CORONAVIRUS (COVID-19) – NEW UPDATE!

Coronavirus (COVID 19) Update – 10th April 2020

At Ionian & Aegean Island Holidays, we know how important your holidays are to you and we want to ensure that you feel safe in the knowledge that your holidays are important to us too.  For that reason, amidst the ever changing news and updates regarding the Coronavirus (COVID-19), we would like to assure you, whether a package holiday already booked or one that you are planning, since the news of the outbreak, will either go ahead safely or you will receive a choice of alternative options.

This is in line with the Package Travel Regulations, and advice given to customers by ABTA. https://www.abta.com/news/coronavirus-outbreak
All Ionian & Aegean Island Holiday package holidays (flight inclusive) are protected by ATOL, which means in the event you are not able to travel due to COVID-19 related travel
restrictions; your holiday is protected.

Important information for our customers

We at Ionian & Aegean Island Holidays are constantly monitoring the situation, consulting
industry experts, government bodies and our Destination on Experts on the ground to ensure that we are at the forefront of all and any travel developments and will continue to do so up to the date of and during your holiday with us.

Exceptional travel advisory notice

The Foreign & Commonwealth Office (FCO) advises British people against all non-essential travel worldwide. The COVID-19 pandemic has led to unprecedented international border closures and other restrictions.

All Ionian & Aegean Island Holidays, regardless of when booked, will continue to operate as normal unless the advice from the British Foreign and Commonwealth office (FCO) for the region or country that your holiday is in changes to ‘advise against travel’ or ‘advise against all but essential travel.’ You can see all up to date FCO travel advice https://www.gov.uk/foreigntravel-advice.

Contacting Our Customers

We’re contacting all affected customers about their options, including how to amend
bookings to a later date, so if you were due to travel within the next 28 days we’ll be in touch.  We understand just how much a well-deserved getaway means to you and how much it gives you something to look forward to, particularly during difficult times such as these.

Our phone lines are continuing to operate; however, all our staff are now working from
remote locations and the number of calls we’re currently receiving is unprecedented and
more than we can handle. Therefore, we’re proactively contacting all affected customers in
departure date order, which we think is the fairest way. Please be patient with us as we do
this and remember that we will get in touch.

The Coronavirus (COVID-19) pandemic has resulted in everyone having to deal with difficulties
and restrictions which has affected our business and colleagues too. Please do bear with us
and thank you in advance for your loyalty, understanding and patience.

Questions & Answers

We understand that you may have questions about your upcoming holiday with us:

Q. I am due to travel within the next 28 days and the FCO is advising against ”all but essential travel”, what should I do?

A. If the advice changes to ‘advise against travel’ or ‘advise against all but essential travel’,
before your intended departure date and you have booked a package with us, a member of
our Specialist Team will make an initial contact with you, at least 28 days before you are due to travel and advise you of the alternative options are available.

We are currently offering the following options-:

• Change the same holiday for the same dates in 2021 at no additional cost.
• If you want to continue travelling but on a different date or destination, Ionian &
Aegean Island Holidays will do everything possible to help provide you with all the
new options. However, if the total of your new holiday is more, then you will have
to pay the difference, which you will need to pay when the balance becomes due. If
the cost of the new holiday is less than the amount you have paid then we will
refund the difference.

• If you cannot decide Ionian & Aegean Island Holidays are offering a Credit Voucher
equivalent to the money you have paid us, which is fully protected under ATOL and
ABTA bonding, guaranteeing that your money is 100% safe. The Credit Voucher can be
used for any holiday travelling before the 31st October 2021.

If you cannot make a decision regarding the alternatives, w e will give you an additional 14
days to consider the options offered and a member of Specialist Team will contact you again 14 days prior to your intended departure in order to find the most suitable resolution.

Q. I am due to travel after 28 days from now but before June 30th, is my balance still due 8 weeks before my departure date?

A. For all holidays due to departing on or before the 30th June the balance due date will now
be 21days before your departure. We have extended our booking conditions to reflect this.
However, we are aware that FCO advice may be extended and if the ban is still in place a
member of our Specialist Team will make an initial contact with you at least 28 days before you are due to depart and advise you of all the alternative options that are available.

We are currently offering the following options-:

• Change the same holiday for the same dates in 2021 at no additional cost.
• If you want to continue travelling but on a different date or destination, Ionian &
Aegean Island Holidays will do everything possible to help provide you with all the
new options. However, if the total of your new holiday is more, then you will have to
pay the difference, which you will need to pay when the balance becomes due. If the
cost of the new holiday is less than the amount you have paid then we will refund
the difference.
• If you cannot decide Ionian & Aegean Island Holidays are offering a Credit Voucher
equivalent to the money you have paid us, which is fully protected under ATOL and
ABTA bonding, guaranteeing that your money is 100% safe. The Credit Voucher can be
used for any holiday travelling before the 31st October 2021.
If you cannot make a decision regarding the alternatives, we will give you an additional 14
days to consider the options offered and a member of our Specialist Team will contact you
again 14 days prior to your intended departure date in order to find the most suitable
resolution.
Please note that travel restrictions can be lifted as quickly as they are imposed, and before
the 28 days, it is therefore too soon to be able to know whether your holiday can go ahead as planned.

Q. What happens if the airline has cancelled the flight that is on my confirmation?

A. We’re contacting all affected customers about their options, including how to amend
bookings to a later date, so if you were due to travel within the next 28 days we’ll be in touch.
We understand just how much a well-deserved getaway means to you and how much it gives you something to look forward to, particularly during difficult times such as these. The Coronavirus (COVID-19) pandemic has resulted in everyone having to deal with difficulties and restrictions, and our business and our colleagues face these too. Please do bear with us and thank you in advance for your loyalty, understanding and patience.

All flight-inclusive holidays offered by Ionian & Aegean Island Holidays are bonded by the CAA (ATOL: 5854). If a flight has been cancelled, it is therefore our responsibility to source an alternative flight option for you, where possible. The cost of the alternative flight will not be passed to you.

Your rights are as follows:

• accept the alteration
• choose to take an alternative holiday with us (if it is more expensive you must pay the
difference, but if it is cheaper, we will make an appropriate refund), or
(in the case of a major alteration – see below) cancelling the holiday and receiving a full
refund of the monies paid.

A significant change is:

• A change of UK departure airport except between: 1) The London airports: Gatwick,
Heathrow, Luton, Stansted, London City and Southend; 2) The South Coast airport:
Southampton, Bournemouth and Exeter; 3) The South Western airports: Cardiff and
Bristol; 4) The Midlands airports: Birmingham, East Midlands and Doncaster Sheffield; 5)
The Northern airports: Liverpool, Manchester and Leeds Bradford; 6) The North Eastern
airports: Newcastle and Teesside; 7) The Scottish airports: Edinburgh, Glasgow,
• A change of outward departure time or overall length of arrangements by more than 12
hours

Q. What happens if I cancel where flights* have been separately bought in for my holiday?

A. If the FCO have advised against travel most airlines will allow changes for future travel.
However, if there is no FCO advice in place and the flight is still operating most airlines will
not allow cancellations or changes, in which case the full cost of the flight will be forfeited.
We will however do our utmost to work out alternative arrangements.

Q. I’m over 70 or I am considered at risk and have been advised to self-isolate. What is the situation regarding my holiday?

A. If you have been advised to self-isolate or you are in high risk category as a result of ill health or ongoing health issues, you will have received a letter from your GP or local Health Authority. In this instance, we recommend that you speak with your travel insurance provider to see what cover you have in place in light of the latest Government advice surrounding self isolation. If your GP has advised against travel, and they have provided you with official documentation to confirm this, you should also speak to your travel insurance provider for advice. If your travel date is within 28days, where the FCO advise against travel, we will be in touch to discuss your options.

Q. My holiday is in July/August/September/October, will it go ahead?

A. We are very hopeful that all travel restrictions will be lifted by then and holidays will
continue normally. We are constantly monitoring the situation and will inform you
accordingly if there are any changes to these departure dates. Should you decide to cancel
your holiday for these dates, you will lose your deposit as normal cancellation policy will
apply.

*Please refer to Clause 18 in our Terms and Conditions; ‘We reserve our right to pass on to you any cancellation charges imposed by our suppliers which are in excess of the cancellation charges set out above. In particular, any “bought-in flight element” (i.e. that you are booked on non-standard Ionian & Aegean Island Holidays flights, scheduled or chartered, for which a higher deposit is required as they formulate part of the terms and conditions of that airline) and/or accommodation (i.e. where full payment is required to obtain a special offer price at the time of booking) will be charged at 100% cancellation fees irrespective of when the cancellation was made.’

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