We’ve put together the following page of information to help you with your travel plans. In the meantime, we kindly ask that you do not phone us: we’re currently receiving a very high number of calls due to the Covid-19 pandemic, and there may be long waiting times to speak to our agents. Thank you for your patience.
Avoid the long waiting times to speak to our agents: change or cancel your booking at the touch of a button by sending us a request from your customer account.
We’re aware that it’s an exceptionally stressful and difficult time, but at the moment we kindly request that you wait to receive further communication from us. If your trip has been cancelled, you’ll find all the information about our refund process here.
Due to the very high number of requests we have coming in, it may take us longer than usual to manage your refund. We will do all we can to get an update for you as soon as possible.
Manage your booking from your customer account.
We know this pandemic has impacted thousands of our customers and their travel plans. In the last few weeks, we’ve worked tirelessly to simplify the cancellation and refund procedures on our site.
You can now manage your booking through your customer account, on our site. Your cancellation request will immediately be put into our systems, and our Customer Care team will manage it as soon as possible, prioritising the most imminent departures.
All cancellations caused by the coronavirus will be refunded in accordance with the applicable regulations.
Remember: if the authorities (UK Foreign & Commonwealth Office or Department of Foreign Affairs in the Republic of Ireland) have not implemented any travel restrictions that will impact your trip/destination, your cancellation request will be subject to the standard terms and conditions for cancelling.
Given the exceptional circumstances, it may take us longer than usual to manage your cancellation request. We will do all we can to get an update for you as soon as possible.
Now you have more time to settle your payment.
We’re keen to help our deposit-paying customers too. If your trip is in the next few weeks, and you have further payments scheduled for your booking, we’ve decided to give you a little more time to settle these. You’ll receive an email in the next few days containing information on the new terms of your payment plan. We hope that by extending your payment deadline, we’ve made things a little easier for you during this challenging moment.
You can cancel your booking at any time from your customer account. However, if there are no travel restrictions affecting your trip/destination at the time of cancelling, your cancellation request will be subject to the standard terms and conditions for cancelling. We will notify you of these fees before proceeding.
Here are a series of useful links to keep you up-to-date:
As you know, the situation is continuously evolving, and we may not always be able to provide you with information in real time. Many airlines are cancelling their flights, while countries across the globe continue to implement stricter restrictions on movement and travel for their own citizens and foreigners.
For the latest country-specific information, please visit the UK Foreign & Commonwealth Office travel advice page at https://www.gov.uk/foreign-travel-advice, or the Department of Foreign Affairs and Trade in the Republic of Ireland at https://www.dfa.ie/travel/travel-advice. There you’ll find the full country directory listed in alphabetical order, with the most up-to-date information concerning each individual destination. You can also check for updates on your destination of travel by visiting the government or Foreign Affairs website of the country you’re travelling to.
To stay updated on the status of your flight, please visit the airline’s website directly. Many airlines are allowing customers to change their travel dates, subject to availability. Below you’ll find the website links for all the major airlines our customers have booked with. We’d like to thank you again for your patience and understanding during these difficult times.