Coronavirus FREQUENTLY ASKED QUESTIONS
Our office is now open for phone enquiries only from 09:30 - 17.30 Monday to Friday. If you are enquiring about the progress of your refund, for the quickest response please email us at [email protected]
Due to the high volume of cancellations we are working on bookings in order of date of travel so please be understanding with our staff who are working under extreme pressure at this time in order to assist our clients who were due to travel in the next two weeks.
We will be in touch with you two weeks before you are due to travel so we ask unless it is an emergency, please wait for us to contact you.
Q: I am due a refund as my flight has been cancelled – how do I apply?
A: Our staff will apply for the refund on your behalf and process this as soon as possible. Please note that due to the unprecedented number of refund applications due to the Covid-19 outbreak, many airlines & hotel suppliers are experiencing delays in processing refunds. We are unable to offer a refund until this has been processed by our suppliers, so please understand that you may experience significant delays to complete the refund process. Rest assured that we are working on your behalf to complete matters as quickly as we can.
Please note: Refunds are only possible where airlines & hotel suppliers permit. These are changing regularly, and airlines will not refund customers if the flight has not been cancelled by them, regardless of government restrictions.
Q: When should I expect my refund?
A: We ask for your patience here, this is a worldwide pandemic and as you may be aware, all travel companies are experiencing an extraordinarily high volume of refund requests, and there will be delays in the system as a result.
All refunds will be processed according to the rules and conditions applied by the end suppliers i.e. Airlines, Hotels / Apartments and Transfers etc.
The Supplier Rules and Conditions for Covid-19 cancellations vary considerably and are changing daily.
Some suppliers are offering refunds, and others a credit note. The Government agrees to provide a State-Guarantee for Refund Credit Notes Issued by Irish Licensed Travel Agents and Tour Operators. NB*** Airlines such as Ryanair, Qatar, British Airways, Virgin Atlantic, United, Air France, KLM or Delta are offering a voucher or credit for future travel.
Some suppliers are applying normal cancellation fees unless the DFA advises against all non-essential travel to the destination on the dates you are due to depart.
We are currently estimating an average turnaround time for refunds of 9 – 12 months.
Once a refund or credit note has been received, we will forward to you immediately.
Q: I do not wish to accept my Ryanair Voucher – how do I apply for a cash refund?
A: The airline is offering refund in the form of a voucher which can be redeemed for cash after 12 months. We have sent you through your VOUCHER ID confirmation where you can then follow the steps outlined by Ryanair via https://www.ryanair.com/ie/en/useful-info/refund-voucher to avail.
We acknowledge that you may not wish to accept your refund in voucher format at this time. Please note that until such time as you receive your cash refund, your voucher will remain valid and can be used to purchase flights and ancillaries for any future trip you might wish to plan. The amount does not need to be spent in one transaction.
Again, if you wish to receive cash refund and opt not to use the voucher, it will land on the cash refund queue and will be redeemed for cash after 12 months.
The Government agrees to provide a State-Guarantee for Refund Credit Notes, we are applying the rules by the end suppliers and in this case voucher is offered at this time.
Q: Will my flights be cancelled? Should I change my dates?
A: As soon as we are aware if your flight has been cancelled, we will contact all clients that are affected.
We do not know which airlines will cancel flights outright, and which will cancel only some flights as this is continuously changing by the hour.
Most airlines, with a few exceptions, are allowing free changes for travel at a later date.
Currently, we have only definitive information up to 2-4 weeks ahead with most airlines.
Q: I would like to change my holiday?
A: All changes will be processed according to the rules and conditions applied by the end suppliers.
The Supplier Rules and Conditions for Covid-19 changes vary considerably and are changing daily.
Some suppliers are applying normal change fees unless the DFA advises against all non-essential travel to the destination on the dates you are due to depart. Many airlines have waived change fees within certain dates, so customers are eligible to pay the fare difference only. Airlines are gradually providing advance dates for these free changes.
Q: What if my flight is still operating but I don’t want to travel – will I get a refund?
A: Most airlines are offering free changes on flights, and you pay the difference in fares and taxes if applicable but do not pay the change fees.
As each airline is different, we only know for certain once we look at bookings on a case by case basis.
We will prioritize these requests based on your date of travel, with utmost priority given to people affected within the next 7 days.
Q: Can I cancel my booking?
A: If your holiday arrangements are still scheduled to operate but you choose to cancel then you will be subject to our normal terms & conditions. These can vary depending on the type of holiday you have booked. This situation is ever-changing, we are waiting for more favourable conditions for cancelling or amending to try and avoid penalties for you.
If you have decided to proceed with your cancellation regardless and we can advise you on the penalties at this time.
Q: I am due to travel this summer – what will happen my holiday booking?
A: A number of airlines plan to operate a scaled down schedule this summer and may allow free date changes where you are only required to pay the difference in fares where applicable, if you decide you do not wish to travel.
In most situations, bookings travelling from July - December 2020 are currently operating as normal, so changes to a booking between these dates would be subject to our normal terms and conditions. As matters are regularly changing/developing these guidelines may change.
Q: Paying a holiday balance?
A: At this stage airlines have only sent in cancellations up to two and four weeks ahead and until we receive a cancellation notice for your flight, we can do very little in the meantime. Unless you are looking to change dates, best thing to do is hold out.
Alternatively, if you know you will not be traveling, we can cancel the hotel product and reduce the balance down to the amount paid.
All refunds will then be processed according to the rules and conditions applied by the end suppliers and if we receive a refund or credit we will pass onto you, otherwise it will be loss of deposit and you can try to claim from travel insurance.
Q: Why haven’t I heard back to my query?
A: We are experiencing an extremely high volume of enquiries at present, and as a result, we are prioritising enquiries by travel date. If you booked to travel in the next 4 weeks, please do not worry, we are aware of your booking and will contact you to make amendments as required. In some cases, we are waiting for more favourable conditions for cancelling or amending to try and avoid penalties for you.
Q: Where do I find reliable travel advice?
A: The Department of Foreign Affairs advice can be found here https://www.dfa.ie/travel/travel-advice/ and the HSE’s full travel advice can viewed on this link https://www2.hse.ie/conditions/coronavirus/travel.html