COVID-19: Please click here for latest updates, including airline refund policies

Coronavirus cancellation information

If your trip was cancelled by an airline due to Coronavirus, please see
the following information regarding cancellation, refund policies and processing times

Flight only refunds

As a booking agent for the airlines, your money is sent to the airline after you book. When you request a refund we then need to await the return of monies from the airline before the funds can be returned to you.

  • As your airline ticketing agent, we passed the monies you paid us to the airline as soon as your flight was ticketed.
  • Refunds due on any flight only bookings are dependent on the airlines’ own refund policy.
  • Please ensure you have completed this cancellation form for us to respond to you.
  • If we have received the refund from the airline we aim to refund the monies to the original form of payment shortly afterwards. Please understand that some airlines are taking many months to process refunds, but this does vary by airline. We cannot pass the refund to you until we have it from the airline.
  • To view individual airline refund policies and the approximate time it is taking to process, please see 'Airline policies' below.

If you are due to travel in July, August or beyond, please do not contact us yet as we are prioritising customers with imminent travel dates.

Virgin Atlantic refund update

We fully understand the frustrations on how long your refund with Virgin Atlantic is taking and we can assure you we are doing everything to speed this up on your behalf.

Unfortunately Virgin Atlantic are taking a considerable amount of time to process refunds and we still do not have a confirmed timescale as to when these will be refunded back to us. As your airline ticketing agent, we have been continuously liaising with Virgin Atlantic in order to speed up the refund process. We can assure you that as soon as we receive the funds back we aim to process back to your original form of payment within 7 days.

You may have seen feedback from customers who were due to travel after March, stating that they have now received a refund, which is due to the fact that some airlines are attending to refunds quicker.

We appreciate that this is an unsettling time, but please be assured we are doing everything we can to speed up your refund as fast as we can. As soon as we get information from Virgin Atlantic and we know more, we will be in touch.

Package holidays, accommodation only and car hire refunds

      • Refunds due on any bookings due to depart prior to 16 March 2020 will be prioritised
      • Refunds due on any bookings due to depart on or after the 16 March 2020 will be processed on a rolling weekly basis in departure date order, as follows:
If you were due to depart before the end of Your refund will be processed from
Week ending 10 May 2020 Week commencing 22 June 2020
Week ending 17 May 2020 Week commencing 29 June 2020
Week ending 24 May 2020 Week commencing 06 July 2020
Week ending 31 May 2020 Week commencing 13 July 2020
Week ending 07 June 2020 Week commencing 20 July 2020
Week ending 14 June 2020 Week commencing 27 July 2020
Week ending 21 June 2020 Week commencing 03 August 2020
Continue on a rolling basis Continue on a rolling basis
(This table applies to package, accommodation and car hire refunds only)

Airline policies

A summary of the cancellation/refund policies of our major airline partners

Click here to complete the Amendment/cancellation enquiry form

For questions relating to amendments/cancellations/refunds please look at our coronavirus FAQs.

Please see full travel advice from The Foreign and Commonwealth Office (FCO) here.

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