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IMPORTANT PLEASE READ – COVID-19 (coronavirus) update: 30 March 2020 17:00

The COVID-19 (coronavirus) outbreak has created an unprecedented and challenging situation, and many of you are anxious about what it means for the flights and holidays you have booked with us.

At Travelbag we’re doing everything we can to help you, and are working with our suppliers to answer the many questions and enquiries you have been sending us. We wish to reassure you that, while we know these are difficult circumstances and we appreciate your patience, the full resources of dnata Travel Group – a worldwide family of well-established travel businesses of which Travelbag is a part – are focused on helping you. And, thanks to our ABTA membership and ATOL bonding, your money is safe.

In light of the Foreign & Commonwealth Office decision to implement exceptional advice against all but essential travel worldwide for a 30 day period, we are taking steps to protect both our customers and our business in a sustainable way. We are therefore applying the following policies for customers due to travel up to and including 30th April 2020. Please read them carefully.

If you are due to travel during that period, please do not call us. Our team will be in contact to discuss your options. There is a very large number of enquiries for us to get through, so please be aware it will take time. You are not being ignored, and we thank you for your patience and understanding.

Flight-only bookings:

We will now be cancelling all flight-only bookings due to depart  the UK between the 1st – 30th April 2020. 

We will endeavour to seek a refund from our airline partners on your behalf. Once we have more information from the airline we will be in touch to confirm the next steps. This may be several weeks due to the high demand.

If you have a flight-only booking and are due to travel on or after 1st May 2020, normal Terms & Conditions currently apply.

Package (flight + hotel) bookings:

We are withdrawing all package holidays bookings (flight + hotel booked on the same day) due for travel up to and including 30th April 2020.

As a valued customer we appreciate your continued support and would encourage a future booking. We will therefore automatically issue customers holding an affected booking with a credit note.

Credit note terms and conditions

  1. The full value of the original booking will be held against your booking reference number.
  2. If we have only received part payment on the original booking then we will only credit the amount received to date.
  3. Any amendment fees on the original booking will not be included in the credit held.
  4. The new booking can be made immediately up until 30 September 2020.
  5. The new booking can depart anytime between 01 July 2020 and 31 March 2021, some airlines have extended travel for departures after this date*.
  6. The new booking must include flights with the original airline, however a new destination may be permitted*.
  7. In most cases suppliers will not allow passengers changes, therefore all passengers noted on the original booking must travel on the new booking.
  8. If the new booking is of a higher value than the original, all additional costs must be paid.
  9. If the new booking is of a lower value than the original no cash refund will be due however we will issue a further credit note.

*Subject to supplier. Our call centre can provide further details on request.

If this option isn’t suitable for you, we will endeavour to seek a refund from our suppliers on your behalf. Details of how to claim a refund will be contained in the email we send when we issue your credit note.

If you have a package booking and are due to travel on or after the 1st May 2020, normal Terms & Conditions currently apply. If you wish to discuss alternative dates / destinations please fill out our Amendment Request Form here and one of our team will contact you. Please include your departure date and invoice number in the subject header.

We will work through all requests in date of departure order. Please note this may take several weeks due to the high demand. 

Accommodation-only bookings:

We understand you will almost certainly be unable to travel to your chosen destination and therefore use your accommodation stay. We are therefore withdrawing all accommodation-only bookings due to travel up to and including 30th April 2020. 

As we are acting as an agent we will endeavour to seek a refund from the accommodation supplier on your behalf. Once we have more information from the supplier we will be in touch to confirm the next steps.

Customers already on holiday / overseas:

If you are already on holiday we strongly urge you to contact your airline in the first instance for guidance about what you need to do next, and to understand your airline’s plans to get you home. A list of the airline websites is available below. Due to the fast-moving nature of this event airlines will be announcing their individual response to the crisis and repatriation efforts.

The airline may also be trying to contact you using the information given to them at the time of booking. It is critical that you make sure your contact details are up-to-date and entered into the ‘Manage My Booking’ section of your airline's website.

You can email us [email protected]

Our teams in resort will also be trying to reach you at your hotel or on the contact number you provided in your booking.

As we are sure you will appreciate, our teams are working non-stop to try and help all our customers. Many are also having to respond to personal or family challenges relating to COVID-19 so we please ask that you understand the challenging environment we are all working in.

As always we are extremely grateful for your patience.

The TRAVELBAG team

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