Need Help With Your Booking?
In light of the latest national lockdown, if you are due to travel soon, our Consultants will be contacting you in date order to work out a plan of action for you. Currently, we are prioritising customers due to travel in the next seven days. If you think your travel is affected by the restrictions and need urgent help, you can also call us directly on 0808 250 4788. Please have your name and booking reference ready. Our team of Travel Consultants are on hand to assist you, and are doing everything they can to allay any worries or concerns.
FAQs for Package Holiday Customers
Where FCDO advice advises people against travel, we will be contacting you to arrange an alternative solution. We will either issue you with a Refund Credit Note, rearrange your holiday to a later date or, if neither of these options suit, arrange for a full refund. Alternatively, you can call us on 0808 239 1414. Please be advised call wait times may be longer than usual due to increased volumes. We are asking customers to only contact us if they are due to travel in the next 14 days.
Package Holiday Customers:
- Holidays due to depart in the next 14 days are being cancelled to destinations where FCDO advice warns against all but essential travel there.
- Holidays that have ‘failed’ (where you are not able to go as flights have been cancelled or hotels are closed) will be cancelled if no suitable alternative can be offered.
- If you have paid your deposit and your balance is due within the next few weeks, we will be in touch with you to discuss your options.
We are continuously reviewing all other holidays and will update this information frequently.
If your holiday has been cancelled by us, you’ll receive a Refund Credit Note for the full value of your holiday. We understand that you may not be ready to book again just yet, so the Refund Credit Note gives you the flexibility to book your travel in the future.
- Your Refund Credit Note will automatically be emailed to you, so you do not need to contact us to chase this.
- You will receive this within two weeks of us cancelling your holiday.
If your original booking was financially protected (this includes all package holidays), your Refund Credit Note will carry the same financial protection. You can therefore be confident that you have financial security.
If you’re unable to accept a Refund Credit Note you can apply for a refund. Due to the volume of holidays impacted, we’re asking you not to contact us until you receive your Refund Credit Note so we can continue helping customers in date order. However, if you do need to request a refund before this you can do so using the details below. Please be aware that our teams are incredibly busy, so call waiting times are considerably longer than usual.
You can call us on 0808 239 1414, 9am-5pm Monday-Friday
You have the flexibility to use your Refund Credit Note until 30 September 2021, as we understand you may not be ready to think about your travel plans just yet.
We have created a central team of Refund Credit Note experts who are overseeing distribution and contact with ALL customers, so you do not need to contact your original booking Consultant for this. The Refund Credit Note will be emailed to you at the email address you supplied at the time of booking. The Refund Credit Note will usually be sent within 14 days from the date we cancel your holiday.
Many of our Consultants’ jobs have been protected by the government’s Job Retention Scheme so your Consultant might not be available right now. However, your details are held centrally so you do not need to worry. Please contact us on 0208 127 4273 if you have any general queries, but please bear in mind we are currently prioritising bookings due to travel in the next 14 days.
Please call us on 0208 127 4273 to speak to our central team about redeeming your Refund Credit Note. They will be able to take you through the terms of this and will then pass you on to one of our highly trained travel experts to plan your much-needed holiday.
We’d like to reassure you that if you booked a financially protected holiday (including all package holidays), your Refund Credit Note will carry the same financial protection as your original holiday booking. You can therefore be confident that you have full financial security. These Refund Credits Notes have also now been protected by CAA (Civil Aviation Authority) to add extra protection (see here for more detail about this).
Yes, subject to any specific terms that may be applicable.
If you have a group booking the Refund Credit Note will be issued to the original person who booked the whole group.
If your alternative holiday is cancelled, you’ll receive a new Refund Credit Note to replace the same amount you spent from your original Refund Credit Note. The new Refund Credit Note will expire on 30 September 2021.
Please speak to your travel insurance provider and do check the terms and conditions of your policy.
Over the last few months, we have been refunding hundreds of thousands of pounds to our customers every single day and we’re continually working on improving our processes to speed this up even further. We are proud to say that we are currently able to refund package holiday customers within 14 days of their refund being requested.
If you have a flight-only booking, you will receive your refund once the monies have been returned by the airline. Please see our flight-only FAQs below for more information.
If you are due to travel imminently (in the next 14 days), a consultant will be in touch with you shortly to discuss your options. If you chose to cancel you will be issued an automatic Refund Credit Note.
FAQs for Flight-Only Customers
Flight Centre is working closely with airlines to do two things for the benefit of our customers:
- Provide cash refunds instead of credit vouchers
- Speed up the current time it is taking to process refunds.
For flight-only customers we are able to return the funds to you when we receive them from the airline, as per our booking conditions. Cancellation policies are as per the airline policies. Please speak to your Consultant for further advice on these, as they vary from airline to airline.
In normal times refunds are processed nearly instantaneously. Due to the unprecedented and ongoing COVID-19 restrictions, many airlines have now stopped this instant refund process and reverted to an older, slower system. This means that refunds, if provided by airlines, may take up to 12 weeks for the airline to process after being approved.
As an agent for the airline, we are subject to their policies and timeframes. However, our teams are continuing to work with our contacts with all major airlines to ensure better outcomes for our customers.
If you have a new enquiry or an existing quote with us, please call 0808 252 8902 to speak to our travel experts. If you’d prefer not to hold, please email us at email@example.com and we will get back in touch shortly. Our team will be delighted to speak to you about our range of flexible travel options including £49 holiday deposits, flexible payments and our COVID-19 insurance cover.
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Information about Refund Credit Notes
What we’re all going through right now is unique – it has never happened to any of us in our lifetime. Our world is closed. Our customers and our people are all feeling the strain of this incredible change. We are working tirelessly to solve the needs of our customers and we wanted to give you some information about what we are doing.
As an independent travel agent (that means we don’t own the airlines you are flying with or the hotels you are staying in) we are reliant on your flights and/or hotel bookings being refunded by our partners. No doubt you will have heard the news that each and every one of these companies are struggling right now. This means we aren’t getting the money back from these partners as quickly as we would like.
Whilst our refund process may be taking longer than usual, the good news is that ABTA has provided an industry-wide mechanism to protect your holidays in the future and to save jobs across the travel industry. We invite you to take the time to read the open letter written by ABTA’s Chief Executive, Mark Tanzer, available here.
Flight Centre welcomes ABTA's guidance for package travel bookings. It means means Refund Credit Notes are protected by ABTA/ATOL, where the original booking had that protection, right up to 30 September 2021 – plenty of time to dream about your next amazing travel experience!
Whilst we are all waiting for the world to reopen, you can find some FAQs above to answer some of your more specific questions.