Important travel information and
recent travel & tourism updates

IMPORTANT PLEASE READ - coronavirus (COVID-19): Updated 26 Mar 20 at 15:39

With the latest news from the FCO advising against all but essential international travel, please check this page regularly for updates.

With the latest news from the FCO advising against all but essential international travel, please check this page regularly for updates.

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 Netflights 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 Netflights 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 from 18th March 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 are now cancelling outbound flight-only bookings on a rolling-per day basis and will be contacting customers in due course to explain their options. Please note, this does not include those customers currently overseas who need to get back to the UK, or who are trying to return home from the UK to their country of residence.

  • If you have a flight-only booking due to depart up to and including 30th April 2020, and wish to AMEND please email us on [email protected]
  • If you have a flight-only booking due to depart up to and including 30th April 2020, and wish to CANCEL/has been CANCELLED please email us on [email protected]

If you wish to cancel your flight-only booking 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. We will work through all requests in date of departure order, please note this may take several weeks due to the high demand.

To help us locate your booking, please include your departure date, booking reference/invoice number and airline in the subject line, and the following in your message:

  • Lead passenger name
  • Departure date
  • Invoice number/booking reference
  • Airline
  • Route
  • Whether you wish to cancel or amend your booking

If you have a flight-only booking and are due to travel on or after the 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 between 18th March 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:

  • The full value of the original booking will be held against your booking reference number.
  • If we have only received part payment on the original booking then we will only credit the amount received to date.
  • Any amendment fees on the original booking will not be included in the credit held.
  • The new booking can be made immediately up until 30 September 2020.
  • The new booking can depart anytime between 01 July 2020 and 31 March 2021, some airlines have extended travel for departures after this date*.
  • The new booking must include flights with the original airline, however a new destination may be permitted*.
  • In most cases suppliers will not allow passengers changes, therefore all passengers noted on the original booking must travel on the new booking.
  • If the new booking is of a higher value than the original, all additional costs must be paid.
  • 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 30th April 2020, normal Terms & Conditions currently apply. If you wish to discuss alternative dates / destinations please email us on [email protected] and one of our team will contact you. Please include your departure date and invoice number in the subject header. If you wish cancel, please email us on [email protected], advising invoice number and departure date.

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 and require urgent assistance to get home, please follow this advice:

  • In the first instance, please try to contact your airline (see airline links below). In this unprecedented situation, airlines are each taking an individual approach so it’s best to go direct and see how they can provide immediate help.
  • Check the airline’s website. We are finding that we are not always being given immediate visibility of some airline’s repatriation flight plans, and details may first be available online.
  • Please ensure you have added your correct and current mobile phone information to the ‘Manage My Booking’ section of your airline’s website so they can contact you directly if they need to.
  • If you still need assistance our helpline line is open and taking calls – please call 01772 391 198 (please note, we are receiving a high volume of calls and wait times could be substantial).
  • It may also be necessary for you to contact the British Embassy, High Commission or Consulate in the area you are in. Please click here for all the local contact details: https://www.gov.uk/world/embassies

We understand this is a difficult situation and we are doing our best to assist as much as possible. Thank you for your continued patience.

For generic questions regarding your trip please look at our coronavirus FAQs.

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

Summary of latest FCO advice

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

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