Banner
Decoration

Coronavirus (COVID-19)

Our response

Coronavirus (COVID-19) Our response

Coronavirus - COVID-19

Important Notice

The FCO has currently advised against ALL but essential travel to ALL countries for a period of 30 days from 17th March 2020 up to and including 15th April 2020.

Our response

Any client with a holiday booked to travel on or before 15th April 2020 will be able to amend their holiday departure date or cancel. If cancelling, then a claim should be made under the insurance policy.

I am due to travel on or before 15th April 2020 - what happens now?

Our approach is as follows: 

1. If you are currently in the destination you will be advised of any changes to your arrangements, including your return flight, as soon as operationally possible. This is subject to airline schedules and availability.

2. If you are due to travel imminently (this is classed as a departure from the UK within the next 7 days from the date you are reading this notice), we will contact you to discuss the alternative options available to you. This will include changing the date of your trip, or the option to cancel.

-       If you choose to change the date of your holiday:  In this situation, depending on the cost of the new arrangements, we may need to adjust the cost of your trip to reflect the new dates e.g. a different season. Please rest assured that we are working with our suppliers to be as flexible as possible during this time. No amendment fees will be charged by us to make the changes.

-       Cancellation: Any decision to cancel would normally be in line with our terms and booking conditions. Charges at this stage are 100%. Following the FCO 30 day advice against travel, your client should contact their insurance company. We will arrange cancellation invoices and any other relevant documentation required by the insurers.

When will I be contacted about my booking?

We are currently contacting any agents and customers who have bookings with us and are due to travel in the next 7 days and will be talking through options for their holiday, including changing the dates or cancelling.   

Please note that we are prioritising clients who are travelling in the week current week only due to the airlines working on a 24-hour rolling basis in dealing with bookings.

As the current situation is very fluid, if you are travelling from 16th April 2020 onwards, we’ll be in touch in due course to discuss the latest situation and options available to your clients. 

What happens about a holiday booked with a departure date from 16th April 2020? 

We understand people may be worried about their holiday even though the FCO does not yet specifically advise against travel after the 15th April 2020. We are doing all we can to be flexible, so we advise the following:

1.   Change the dates of your holiday: If your client is travelling from 16th April 2020 and before 10th May 2020 we recommend you to speak to us or to arrange to change the date of the holiday to a later date. In this situation, depending on the cost of the new arrangements, we may need to adjust the cost of your trip to reflect the new dates. Please rest assured that we are working with our suppliers to be as flexible as possible during this time. No amendment fees will be charged by us in making any changes.

-       Cancellation: Any decision to cancel would normally be in line with our booking terms and conditions. We recommend your client to contact their insurance company to make a claim to cover the costs. We will produce cancellation invoices and any other relevant documentation required by their insurance company. If an insurance company does not cover these costs, please speak to us.


Other questions you may have:

I was due to take a cruise or attend an event as part of my holiday which has now been cancelled. I had booked this independently, where do I stand?

We are sympathetic and fully understanding of the situation and we will work with our suppliers and advise you as soon as we are able with regards to the position.

If I cannot follow my initial travel plans due to the Coronavirus outbreak, am I entitled to compensation?

You won’t be entitled to any compensation, as the reason for the holiday not continuing is outside the control of Knighton Reeve.

I’m unsure about going on my holiday, what are my options?

If there is no FCO advisory notice and you decide to cancel then our booking terms & conditions apply. It is highly unlikely that you will be able to claim any cancellation charge on your insurance as there is rarely standard cover for disinclination to travel but we recommend you check the terms of your policy.

I have a pre-existing medical condition and do not want to travel – can I get a refund if I cancel my holiday?

As with the above advice, you are free to make the choice not to travel, but if the FCO is not advising against travel to your destination at the time of travel then there is no obligation for us to offer a refund. Our normal cancellation charges as shown in our booking terms & conditions will apply. The insurance company should be contacted for further advice.

If a medical professional has advised against travel, and provided an official document to confirm this, then your client will need to check the terms of their travel insurance policy.

Ongoing situation 

We are continuing to monitor the situation closely and comply with the advice received from the relevant official organisations and will update and amend our response and actions on an ongoing basis.   

Thank you for your patience and support, in these unprecedented times.

Knighton Reeve 19th March 2pm

Back to Blog
Close

Rather than take online bookings, we prefer to talk through your requirements before we start to create your holiday . Contact us – or speak to your travel agent to discuss your ideas in more depth.