CORONAVIRUS (COVID-19) GUIDANCE
Updated: 18th September 2020 | 10:00
LATEST TRAVEL ADVICE
The FCDO currently advises against all non-essential travel to France, Spain, Holland, Croatia or Austria. The FCDO is not advising those already in these countries before the guidance changed to leave or cut short their holiday. If you are returning to the UK from any of these destinations you will, however, be required to self-isolate for 14-days on your return to the UK.
Customers due to travel up to 7th October 2020 will now be contacted to confirm that your holiday can’t go ahead as planned. All affected customers will receive an ABTA financially protected refund credit note for the full value of the money paid. It can be used to book another holiday in 2020 or 2021, by 31 March 2021. Find out more about refund credit notes.
If you’re due to travel to France, Spain, Holland, Croatia or Austria from 8th October, we’ll contact you at least 10 days before your departure date if it's not possible to travel. Whilst the current uncertainty remains, you can transfer your holiday to an alternative destination or date in 2021 without paying any amendment fees or losing any money you’ve paid (although you may incur extra travel costs).
TRAVEL TO ITALY
The FCDO has made Italy exempt from the guidance against non-essential travel, and you won't have to self-isolate on your return to the UK from either of them.
Before travelling, please be aware that some of our destination countries have entry requirements or screening measures in place that may affect you.
All travellers are required to provide their journey and contact details when returning to the UK.
Before you contact us, please read our answers to frequently asked questions below.
If you need to contact us after reading the FAQs please use live chat or call us on 0161 332 8900, Monday - Saturday between 10am - 4pm & Sunday between 10am - 3pm, or email us at firstname.lastname@example.org
How can I stay up to date with the latest travel advice?
We advise all customers to stay up to date with the Government advice: https://www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public.
You can also refer to the consumer advice issued by ABTA: https://www.abta.com/news/coronavirus-outbreak.
The European Union have also created a website with the latest information for travelling to each European country, and with links to country specific Covid-19 guidance: https://reopen.europa.eu/.
I’ve booked my travel arrangements myself. Am I protected?
For any travel arrangements (such as flights, ferry travel or car hire) made with a company other than Al Fresco Holidays, you need to speak to the service provider/airline you made the booking with. They’ll have their own policy for managing these claims.
What if I decide I don't want to travel?
If you are travelling to any Al Fresco Holidays destination outside Spain, they are all now exempt from the FCDO guidance against non-essential travel. So your holiday will be subject to normal booking conditions and cancellation charges will apply.
To reassure you about travelling this year, we’ve been taking a look at every stage of your holiday and we’ve made appropriate adjustments for your safety and peace of mind.
If you’d still prefer to cancel, please complete our cancellation form, and we’ll process this for you as soon as possible.
What is a Refund Credit Note, and how does it work?
A Refund Credit Note entitles you to rebook a holiday at a future date, or receive a cash refund when it expires on 31st March 2021. It retains the financial protection that you had with your original booking, so there is no risk that you will lose the money you’ve paid towards your cancelled holiday. Any new holiday booked using it will also be financially protected.
How to use it:
1. Choose the holiday you’d like
2. Select the ‘COVID-19 Credit’ option at the payment stage.
3. Our team will then apply your credit to your new booking and send you an email confirming they’ve done this. Please allow us 14 days to complete this process for you.
If your original holiday was scheduled to depart before 30th June 2020 or after 14th September, and you are transferring to an equivalent holiday in 2021, we’ll check if you qualify for the Price match guarantee too.
If your original holiday was scheduled to depart from 1st July 2020, and you choose a holiday with a higher value in 2021, we’ll apply an additional bonus to boost the value of your Refund Credit:
• £100 off - if you have paid £99 towards your current 2020 holiday
• £200 off - if you have paid £100 or more towards your current 2020 holiday
My holiday has been cancelled and I'm not able to change my dates or accept the Refund Credit Note you have provided - how do I request a refund?
You can request a refund if you’re unable to find a suitable date to amend your booking to, and unable to accept a Refund Credit Note. In order to do so, please contact our team on 0161 332 8900 or via our online live chat service and we will be arrange this for you.
To date we’ve processed all refunds requested for holidays we cancelled that had a departure date in April, May and June 2020. We’re now working through any recent requests and aim to process all within 2 weeks of receiving them.
My balance is due, should I go ahead and pay?
Full payment will now be required 6 weeks before your departure date, instead of the normal 12 weeks. Please note our cancellation terms and conditions remain the same.
What measures will you take to keep people safe on your parks?
We’re introducing enhanced cleaning and social distancing on all parcs to keep our guests and teams safe. Government advice is changing all the time, and we will continue to keep up to date with the latest guidelines. Our health and safety procedures tell you everything we are doing for your peace of mind once our parks open.
Each park is also making adaptations to facilities and procedures where necessary to keep our guests and staff as safe as possible. Visit each park page for details, which will be reviewed on a regular basis in line with any changes in local guidelines.
What do I do if I’m on holiday and there is an outbreak on the park?
If there is an outbreak on the park where you are staying, our resort team will follow local authority guidelines. Please comply with any additional screening measures that are put in place. If you develop symptoms, however mild, please follow the guidance of the overseas health authority.
What precautions should I be taking?
We recommend reading the general advice for travellers from the National Travel Health Network and Centre (NaTHNaC).
ABTA have also created a customer information leaflet - entitled “Get ready for travel: customer tips and information for going on holiday or travelling abroad” – that provides advice and handy tips for anyone who is preparing for a holiday in today’s changing travel landscape.
We always recommend everybody travels with adequate insurance cover. All insurance policies vary so we recommend speaking to your insurance company to clarify what cover is provided for situations arising due to the spread of Coronavirus.