party composition is such that your booking can go ahead in compliance with the
legislation.
For customers whose
holidays were impacted by the national lockdowns
We contacted customers whose holidays were not allowed to go ahead as planned due to the
national lockdowns in England, Scotland and Wales respectively. Those customers
will have had the option to transfer their holiday online with a voucher or to
request a cash refund.
For customers affected by regional lockdowns and restrictions
Government guidance and legislation on COVID 19 changes frequently. Before you travel, you
need to ensure you have checked and understood the relevant legislation and
guidance that is applicable to you, your location, your destination and the
make-up of your party. If you believe your booking is affected by government
public health measures such that it would be unlawful for it to go ahead,
please contact us and we can discuss the options available to you.
Where can I find the latest guidance from the government?
https://www.gov.uk/coronavirus
