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Sales Team
Monday-Thursday
Friday
Saturday
Sunday
Bank Holiday
09.00 to 21.00 hrs
09.00 to 20:30 hrs
09.00 to 17.30 hrs
10.00 to 18:00 hrs
10.00 to 18.00 hrs
Call:
Customer Service
Monday-Thursday
Friday
Saturday
Sunday
Bank Holiday
09.00 to 17.00 hrs
09.00 to 17.00 hrs
Closed
Closed
Closed
Call: 0330 124 0424

Coronavirus (Covid19) update

Latest Foreign and Commonwealth Office (FCO) advice changed on the 4th July 2020 at which time advice against travel to a number of countries changed and are now deemed safe. The latest update on that advice may be viewed by clicking HERE

Those latest safe and exempted countries may be viewed by clicking HERE Please note, FCO advice changes frequently and you should check these pages regularly.

For your peace of mind we would like to confirm: YOUR HOLIDAY ARRANGEMENTS ARE FULLY PROTECTED AND ALL MONIES PAID TO US ARE SAFE AND SECURE.

Should we have found it necessary to cancel your arrangements we will have contacted you and rest assured that we are constantly assessing and reacting to the tide of ever changing news. In summary, should anything change which may affect your booking, WE WILL CONTACT YOU and we sincerely apologise for any delay or frustration you may/have experienced. We are dealing with any affected bookings in departure date order and we ask for your understanding and patience as we undertake this process.


If Your Holiday is Cancelled:

We will contact and advise you. We will do our utmost to transfer arrangements for you however, should this not be possible, we will advise of next steps in which a Refund Credit Note will be issued to you. This details the full value of monies paid for your holiday arrangements which you may redeem on a future booking either now or at some point in the future. The Refund Credit Note will be issued to you by email and may be redeemed online via our website. It will also contain full details of easy steps to follow. We do understand that some customers may prefer a refund and details of what to do to request this are detailed on the Refund Credit Note. Once again, please accept our sincere apologies for this unavoidable inconvenience and thank you for your continued support during this period.


If Your Accommodation Only (Single Component Arrangement) Booking is Cancelled:

We will contact and advise you . We will do our utmost to arrange alternative and comparable accommodation for you however, should this not be possible, we will advise of next steps in which a Refund Credit Note will be issued to you. This details the full value of monies paid for your holiday arrangements which you may redeem on a future booking either now or at some point in the future. The Credit Note will be issued to you by email and may be redeemed online via our website. It will also contain full details of easy steps to follow. We do understand that some customers may prefer a refund and details of what to do to request this are detailed on the Refund Credit Note.

For customers who were unable to reach their booked accommodation due to having your flights cancelled, we would like to refer you to your Travel Insurance provider to organise a claim for the monies paid. We will of course be happy to support any claim with a cancellation invoice.


Amending Unaffected Future Bookings:

If you have a future booking with us and wish to transfer or amend your arrangements please email us at customerservices@holidaygems.co.uk and we will contact you. Please allow 5 working days for us to respond as we are experiencing unprecedented demand. Whilst we will not charge you our regular amendment fees you will need to pay any differences which are levied by our airline, accommodation & transfer providers.


General Information:

1. What is Holiday Gems’s position on coronavirus?

Our advice is guided by the Foreign and Commonwealth Office (FCO) who’s experts deliver up to date and factual intelligence concerning on-going situations such as the Coronavirus. Two useful links are : FCO website and travel advice from the National Travel Health Network and Centre TravelHealthPro website.

Unless the FCO has advised against travel to your destination, your holiday will go ahead as planned. As such, our terms and conditions will apply, meaning if you choose to cancel your holiday, cancellation charges will apply


2. In Resort Entry Requirements (Visas/ Operations)

Many countries around the world are changing their visa/entry requirements for British nationals and we strongly advise that you check entry requirements for the destination you are visiting to understand if there are any specific restrictions in place. Foreign and Commonwealth Office website


3. What if my holiday is affected by Coronavirus?

If the FCO advises against travelling to a country or region and this affects your holiday, then we will contact you to discuss your options.


4. Do I need to continue to make payment and pay my balance?

Your holiday is currently going ahead as planned unless we advise otherwise and you are required to ensure your balance is made in line with our terms and conditions. Your payment should be made online by clicking the following link.