Covid FAQs

Planning for your holiday FAQs

What happens if my chosen hotel is unavailable?

It is our responsibility to make sure that your holiday goes to plan, and that you and your fellow holidaymakers are looked after for the duration of your stay. Therefore, if – for any reason – your chosen hotel is unavailable, we will look to find you a suitable alternative, to the same or better standard and we will be in touch if this is the case.

What happens if my hotel is closed?

Where flights continue to operate, these are non-refundable. To protect package organisers and customers then where hotels are closed, package organisers are obliged to provide suitable alternative accommodation. A suitable alternative is deemed to be of the same or higher star rating (and quality), the same board basis and a similar location.

The relevant clause in the Package Travel Directive is as follows: Where, following commencement of the package, significant proportions of the package cannot be performed, alternatives offered should be at no extra cost and should, where possible, be of equivalent or higher quality than those specified in the original contract. If the organiser is constrained to propose alternative arrangements of a lower quality, the organiser must grant an appropriate price reduction. Travellers may choose to reject alternative arrangements only if they are not comparable with those originally agreed, or the price reduction offered is inadequate.

A change of hotel is not a major change that triggers the cancellation of the package and so where hotels are closed but flights are operating, suitable alternatives are being booked for all guests for the duration of their stay. Our operations team continues to deal with these in departure date order to ensure that all guests have suitable accommodation for their stay.

What new health and safety measures are airports and airlines implementing?

From the moment you arrive at the airport, your wellbeing comes first. New measures have been introduced, such as readily available hand sanitiser stations throughout airports, and all planes will be disinfected thoroughly between each flight. At some airports you can even pre-book security slots to avoid the queues.

Holidaymakers will be expected to wear masks and all boarding passes must be presented on a mobile device, rather than a print-out. Additional checks may be in place, so giver yourself plenty of time to get through the airport. It’s important that you check the websites of both your airline and departure airport for the most up-to-date information on this before you travel.

What can I do to protect myself while I'm away?

The health and safety of our customers is our number one priority. The best way to protect yourself while you enjoy your holiday is to continue to follow advice from the World Health Organisation and the Foreign, Commonwealth and Development Office.

What happens if I catch the virus on holiday?

If you or a member of your party tests positive for COVID-19 before you are due to return to the UK, please contact your insurance provider immediately. If you have an On the Beach travel insurance policy please see our dedicated FAQs page for a complete breakdown of your coverage.

Additionally, we ask that you always comply with instructions given to you by the local health authorities. For the latest advice please visit the FCDO website.

What happens if there is an outbreak whilst I am away?

You can find up to date information on the FCDO website.

I have transfers arranged whilst on holiday - what safety measures will be put in place?

Our transfers partner has put together this useful guide highlighting the precautions and safety measures that they are taking to ensure your wellbeing whilst abroad.