Coronavirus (COVID-19) Guidance

Updated Monday 3rd August 

We continue to closely monitor developments of the Coronavirus pandemic to ensure the safety of our customers. The DFA (Department of Foreign Affairs and Trade) advises against all non-essential travel in countries where we operate with the exception of Italy, which was included on a 'green list' on the 21st July. Meaning that travellers returning to Ireland from Italy will not have to restrict their movements for 14 days upon return. 

https://www.dfa.ie/travel/travel-advice/a-z-list-countries/italy/

  

In the event your stay has become impacted by a closure or restriction, we will aim to get in touch as quickly as possible and at least one to two weeks prior to departure. 

We advise all our customers to follow the situation and latest updates here: https://www.dfa.ie/travel/travel-advice/

Here to help: We understand you may have questions regarding your stay; our team are available and busy answering calls and emails as efficiently as possible.  We want to ensure you make an informed decision and feel supported at this time.

To offer clarity, we have taken the most frequently asked questions from you, our customers and provided answers below.

Q: Can I transfer my 2020 holiday to 2021?  

A: We understand customers may have concerns about travelling at this time. We are therefore, pleased to advise we will now allow our holidays to be transferred to 2021 and can propose the following two options.

Price Match Promise:  If you rebook the exact same holiday (excluding travel arrangements) for 2021, we promise to match your price.  Further Information can be found here.

Flexible Voucher: If you are unsure of your exact dates, destination or anything else and are looking for a little bit more flexibility, then our voucher may be the best option for you.  Further Information can be found here.

Q:  When can I book my 2021 Holiday?

A: We are pleased to advise our 2021 holidays are now available to book.  Customers that have accepted a voucher will be given first opportunity to re-book wherever possible. 

Q:  What facilities will be open during my upcoming stay? 

A:We endeavour to provide the same fun-filled holidays as always and only in exceptional circumstances will the usual services, facilities or amenities not be available or restricted which are out of our control or go against local government public health and safety guidelines. We continue to follow the official advice to ensure our stays are as safe as possible for our customers. As this is subject to change, guidelines may lead to some future restrictions; we will do our best wherever possible to keep you informed. 

Q:  I am due to travel between now and the 15th August.  However, I am unable to go due to Government restrictions. What are my options?

A: We understand that current restrictions may have affected your travel plans.  We are therefore able to offer you the following options:

Price Match Promise:  If you rebook the exact same holiday (excluding travel arrangements) for 2021, we promise to match your price.  Further information can be found here.

Accommodation Voucher: We will offer a 120% enhanced voucher to our customers against any monies paid for your accommodation.  The voucher can be used to reschedule to later this year or next year.  

Alternatively, we will offer a refund of any monies paid to us. We do kindly ask that you support us, as we continue to support you, by selecting the option of re-booking with us.

Q: I am travelling to a location where the DFA has advised against all, but essential travel.

A: The DFA (Department of Foreign Affairs and Trade) now advises against all non-essential travel with the exception of Italy, which was included on a 'green list' on July 21st. Meaning that travellers returning to Ireland from Italy will not have to restrict their movements for 14 days upon return. Please note,travel advice for Italy and all other countries will be reviewed every two weeks. 

If the travel advice remains in place for your specific holiday location, we will contact you within 1-2 weeks of your arrival date.

Q: I no longer wish to travel and cannot travel next year. Can I cancel my reservation/stay?

A: Per DFA (Department of Foreign Affairs and Trade) advice, if 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: I have booked my own Travel Arrangements, Do I have protection?

A: If you have made your own 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: 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: If I make new booking and need to amend it, will I have to pay an amendment fee?

A: We are committed to ensuring that booking your holiday is stress free.  We will therefore not charge an amendment for any changes up to 14 days of arrival.

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 am travelling soon, what advice should I consider from the country I am 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.


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