Frequently Asked Questions
Got a question about our holidays? Check out the most popular questions asked by customers just like you!
Coronavirus updates
Updated: 04 June 2020
The Foreign & Commonwealth Office (FCO) has provided an update, advising against travelling overseas for an indefinite period. This travel restriction may be removed at any time.
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Given the uncertainty as to when the FCO guidance will change and travel will be able to recommence, we have decided to cancel all bookings made by customers with departures up to and including 18 June 2020.
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We will of course continue to monitor the situation closely, keeping the FCO advice and our cancellation period under continual review, and will extend this period as and when appropriate.
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If your holiday has been cancelled, rest assured you will not lose any money.
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If you have any upcoming payments due for a holiday in the period prior to 30 June these will not be taken.
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We will be continuing to contact customers in date departure order to inform them of their options at this time and we ask our customers to be patient with us as we undertake this process.
Most popular questions
- For customers who have been impacted by COVID-19 travel restrictions
- What are you doing about refunding my holiday, which was cancelled due to COVID-19?
- How will you get in touch with me regarding my booking affected by COVID-19?
- Why isn’t there a phone number to call your team?
- I made a refund request, why haven’t I received the cash yet?
- If I cannot follow my initial travel plans due to the Coronavirus outbreak, am I entitled to compensation?
- What’s the difference between a Refund Credit Note and a voucher? (COVID-19)
- When will I receive my airline refund?
- My airline has told me they have processed my refund, but I still haven’t had it back from you – what’s going on?
- I want to cancel my holiday because I don’t think it will go ahead. What should I do?
- What should I do if my departure date is very close but I still haven’t heard from you?
- I’m having problems with the Live Chat function. Why?
- What if my booking was cancelled due to the COVID-19 outbreak, but was not ATOL or ABTA protected?
- Why are you only cancelling until 18 June when the FCO advice does not have a definite end date?
- How are you prioritising customers? (COVID-19)
- Why doesn’t the value of my Refund Credit Note include a refund for the flights? (COVID-19)
- If my holiday is cancelled, will you still take my future payments from my account?
- My holiday is not officially cancelled yet, but likely to be affected. Will you still take my future payments from my account?
- I’m on the government’s vulnerable person list and due to travel soon. My holiday hasn’t been officially cancelled yet - what happens now?
- I’m in resort and need assistance with my booking
- What can I do to check if my flights are still running and not affected by the COVID-19 outbreak?
- How can I change the dates of my flight? (COVID-19)
- I have made a hotel-only booking with loveholidays, but my flight has been cancelled due to COVID-19. What happens next?
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