Coronavirus 

We’d like to reassure you that we are closely monitoring the situation regarding Coronavirus (COVID-19), and work closely with our suppliers to follow the advice of that from the government and Foreign and Commonwealth Office (FCO).

The safety of our travellers and staff is our highest priority and we understand that you may have some questions about your upcoming travel plans.

We want to ensure you have peace of mind at this time and reassure you that we are working hard to ensure we are helping all our customers, particularly those who are currently on holiday.

We understand the coronavirus has been very sudden and very concerning for all of us. Currently our primary role is to advise, support and assist our travellers as much as we can to make sure you are all kept up to date with the latest developments and information.

We are a responsible travel company and are supporting our family of travel consultants in every way we can, as well as all our customers. We are following the government’s advice and that advice is based on scientific fact.

We urge people to follow advice being given on where to travel to and where not to travel to, and to take reasonable precautions.

At the moment we are focusing on helping our travellers and giving them the best support and advice that we can and are working round the clock to ensure this is fulfilled.

We urge travellers to not cancel their holidays yet as they may not be covered by insurance. Follow the advice of the government. If you have any concerns, please do get in touch.

In response to COVID-19, the FCO is advising against all and all but essential travel to some countries, cities and regions. You must check the travel advice to the country you are travelling to.

The Foreign & Commonwealth Office (FCO) now advises British people against all non-essential travel worldwide. This advice takes effect immediately and applies initially for a period of 30 days.

For the latest updates, please click here.

Stay at home

• Only go outside for food, health reasons or work (but only if you cannot work from home)
• If you go out, stay 2 metres (6ft) away from other people at all times
• Wash your hands as soon as you get home
• Do not meet others, even friends or family.

If you have already booked through or know of one of our amazing Travel Consultants, then please do get in touch. You can also find your local Personal Travel Consultant here.

Alternatively, we are available to reach at Head Office. Please do bear in mind we are experiencing a high volume of calls and wait times may be longer than usual. You can contact us on 01202 978 219.

What happens if I am in resort and the hotel goes into quarantine – am I covered?

If you have purchased insurance with Not Just Travel, you can source the information on what you are covered for by clicking this link. If you haven’t, please contact your insurance provider.

Is my booking covered under the ATOL scheme?

The ATOL scheme only covers supplier failure, at the time of printing it will not cover and provide protection where the Coronavirus is concerned. If your booking is cancelled due to FCO or other government advice, you will be offered an alternative or a refund where an alternative is not available.

I don’t want to go – what are my options?

You are free to choose to go on holiday or not. We do not recommend cancelling your holiday to a country the government hasn’t advised you can not travel to. You will not be eligible for a refund and you run the risk of paying more for cancellation fees if you do. If the country you are travelling to is one where you should not go to as advised by the FCO, then you will be eligible for an alternative holiday or a refund.

I have a chronic illness – what are my options?

If you are concerned, you must seek medical advice from your GP, or medical professional, and they will need to provide a note stating you are not for travel. You must also check with your insurance provider before you take further action in cancelling your holiday. You will also need to make sure you have declared your medical situation at the time of purchase.

I want to cancel my holiday

IF you wish to cancel your holiday that is not a destination that is not restricted by the FCO, you may be liable for cancellation charges, loss of deposit and no refund. Please refer to your T&C’s.

I want to change my holiday destination

Each supplier is different, however, the riles of terms and conditions may apply. If you are changing your destination that is not on the restricted country list, you may incur charges from the supplier. Please ask your Personal Travel Consultant for more details.

Is my booking covered by ABTA?

No, ABTA only provides protection in the event of supplier failure. ABTA is a governing body for Tour Operators, and Travel Agents and act as a liaison for customers between these services. ABTA provides assurance to customers that a member of ABTA will be under strict regulations, for example, health and safety, giving peace of mind and assurance in this and other areas. For more information on what assistance they provide in this situation, visit here.

I’m travelling to a country that requires me to self isolate when I arrive, what does this mean?

A lot of countries are imposing different regulations, and this can make it more difficult to understand. If a country’s government has made this announcement, it is understood that this is the best way to contain and delay the virus from spreading. Nevertheless, if the FCO has not advised against travel to the country in question, your customer is not eligible to cancel at a full refund.

I am due a refund – what is the process?

Refunds are processed in the usual way. Please bear in mind we are experiencing a higher number of refunds. You can expect to receive your refund in at least 7 days.

If you have paid via bank transfer, this may take longer and can mean up to 28 days. The banking team are experiencing a high number to process.

For further updates or information please refer to the following links: 

• The World Health Organisation
• BBC News 
• Sky News 
• Gov website
• NHS
• CAA