Holidays, travel and refunds during COVID 19: our FAQ

Holidays, travel and refunds during COVID 19: our FAQ

by Martin Newman

Posted on Tuesday 20th July 2021

Updated 05/08/2021

We've been through nearly two stressful years, so it is only right to relax and have some holidays! However, what if not everything goes as planned turning your dream vacation into a nightmare? We've answered those questions for you.

Before we begin, please bear in mind that the information provided can be updated at any time and that it is always important to double-check with the company. Do not forget that you need to follow the Government guidelines of your country as well as your destination country.

Green, amber or red countries – what is required for me to do upon arrival and departure?

Green countries: passengers do not need to quarantine when they return (unless positive to COVID). Pre-departure test required as well as PCR test on return to the UK

Amber countries: travellers need to quarantine for 10 days upon returning to the UK, unless double jabbed. Pre-departure test and two PCR tests on return to the UK are required.

Red countries: Passengers will have to pay for a 10-day stay in a managed quarantine hotel. Pre-departure test and two PCR tests on return to the UK are required.

I’ve been fully vaccinated (also known as “double jabbed”) and have the NHS app to prove it, do I need a PCR test or to quarantine?

From July the 19th 2021, and if you've been fully vaccinated, you will be able to travel to amber-list countries without having to quarantine upon return. Children under 18 will not have to isolate either. There are no changes to red countries and testing is to remain thus far. 

My flight got cancelled but not my accommodation from my holiday package (and vice versa). What do I do?

According to ABTA, you have two options: either have a suitable flight rebooked or you can ask for a full refund.

My flight is still going, but my accommodation has been cancelled. What do I do?

Sadly, if your flight is still going, there is little you can do apart from rebooking at another date. This may have incurring fees depending on which airline you’re using. Make sure to read the terms and conditions.

For package holidays, check if they are ABTA protected. This kind of protection can ensure you get financial compensation or carry on with your holidays as planned as well as make a claim against one of its members.

I’ve been told by the NHS app to self-isolate before my flight, could I get a refund?

Unfortunately, if the flight is going ahead, you are unlikely to receive a refund, even though you cannot go as per government guidelines. However, some holiday companies such as Tui and Jet2 offer a “free rebooking”. This means that the admin fee will be waived, but you will still have to pay the price difference for rebooking.

Double-check what your airline’s rebooking conditions are. You can also find more in this article, including which best insurance to choose.

I want to cancel my flight. Does it mean I’ll have incurring fees?

It depends on the situation (see above) and also on the terms and conditions of the airline. Here’s a list of what airlines provide in terms of cancellation policies

My flight has been cancelled by the airline. I’ve been proposed a voucher instead of a refund. Can I still get a refund?

Yes, it is your right to still ask for a refund, and it is even recommended. You can find more information in this article

I’ve accepted a voucher upon cancellation of my flight. However, I’ve changed my mind and would like a refund. Can I still ask for one?

It depends. If you’ve been misled into accepting the voucher, i.e., the airline told you there was no other choice, then you can dispute this and claim a refund. If the airline still refuses, you can escalate the issue further. This is something we are very much used to daily at Customer Service Action, so feel free to use our services by clicking here. It is free to do so.

My country went from green to amber (or from amber to red) whilst I was on holiday. What should I do?

You’ll need to follow the amber or red country guidelines, which means quarantine upon arrival (for red countries and “amber plus” countries), and further tests to pay. Some airlines may try to fly you home early but, other than that and if you can quarantine once back home, we recommend you stay put. If you cannot quarantine, you’ll likely have to book your own flight home which can become costly.

A member of my party cannot travel with us anymore. What should we do?

It is always best to check the terms and conditions of the airline and then speak to their customer service to see if something can be arranged.

I can’t get a hold of my airline or holiday company. What should I do?

We’re living in unprecedented times, and even though some companies may rely on COVID and lockdown to justify bad customer service, we need to remain aware of the struggle some call centres are facing. If you cannot get a hold of your flight or holiday company, please feel free to submit your issue here. We’re always glad to assist.


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