Coronavirus (Covid-19) Update

We are experiencing unprecedented levels of demand and continue to prioritise customers who are due to travel in the next 7 days. This allows us to help those with imminent holidays. If you are travelling further in the future, please do not call us at this point.

Last updated: 30 March 2020 08:30 GMT

The situation is changing daily and we continue to follow guidance from the government and The Department for Health & Social Care. As a result, this page will be monitored and reviewed regularly.

We continue to review all our policies daily and are seeking advice from the government.

During these difficult times the safety of our people, our customers and our property owners is of paramount importance to us.

We continue to waive our amendment fee for travel up to and including 4th June. If you are due to depart in the next 7 days and wish to get in touch, please email us at [email protected]

FAQ’s

What if I am due to travel during the ‘stay at home’ measures? 

We have sent an email communication to all customers who have a booking due to start between the 23rd March and 14th April 2020 – During the government ‘stay at home’ order.

To support our customers in these difficult times, we have continued to offer the ability to change the dates of their holiday. Customer safety is our primary concern, and therefore we have waived our normal amendment fees. Customers can amend bookings through their account.

We can also facilitate a request for a credit to your account from the holiday home owner. We will also credit our portion of the holiday to ensure customers receive 100% back in credit. Customers will then be able to use this credit to book a holiday at any property within the next 24 months across any of our brands.

How are you working with your Home Owners?

As an agent for the holiday home owners, we are working closely with them on how we can facilitate the amendments to enable customers to transfer their bookings to a later date. The booking contract is between the holidaymaker and home owner and we are working closely with them to keep them up to date on the ever changing scenarios as their agent.

I have a upcoming booking, can I still go?

On 23rd March 2020, the government issued the instruction that everyone must stay at home.

Therefore, you will not be able to travel to your holiday destination. Supporting our customers through this period is our primary concern, and we will allow any customer impacted to amend their booking our usual amendment fee waived.

Please refer to our amendment policy to see if your booking is eligible.

What should I do if I am currently on holiday?

We strongly advise that you follow government guidance.

Can I amend my holiday?

We are working to support our customers so have waived our normal amendment fees for customers impacted by Covid-19.  We are continuously monitoring the situation regarding this and it is important to us that we offer support and reassurance to our customers during this time. Please find our amendment policy here and please visit Your Account to amend your holiday.

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