Update Wednesday 25th March 14:00
We are closely monitoring developments of the Coronavirus pandemic to ensure the safety of our customers. The DFA (Department of Foreign Affairs and Trade) now advises against all non-essential travel until the end of March.
As our holiday season was due to start at the end of March, some of our customer bookings, will be directly affected. Likewise, increased controls and restrictions introduced in many European countries will have a significant impact on our customers travel arrangements so we are constantly assessing the situation and keeping up to date with all the changes.
As several countries have closed their borders or are in total quarantine, we have taken the decision to postpone the opening of our campsites to the 1st of May for our destinations in Spain, 15th May for Italy and to the 15th of April for France and all our other destinations, to ensure the wellbeing and safety of our customers, which is of paramount importance.
We advise all our customers to follow the situation and latest updates here: We advise all our customers to follow the situation and latest updates here: https://www.dfa.ie/travel/travel-advice/
Our contact centre lines are still very much open and busy answering calls and concerns. We are listening and here to help but kindly request you contact us with urgent matters only so that concentration can be placed on those due to travel within the next 2-8 weeks.
In the event of changes that may impact your stay, we will contact you and advise the process to follow. At present, as we focus on customers directly affected, we hope the FAQ section below will help answer any questions you may have:
Q: I’m travelling to a location where the DFA has advised against all, but essential travel.
A: If the travel advice remains in place for your specific holiday location, we will contact you if your departure is within 1-2 weeks of your arrival date.
Travel authorities in Italy and Spain have extended their restrictions and as such, we will not be opening campsites in these countries until15/5/2020 for Italy and 01/05/2020 for Spain. France and all of the other destinations will be closed until 15/04/2020. If you’re arriving before this date, we will shortly be contacting you to look at the different options available. Our Contact Centre team are best placed to assist you.
Q: Can I amend my reservation/stay?
A: It is possible to amend your stay and currently, we will not charge you an amendment fee to do so. However, please note you will be liable for any increase in costs.
Q: I no longer wish to travel, Can I cancel my reservation/stay?
A: If the DFA (Department of Foreign Affairs and Trade) advice does not change and holidays remain possible, then you can cancel your booking, but we must make you aware this is in line with our current Cancellation Terms and Conditions, which can be found on our website. Cancellation fees will be applied, in line with these terms.
Q: My Holiday Balance is due. Do I have to pay now?
A: In order to provide you with greater flexibility, we have extended balance due dates from 12 weeks to 6 weeks before departure. We understand you may have some questions about your balance payment. Payments can be made via our Contact Centre team.
Q: I have booked Accommodation/Ferry travel. What coverage do I have?
A: In the event the travel advice changes, if you've booked a package holiday with us, then you are protected under the Package Travel Regulations. As a result, where we have availability, we can offer alternative suitable holidays. If we cannot offer you a suitable alternative, we are pleased to advise that we can now offer a 120% voucher to customers who wish to reschedule to next year or you are entitled to a full refund of any monies that you have paid to us.
Q: I have booked Accommodation only. What coverage do I have?
A: In the event that travel advice changes for your specific holiday campsite and your planned holiday can no longer go ahead due to restriction/closure, we will always attempt to find you a solution. We are pleased to advise that we can now offer a 120% voucher to customers who wish to reschedule to next year or a full refund for your accommodation. We will aim to offer an alternative campsite, but we must stress this is subject to availability and may incur additional costs. If you have made travel arrangements, for example, but not exclusively, flights, car hire, ferry travel with another provider directly, you must speak with them and they will advise you of their own policies/procedures.
Q: If I cannot follow my initial travel plans due to the Coronavirus outbreak, am I entitled to compensation?
A: We must advise, you will not be entitled to any compensation, as the reason for the holiday not continuing is outwith our control.
Q:I’m travelling soon, what advice should I consider from the country I’m travelling to?
A: We advise to read the DFA (Department of Foreign Affairs and Trade) travel advice for the country you are travelling to, which includes entry requirements and a link through to the National Travel Health Network and Centre (NaTHNaC) TravelHealthPro website. This website provides specific travel health advice for our destination countries.
We are committed to ensuring that booking your holiday is stress free. For any new reservation made before May 31st, 2020, you can make a *free amendment up to 14 days before your arrival.
* in the same category of accommodation and for the same duration initially booked, during the 2020 season, among the destinations proposed by our group, FREE OF CHARGE. Any difference in rates between the old and the new stay will remain the responsibility of the customer and, if applicable, will not be reimbursed. Offer applicable for all bookings made between 12/03/2020 and 31/05/2020 inclusive.