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Coronavirus (COVID-19) update

Last updated: 7 April 2020, 10:00

Here's our latest information and travel advice regarding the ongoing coronavirus (COVID-19) situation.

Due to the ongoing uncertainty caused by the coronavirus (COVID-19) pandemic, we’ve decided to recommence our flights and holidays programme on 17 June 2020. If you're travelling before this date, unfortunately, your booking will be affected as our flights and holidays won't be operating. We're contacting all affected customers about their options - please check the FAQs below before contacting us, as we’re currently experiencing high volumes of calls right now.

For the latest government advice, please visit the dedicated website here: https://www.gov.uk/guidance/travel-advice-novel-coronavirus

Are your flights/holidays still operating?

Due to the ongoing uncertainty caused by the coronavirus (COVID-19) pandemic, we’ve decided to recommence our flights and holidays programme on 17 June 2020. If you're travelling before this date, unfortunately, your booking will be affected as our flights and holidays won't be operating.

We're contacting all affected customers about their options, including how to amend bookings to a later date, so if you were due to travel before 17 June 2020, we'll be in touch. We know just how much a well-deserved getaway means to you and how much it gives you something to look forward to, particularly during difficult times such as these.

We’re continuing to operate a fully-staffed call centre but the number of calls we’re currently receiving is unprecedented and more than we can handle. Therefore, we’re proactively contacting all affected customers in departure date order, which we think is the fairest way. Please be patient with us as we do this and remember that we’ll get in touch with you.

So that we can call our affected customers, we’ll be taking less calls. Please note, this will mean longer than normal call wait times.

The coronavirus (COVID-19) pandemic has resulted in everyone having to deal with difficulties and restrictions, and our business and our colleagues face these too. We can absolutely assure you that our teams are doing their best to deliver on our promise of delivering Package Holidays You Can Trust.

Please do bear with us and thank you in advance for your loyalty, understanding and patience.

My holiday’s been cancelled – what are my options?

Due to the ongoing uncertainty caused by the coronavirus (COVID-19) pandemic, we’ve decided to recommence our flights and holidays programme on 17 June 2020. If you're travelling before this date, unfortunately, your booking will be affected as our flights and holidays won't be operating.

If we’ve cancelled your holiday due to the coronavirus (COVID-19) outbreak, you can amend your booking without paying an admin fee. Plus, if you amend your booking to a new holiday departing before 31 March 2021, we'll give you £100 off. If you amend your booking to a new holiday departing after 1 April 2021, we'll give you £60 off*.

To amend your booking all you need to do is fill in the form here before midnight on 30 April 2020 – we've extended the date due to popular demand! So join thousands of others and change your holiday today.

We’re continuing to operate a fully-staffed call centre but the number of calls we’re currently receiving is unprecedented and more than we can handle. Therefore, we’re proactively contacting all affected customers about their options in departure date order, which we think is the fairest way. Please be patient with us as we do this and remember that we’ll get in touch with you.

So that we can call our affected customers, we’ll be taking less calls. Please note, this will mean longer than normal call wait times.

The coronavirus (COVID-19) pandemic has resulted in everyone having to deal with difficulties and restrictions, and our business and our colleagues face these too. We can absolutely assure you that our teams are doing their best to deliver on our promise of delivering Package Holidays You Can Trust.

Please do bear with us and thank you in advance for your loyalty, understanding and patience.

*T&Cs apply

Should I be worried about going on holiday and should I cancel?

We understand that you may have concerns about your holiday. The health and safety of our customers is always our number one priority, so we’re continuing to monitor the situation very closely and will adjust our programme accordingly where necessary.

Due to the ongoing uncertainty caused by the coronavirus (COVID-19) pandemic, we’ve decided to recommence our flights and holidays programme on 17 June 2020. If you're travelling before this date, unfortunately, your booking will be affected as our flights and holidays won't be operating.

If you were due to travel before 17 June 2020 and have been affected by cancellations, you don’t have to miss out. You can now simply change your booking to a later departure date and you won’t have to pay an admin fee. You can even amend the hotel, destination or who’s travelling on the booking!

Plus, if you amend your booking to a new holiday departing before 31 March 2021, we'll give you £100 off. If you amend your booking to a new holiday departing after 1 April 2021, we'll give you £60 off.

All you have to do is amend your booking before midnight on 30 April 2020 – we've extended the date due to popular demand! Please note, we may amend or remove this offer at any time. So join thousands of others and change your holiday today. That way, you’ve got something to look forward to – it’ll come around before you know it!

We’re proactively contacting all affected customers about their options in departure date order, which we think is the fairest way. Please be patient with us as we do this and remember that we’ll get in touch with you.

If you’ve made a booking that’s due to depart after 16 June 2020 and you'd like to either amend it or cancel, this will be in line with our terms and conditions.

You’ve cancelled or delayed my flight due to the coronavirus (COVID-19) situation, am I entitled to any compensation?

We are working extremely hard to deal with the unprecedented situation arising from the COVID-19 outbreak in Europe and ensure that affected customers receive all appropriate support and assistance. However, in line with the advice from the UK Civil Aviation Authority, delays and/or cancellations arising from circumstances relating to COVID-19 will be treated as extraordinary circumstances and therefore not eligible for compensation under Regulation EC261/2004.

My holiday has been cut short or cancelled due to coronavirus (COVID-19), am I entitled to compensation?

Customers will not be entitled to any additional compensation under the Package Travel Regulations, as the reason for the holiday not continuing or being cancelled is outside of our control.

Are you disinfecting your aircraft/transfer vehicles?

Our aircraft are deep cleaned on a daily basis. With the same applying for our transfer coaches. The health and safety of our customers is our number one priority and we’re taking all appropriate measures.

What can I do to protect myself and prevent the spread of the disease?

We recommend that you follow the advice of the appropriate authorities:

World Health Organisation:
https://www.who.int/emergencies/diseases/novel-coronavirus-2019

Foreign and Commonwealth Office / UK Government:
https://www.gov.uk/health-and-social-care/health-protection-infectious-diseases

Should I wear a facemask on the aircraft or in my holiday destination?

Public Health England (PHE) advises against using masks outside clinical settings. PHE state that If you’re fit and well, with no symptoms, there’s no evidence that wearing facemasks as a general prevention measure is helpful.

The government is advising social distancing to protect older people, pregnant women and vulnerable adults. I fall into one of the listed categories and therefore won’t be able to travel on my planned flight/holiday. What should I do?

Due to the ongoing uncertainty caused by the coronavirus (COVID-19) pandemic, we’ve decided to recommence our flights and holidays programme on 17 June 2020. If you're travelling before this date, unfortunately, your booking will be affected as our flights and holidays won't be operating. We’re proactively contacting all affected customers about their options, in departure date order, which we think is the fairest way. Please be patient with us as we do this and remember that we’ll get in touch with you.

If you’ve made a booking that’s currently unaffected and you would like to either amend it or cancel, this will be in line with our terms and conditions..

If you’re due to travel after 17 June 2020, you can also talk to your travel insurance provider for more information.

To find out whether you fall into one of the vulnerable categories, further information from the UK government can be viewed here.

I’m an NHS/emergency services worker and I have a holiday booked between now and 30 June 2020. Due to work commitments as a result of the coronavirus (COVID-19) outbreak, I’m no longer able to travel – what are my options?

We think that everything you’re doing right now for the nation is brilliant. So if you can’t go on your holiday as planned, you can amend your booking free of charge – this one’s on us. Whether you want to change the departure date, destination, hotel or who’s travelling on the booking, you won’t have to pay the admin fee.

All you need to do to change your booking is give us a call on 0333 300 0737 and one of our friendly customer service advisors will be more than happy to help you. Understandably, we’re receiving a lot of calls right now and dealing with queries as quickly as possible in departure date order, so please bear with us.

Please note that you’ll have to provide proof of work ID when amending your booking.

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