Cancellation Policy

Quick summary of “If you cancel your holiday”

You, or any member of your party, may cancel your travel arrangements at any time. Written notification by mail, fax or e-mail from the 'lead name' on the booking or your Travel Agent, must be received at our offices. Since we incur costs in cancelling your travel arrangements, you will have to pay the applicable cancellation charges shown in the grid below.

If You Cancel Your Holiday 

9.1. You, or any named member of your party, may cancel your travel arrangements at any time prior to departure. Written notification by post or email from the ‘lead name’ on the booking must be received at our offices as soon as possible. Since we incur costs in cancelling your travel arrangements, you will be required to pay the applicable cancellation charges (with the exception below). For more information see below.

Please note: If the reason for your cancellation is covered under the terms of your insurance policy, you may be able to reclaim these charges from your insurance company. Your insurance premium is non-refundable by us.

9.2. You can cancel your booking without paying cancellation charges if the performance of your package, or the carriage of passengers to your destination, is significantly affected by unavoidable and extraordinary circumstances. In such circumstances, we will arrange for your booking to be terminated and for you to receive a full refund. We will observe advice provided by the UK Foreign, Commonwealth and Development Office.

Period before departure within which notice of cancellation is receive by us in writing

% of total booking price*

More than 84 days

Loss of deposit

62-83 days

50%

35-61 days

70%

22-34 days

90%

21 days or less

100%

*In some cases, the deposit may be a higher amount to secure your arrangements, this will be non-refundable and the charges will be added to the cancellation charges above. In cases where cancellation charges made by our suppliers are higher than the cost of the deposit, we may pass the charge on to you. Please ask for full details and we will notify you of the specific charges applicable to your booking.

 

9.3. Our cancellation charges are a percentage of the total holiday cost together with the other factors set out in this section. These charges are based on how many days before your departure we receive your cancellation notice and not when your correspondence was sent to us. Please note that any amendment charges are non-refundable. For insurance premiums, you should refer to your insurance provider’s cancellation policy.

Please note: If you have booked a cruise, any cancellation will incur additional cancellation charges including those in line with the relevant cruise line’s charges.

Please note: In the case of cancellation after receipt of documents, no refund will be given unless unused tickets are returned to us.

Please note: If only some members of your party cancel, in addition to incurring the applicable cancellation charges, we will recalculate the holiday cost for the remaining travellers. You may have to pay extra room charges e.g. single room supplements.

9.4. After departure no refund will be made on any part-used components of your holiday (e.g. unused flights, unused car hire or as a result of early check-out). You will be charged 100% of the price of all part-used components. Any voluntary changes made by you when on holiday will incur additional charges.

9.5. All cancellation charges become payable by you immediately upon confirmation of the cancellation.

Please note: Certain arrangements may not be cancelled after they have been confirmed and any cancellation could incur a cancellation charge of up to 100% of that part of the arrangements. Please be aware that in some instances, airline ticketing deadlines may result in higher cancellation charges being applied to your booking. Similarly, hotels may charge a higher cancellation fee and you may therefore be charged a higher amount than detailed above. Amendment and cancellation charges for bookings containing cruising elements will be applied in line with the cruise provider’s own booking conditions. These could be up to 100% of the total holiday cost and may vary between cruise providers. If you have taken advantage of an airline offer and paid a higher deposit, the cancellation charge payable by you will be the higher of this deposit or the appropriate cancellation charge detailed above.

9.6. Changing your holiday due to Covid-19

We will not be responsible for any refunds, compensation, costs, expenses or other losses of any kind incurred by you (including, where applicable, the cost of medical treatment), in the following circumstances: 

a) If you, or anyone in your booking party, test positive for Covid-19 and have to quarantine for a period of time, or are notified or otherwise become aware that you have, or suspect you may have, come into close contact with someone who has tested positive for Covid-19 (or where they otherwise suspect they may have Covid-19) and have to self-isolate for a period of time. 

If this happens within 14 days of your departure date, you must contact us as you may no longer be able to travel. We will offer you the following options where possible and subject to availability: 

   i) Postponing your holiday to a later date. We will notify you of any impact on the price the postponement may have (please note that you may have to pay full cancellation charges on some elements of your holiday, such as the flight, as well any increase in cost imposed by other suppliers);

   ii) If not everyone on the booking is affected, you will have the right to transfer your place on the holiday to another person nominated by you, subject always to the requirements of clause 8.2.

   iii) Cancelling your holiday, in which case our standard cancellation charges will apply as at the date of cancellation by you. You may be able to claim these costs back from your travel insurance provider. 

If this happens whilst you are on your holiday, please notify us without delay and we will provide such reasonable assistance as we can in the circumstances. However, we will not be responsible for covering the cost of any curtailment of your holiday, missed transport arrangements, additional accommodation required, or other associated costs incurred by you. You must ensure you have travel insurance which covers these costs. 

b) You fail any tests, checks or other measures imposed by a supplier, airline, port or airport, border control authority or other government body or local authority or fail to submit for testing or assessment when requested to do so, and as such you are denied entry to board the flight, entry to the destination, access to the services or you are otherwise unable to proceed with the holiday, or that portion of the holiday. 

You are responsible for complying with any official guidance from governments or local authorities, both in the UK and whilst on your holiday. You also acknowledge that the suppliers providing your holiday, including airlines, hotels and excursion providers, will need to comply with national and/or local guidance and requirements relating to Covid-19, and have implemented certain measures as a result. This will likely include specific requirements regarding personal protective equipment, such as use of face-masks by staff (and you may be required to wear a face-mask as well), social distancing, maximum number restrictions on the use of certain facilities, designated alternative entrance and exit routes, mandatory hand sanitisation, limited entertainment options and limited food/drink availability. We do not expect these measures to have a significant impact on your enjoyment of the holiday and all measures will be taken with the purpose of securing your safety and that of those around you.

Please note : that any amendment charges are non-refundable. For insurance premiums, you should refer to your insurance provider's cancellation policy.

Please note : that, in the case of cancellation after receipt of documents, no refund will be given unless unused tickets are returned to us.

Please note : if only some members of your party cancel, in addition to incurring the applicable cancellation charges, we will recalculate the holiday cost for the remaining travellers. You may have to pay the extra room charges such as single room supplements. In cases where cancellation charges made by our suppliers are higher than the cost of the deposit, we may pass the charge on to you. Please ask for full details and we will notify you of the specific charges applicable to your booking.

For more details please refer to our  Bookings Conditions  especially clause 9.1 for cancellation policy.

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