Covid-19 updates

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.

Manage your trips on My

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.

Manage your trips on My

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.

Covid-19 - everything you need to know about your trip

Here’s how you will be refunded

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.

Want to cancel your trip?

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.

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.

Bookings impacted by changes to the Foreign, Commonwealth & Development Office’s (FCDO) travel advice

Based on assessed Covid-19 risk, the Foreign, Commonwealth & Development Office (FCDO) currently advises against non-essential travel to the following destinations:

  • Spain - as of 27th July 2020
  • Luxembourg - as of 31st July 2020
  • Belgium - as of 7th August 2020
  • France, Malta, the Netherlands - as of 14th August 2020
  • Croatia, Austria - as of 21st August 2020
  • Switzerland, Czech Republic - as of 28th August 2020
  • Greek islands of Lesvos, Tinos, Serifos, Mykonos, Crete, Santorini and Zakynthos - as of 7th September 2020
  • Portugal (excluding the islands of Madeira & the Azores) - as of 11th September 2020
  • Slovenia - as of 17th September 2020
  • Denmark, Iceland, Slovakia - as of 25th September 2020 
  • Turkey, Poland - as of 2nd of October 2020 

Following a visit to any of these countries, you will be required to undergo a two-week quarantine on your return to the UK.

If this affects an upcoming holiday package you have booked with us, and you no longer wish to travel, you must request a cancellation from your account area on our site. We advise that you only do so within the two week period before your scheduled departure date. This is due to the guidelines issued by the authorities being subject to change at very short notice, so any restrictions for your destination may still be lifted before your trip, if the situation improves.

If you don’t submit a cancellation request, we will not automatically cancel your booking. Many flights and hotels are operating as normal and so we understand that you may still want to enjoy your trip as planned. 

However, if the airline decides to cancel your flight, we will contact you directly to inform you about this, and the options available to you.

Please note that if you placed your booking after the government introduced these restrictions for your chosen destination, any cancellation request you make will be processed according to the airline/accommodation provider’s policies.

If you have a flight only or accommodation only booking with us, rather than a package booking, and your flight or accommodation continues to operate as normal, your booking will also be managed according to the airline/accommodation provider’s policy. v

Additionally, many airlines are providing customers who don’t want to travel at this time with the option to change their flights to a future date or another destination. You can find out more about this, and submit a request to change your flight ticket, by contacting the airline directly.

Did you book your trip with a deposit?

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.

Want more information about your next trip/destination?

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, or the Department of Foreign Affairs and Trade in the Republic of Ireland at 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. Please note that the requirements for Jersey are different to the UK. Check government travel guidance here: 

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.

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 all venues across London and the UK are now 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 have removed all the performances from sale until 1st of November 2020, however you are still able to book shows after this date. If you have an existing booking, we will contact you to book you for an alternative date or provide options available to you. Please avoid contacting us by phone about any new refunds or ticket exchanges. We are currently experiencing a very high volume of calls.

Connect with us