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Dear Customer,

It has been announced by the UK Government (applicable to England only with devolved administrations in Scotland, Wales and Northern Ireland also implementing recent changes) from 4th October, that the previous “Traffic Light” system will be simplified to a much simpler system. The one defining colour to survive is that of "RED". For countries on the "RED" list please click here https://www.gov.uk/guidance/red-amber-and-green-list-rules-for-entering-england

Please remember that you will still need to check “entry requirements” for the country/countries you are visiting as this is your responsibility and you should regularly check in case of any change. For ease of reference here is the link that will assist you and once you have chosen the country you are visiting please then click on the entry requirements listing www.gov.uk/foreign-travel-advice. It is also imperative that you are aware of return entry requirements to the UK which is available on this link https://www.gov.uk/uk-border-control.



For Countries Listed as RED

If your country IS ON the "RED" list, please note that we have assembled our teams and our first priority is assisting those customers affected whom may be in-resort followed by customers with a forthcoming holiday. Rest assured, we are dealing with bookings in a strict departure date order and we will contact you in order to go through your options. Please further note, there is no need to contact us as our team will not be able to assist you until they have reached your departure date and this will only hinder our attempts in dealing efficiently with all bookings affected. Please do await our call and we thank you in advance for your patience.



For All Other Countries

For all other countries and unless we contact you, please note your holiday will be proceeding as normal however, should you wish to amend your booking details, you may do so by calling us and selecting one of the relevant options presented. A member of our dedicated team will be happy to assist you and where possible amend your booking.



For All New Bookings

For all new bookings, our on-line website is accessible 24hrs a day and our Reservations department remains open 7 days a week for your convenience.



Frequently Asked Questions

Some of the most Frequently Asked Questions from customers are listed below which may help clarify any query you may have:

Q: Are flights still operating as normal from UK airports?
A: Yes, airlines are operating flight schedules (albeit some are slightly reduced or revised) at this current time. If you have made travel arrangements with us, unless we make contact with you, please assume that your arrangements are travelling as planned.

Q: I have a package booking ( Flights and Accommodation ) booked, what are my options?

Option 1 You can decide to travel as planned, ensuring you adhere to the testing, documentation and quarantine requirements (if applicable), both pre departure and post departure.

Option 2 If your flight is still operating but you do not wish to travel, unfortunately you will not be able to claim a refund, however, you will be able to amend your holiday to a later date, flying with your original airline, to any destination that the your airline flies to, with any difference in cost payable by yourself/your travelling party.

Option 3. If the airline has cancelled your flight and we can no longer get you to your destination without a significant change, you will be able to claim a full refund. In line with Government advice, we will initially send you a Refund Credit Note with full details of when and how to apply for your refund.

Q: I have a Hotel Only booking, but the flights I have booked elsewhere/independently are cancelled/affected, can I make changes to my booking?
A: We will approach our suppliers and look to assist with any such changes required however, any difference in cost for the new arrangements must be paid for by yourself and your travelling party. We confirm, under the circumstances, we will not charge any of our own administration fees. Alternatively and on your request, we will cancel your accommodation and transfer arrangement (where applicable) and issue you with a cancellation invoice in order that you may make a claim through your Travel Insurance provider should your policy include such cover

Q: The balance is due on my arrangements, but I am unsure if they will be affected, what should I do?
Unless we have informed you that your arrangements are impacted, your balance remains payable as per the Terms and Conditions of your booking and you should continue to pay your balance within the normal time frame in order to avoid any unnecessary cancellation charges being levied and in order that we may in turn pay our suppliers in a timely manner for your chosen arrangement’s.

Q: What if I test positive for COVID-19 prior to my departure?
A: As with any medical matter, this would usually be something for you to discuss with your Travel Insurers, however, as per the above, we would always look to assist with any changes/amendments to your arrangements should you need to do this.

Q: Where can I find your booking conditions?
A: Our booking conditions can be found at https://www.holidaygems.co.uk/terms

Q: What is the latest FCO advice for my destination and what are the specific entry requirements, if any, for my destination?
A: The latest information on any destination can be found at www.gov.uk/foreign-travel-advice

Q: Are there any other Frequently Asked Questions I can look at?
A: Yes, simply click this link for other Frequently Asked Questions https://www.holidaygems.co.uk/faq.

Q: Do you have any other helpful links?
A: Yes, you may find these links helpful.



Finally, thank you for your understanding and patience at this time. We have dealt with affected bookings since March 2020 and continue to work diligently and in a strict departure date order, to ensure ALL our customers are dealt with efficiently and fairly.

Stay safe, and remember, don’t call us, we will call you if your booking is affected.

HolidayGems.co.uk