Following the recent announcements from all three governments across the UK regarding parties of over 6, we have set out below all of the options that are available to you if your booking is departing up until the 31st December 2020 and it is affected by the new legal restrictions.
As you may have seen, there are slightly different approaches in England, Scotland and Wales, particularly whether children count towards the 6 person limit and how many households can gather together. We would recommend that before deciding to take one of the options below you carefully read the relevant guidance which can be found:
Our current understanding is the following:
Once you have reviewed your position, please let us know what you intend to do by following the instructions under the options below.
All of the options below are available from logging in to your online customer account and selecting the Amend Booking button against the relevant booking. If you cannot see these options within your account, please contact our customer services team.
Option 1: Inform us your booking can still go ahead
You may still be able to travel if your booking complies with the legislation in the devolved country you are travelling to or your party size now fits within the limit (some guests have amended their party size to be compliant). You can inform us that this is the case by selecting the first option from within your online customer account.
Option 2: Transfer your booking to a later date
You will be able to transfer your booking to a later date if you wish to do so, select the transfer option, read the instructions and select the new dates from the calendar.
Our team will process this as quickly as we can and get back to you once this is confirmed.
Option 3: Take a voucher for the full amount you have paid
You can opt to take a voucher for the full amount you have paid. If you wish to do this, please select the option from within your online customer account and the voucher will be credited to your account within 24 hours.
Option 4: Cancel your booking for a full refund
If none of the above options are suitable and you can't lawfully travel, you will have the option to cancel your booking and receive a refund for the full amount you have paid. You can do this by selecting the option from within your online customer account.
The government plans to review this policy and we will review our approach to this in line with any changes that they make.
We would ask that if you cannot go ahead with your booking, that you transfer your booking to a later date if you can. Whilst the holiday may not take place on the dates you had originally intended, a transfer of the booking will ensure you still get the holiday you had intended but the owner of the property also gets the booking they had expected when the cancellation has occurred through no fault of their own, and often at short notice.