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Due to the continuing spread of Coronavirus (COVID-19) and the resulting travel restrictions put in place across the
globe, we have had to take the difficult decision to not accept any hotel or flight + hotel bookings with travel
dates before 1st May 2020. However, you can still plan your trip for this summer.

Information and cancellations

Countries, restrictions & airlines

Manage your bookings

Information and cancellations for flights, hotels and flight + hotel packages

Is your departure scheduled within the next two weeks?

Following the rapid spread of Coronavirus in Europe, governments around the world are introducing travel restrictions, which is resulting in airlines cancelling or modifying their flight schedules.

As we’re currently receiving an exceptionally high volume of calls, we kindly ask that you do not contact us by telephone.

If you need information about your upcoming trip, we recommend that you follow the official advice issued by the UK Foreign office or Irish Department of Foreign Affairs and Trade, and that you check the status of your flight on your airline or departure airport’s website.

We kindly ask that you refrain from calling us for information: we will notify you via email as soon as we receive an update from the airline.

If you’d like to cancel or modify your booking, you can submit a cancellation request from your account area on our site or app. Our Customer Care Team will manage it as soon as possible, prioritising those with the most imminent departures.

Given the current situation, it may take longer than usual for us to manage your request. We kindly remind customers not to call us for updates or information on their cancellation, change or refund requests. We’ll be the ones to notify you, via email, as soon as we have an update. All cancellations caused by Coronavirus will be refunded in the form of a voucher, which you’ll be able to use on your next trip with us.

Information for flight only customers

If your upcoming flight is cancelled, we will contact you directly as soon as possible to let you know what your options are. This could either be a refund of your ticket or a change of travel dates. This is subject to the individual airline terms & conditions.

If your upcoming flight is not cancelled, please go directly to your airline website to check the most up to date policy applying to your booking. Many airlines allow in current circumstances flexible changes in case you need to adjust your travel plans. If your flight is not cancelled by the airline and you voluntarily choose not to travel you will not be entitled to a refund of your ticket(s). 

Information for flight + hotel/train + hotel customers

If your upcoming flight or train is cancelled, we will contact you directly as soon as possible to let you know what your options are. This could either be a full refund of your package or a change of travel dates where possible.

If your upcoming flight or train is not cancelled, please go directly to your airline/train company website to check the status of your upcoming flight/train. Many airlines allow in current circumstances flexible changes in case you need to adjust your travel plans. If your flight or train is not cancelled by the airline/train company and there is no specific UK government advice against travel (according to the UK Foreign Office travel advice) and you voluntarily choose not to travel, your booking will be subject to our standard terms & conditions. 

Information for hotel/accommodation only customers 

Please check directly with your hotel if your accommodation can still go ahead or not. This may be subject to any local government or health authority restrictions. Many hotels allow in current circumstances flexible changes in case you need to adjust your plans. If your hotel/accommodation is not impacted by the restrictions in place and you voluntarily choose not to use your booking, your booking will be subject to our standard terms & conditions.     

Cancelling your trip

If you want to cancel your trip, we ask you not to call our customer service team and submit the cancellation request from your account area on our website or via our app. Our customer service team will manage it as soon as possible, giving priority to the most imminent departures. All cancellations resulting from these new guidelines will be dealt with in accordance with the applicable law. Given the exceptional circumstances, the management of these claims may be delayed. We remind you not to call us for updates on your individual claims and wait for further communications via email, which we will send you as soon as we have more information.

Airlines are closely following the guidelines issued by the relevant government and health authorities. Please note that if there are no specific restrictions or cancellations to your booked destination (following the guidelines issued by the relevant government authorities), your cancellation will be treated as voluntary, and managed according to our standard terms & conditions.

We're continuously monitoring the situation, and will publish any further updates on this page.  

We ask you not to contact us by phone because we are experiencing a very high number of calls. We will contact you as soon as we have further updates on your flight, giving priority to the most imminent departures.  

New flexible travel policies

British Airways, Virgin Atlantic, Emirates and many other airlines have introduced a new flexible travel policy which waives the airline's standard change fees for all international and domestic flight tickets issued in March 2020 (British Airways tickets issued from 3rd March 2020; Virgin Atlantic tickets issued as of 4th March 2020; and Emirates tickets issued from 5th March 2020). As the world events continue to evolve, this is a way of giving customers who'd like to continue making their travel arrangements extra flexibility should their plans change. Please click here for more information. 


Countries and restrictions

For the latest information, we advise you to check the Foreign & Commonwealth Office website for customers based in the UK and the Department of Foreign Affairs and Trade website for customers based in the Republic of Ireland, about specific travel advice for your intended destination, and general guidance following the outbreak of coronavirus (COVID-19).  

We ask you not to contact us by phone because we are experiencing a very high number of calls. We will contact you as soon as we have further updates on your flight, giving priority to the most imminent departures.  


Airline information and updates

The following airlines have announced changes to their flight schedules in light of recent Coronavirus warnings. You'll find more information in the dedicated Coronavirus sections of their websites, through these links:   


London - theatres and shows

Following the UK Government announcement on the 16th of March 2020, and further communication from SOLT (Society of London Theatre) and UK Theatre, representing many of the UK’s theatres, we have received confirmation that many venues across London and the UK have closed following the government’s advice. The closure of the venues, as it stands, remains in place until further notice and will only re-open following further advice from the UK Government.

We will continue to learn more over the coming days which performances are affected, and this may differ by production at different venues. As soon as we have received more information, we will contact you to book you for an alternative date or process a refund.

Please avoid contacting us by phone about any new refunds or ticket exchanges. We are currently experiencing a very high volume of calls. Please rest assured we will contact you as soon as we have more information about your upcoming show and will advise you options available to you.  

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