Last updated: May 28th, 2020
We are closely monitoring the ongoing Covid-19 (Coronavirus) situation and our action on your booking will depend on the airline you are due to travel with.
| Airline | Booking dates cancelled (up to and including) | Airline | Booking dates cancelled (up to and including) | Ryanair | 20th June | Virgin | 7th June | Easyjet | 11th June | Trav2 | 18th June | Jet2 | 30th June | Aerlingus | 10th June | Tui | 30th June | Air Malta | 2nd June | Norwegian | 30th June | Balkan | 30th June | Vueling | 20th June | Freebird | 30th June | GoldMedal | 31st May | Nouvelair | 30th June | British Airways | 2nd June (30th June for flights from London Gatwick) | Pegasus | 11th June | Emirates | 31st May |
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- If you have a holiday due to depart on or before this date then this has been cancelled.
- We have postponed payments on all bookings due to depart up to the 20th June. If you have a balance due on or before this date then you do not need to do anything, the payment will not be taken.
- We are contacting customers regarding next steps and appreciate your patience at this time.
We appreciate you may have some further concerns about your holiday and have laid out some FAQs below.
The latest update from my airline doesn’t match the information on your website – which is correct?
We are aware of a number of statements from airlines relating to flight cancellations due to Covid-19. Due to the pace and frequency at which updates are being released, the information on our website may not always be accurate to the minute.
If your airline has stated that they will not be operating any flights on the dates that you are due to travel then we can confirm that your holiday will be cancelled and we will be in touch to discuss next steps.
Refunds
Why are refunds taking so long to process?
The refund for the flight element of your booking is being managed by your airline. Please be assured that we are putting pressure on them to process all refunds owed as quickly as possible and that we will pass these over to you as soon as they are available.
Ryanair have estimated that they will get through the refunds as below
- March bookings - 1-2 months
- April bookings - 2-3 months
- May bookings - 3-6 months
Why have I not received my refund in full?
Your refund will be completed in two stages:
- We will first be returning any monies paid towards the cost of your hotel and transfer. This refund will be paid in cash and will be credited to the payment card used at the time of booking.
- Your flight costs will be refunded once we have received these from your airline. We are in contact with your airline to confirm that these also will be paid in cash. We are unable to commit to any time frame for this element of your refund as this is down to your airline themselves, however please be assured that we will pass this over to you as soon as we receive it.
How long will refunds take?
As we are working through an unprecedented number of bookings, we ask that you be patient with us during this time and we will issue your refund as soon as possible.
Why do I not have a pending refund in 'My Bookings'?
If you do not have a pending refund showing on your 'My Bookings' page this is because we have not yet received your refund from the airline.
Will I receive my refund in cash?
We understand that there is some confusion in the travel industry relating to whether refunds will be paid in cash or rather in the form of a holiday voucher. Our customers are incredibly important to us and therefore, where we are able, it will always be our intention to offer refunds full in cash.
How can I claim a refund for any extra costs associated with my flight?
If you have paid your airline for any extras (for example priority boarding or additional luggage) then these will have been paid using your own payment card and the cost should have been refunded directly to you. If you have not yet received a refund for these extra costs then you will need to speak to your airline.
It seems very unlikely that my flight will go ahead. Why haven’t you cancelled my holiday?
Currently your airline has only cancelled flights up to the date listed above. Until the information we have changes we are unable to confirm that your flight will not be going ahead and would therefore be unable to claim a refund for the flight portion of your holiday. If the information changes we will be in touch immediately.
My departure date is not mentioned above - do I still need to make my next instalment payment?
You should ensure you keep up with instalment payments as per the original booking terms and conditions. Failure to keep up with payments may result in the holiday being cancelled and subject to cancellation fees. Where we cancel your holiday in these circumstances, you will not have ATOL protection, nor will your holiday be covered under the Package Travel Regulations. If the information from the airlines then later changes and your flight is cancelled you will not be entitled to a refund as we will have already cancelled your holiday.
I am due to travel from July onwards - will my holiday go ahead?
We are closely monitoring the ever-evolving situation. Whilst there is much discussion and speculation in the media around when travel will be able to take place again, we are unable to cancel bookings until we have more guidance from the Foreign & Commonwealth Office (FCO) or the airlines make any changes for further dates.
If any information changes and your booking is affected we will be in touch immediately.
Why can’t I contact you by phone?
We have been experiencing unprecedented call volumes, resulting in long waits and making it difficult for us to respond to the most urgent of queries. Our customers remain our number one priority and, to be able to respond to everyone as quickly and efficiently as possible, we have temporarily funnelled all customers through a single means of communication.
Please be assured that we are working through the most time-sensitive bookings as a priority and that we will contact you as soon as we are able.
Payments/Cancellations
My holiday has been cancelled – why does it still show as ‘confirmed’?
We are working through a considerable number of bookings and, as such, our online system may be slightly delayed in reflecting the status of your booking. If you have received an email from us confirming that your holiday has been cancelled, then no further action is required and this will show on our system shortly.
My flights have not been cancelled by my airline however I wish to cancel my holiday. How much will this cost me?
Cancellation costs will vary depending on when you are due to travel and the type of holiday purchased. For full cancellation costs please log into the 'My Bookings' section of our website where you can see a full breakdown of costs and – if you wish to cancel – submit a cancellation request.
I am unable to maintain payments due to redundancy or my wages being reduced. Can we delay payments?
When you log into the 'My Bookings' section of our website, there is an option to change the date of your next instalment payment. If you are unable to make a payment, as per the original booking terms and conditions, you will need to send us a message through ‘My Bookings’.
Can I remove individuals from the booking, rather than cancel entirely?
You can make changes to your booking by logging into the 'My Bookings' section of our website. Please be aware that amendment charges will apply as per the original booking terms and conditions.
Customer protection
Will my insurance policy cover me if my holiday is cancelled?
We would recommend checking your individual travel insurance policy.
If you have an On the Beach travel insurance policy please see our dedicated FAQs page for a complete breakdown of your coverage.
Do I need to take insurance out?
It's always extremely important to take out travel insurance whenever you plan to travel. In regards to Coronavirus, you should refer to the individual policy of insurers to check if you're covered.
If you have an On the Beach travel insurance policy please see our dedicated FAQs page for a complete breakdown of your coverage.
Am I covered by ATOL?
If you have booked a flight-inclusive package holiday, you are financially covered by ATOL.
If I am in a high risk group and have been advised to self-isolate for 12 weeks, but am due to travel before then, what do I do?
If a medical professional has advised against traveling, we would recommend that you contact your travel insurer. If you have an On the Beach travel insurance policy, a full breakdown of your coverage can be found here.
Other
What happens if I catch the virus on holiday?
In the event that you do feel unwell whilst abroad, we ask that you comply with instructions given by the health authorities. For the latest advice please visit the FCO website.
What happens if we are quarantined when we are on holiday?
You can find up to date information on the FCO website.
What happens if there is an outbreak whilst I am away?
You can find up to date information on the FCO website.
I need to get in touch regarding my holiday.
If you need to contact us relating to Covid-19 (Coronavirus) you need to log into the 'My Bookings' section of our website. Please be aware that we are dealing with an unprecedented volume of messages at the moment and that we will respond to you as soon as we are able.