arrow_drop_up close filter currency add flight phone check shopping_cart Cruise transport_bus transport_car Favorite favorite_outline flight_land flight_takeoff star hotel info info_outline chevron_down chevron_left chevron_right chevron_up parking remove star_outline star_half brand_facebook brand_instagram brand_pinterest brand_twitter home edit calendar bin arrow-up arrow-right arrow-down arrow-left menu user dollar subdirectory-arrow-right faphone group anchor plus-circle minus-circle minus gbp
Home FAQs
Frequently Asked Questions 
> If you have a question about a refund please visit our Refunds section for the latest updates >
> If you would like to contact us regarding an existing booking, to make a payment or speak to a travel expert about a new booking,  please complete our email enquiry form here >

What does the current travel advice mean for future travel, i.e. my summer holiday?

The Foreign & Commonwealth Office (FCO) travel advice against ‘all but essential’ travel could be in place for the foreseeable future, however this travel restriction can be removed at any time, so travel companies are doing their best to manage arrangements for customers. 
Each company will have their own process for managing future departures and will be contacting customers due to travel imminently. There is no legal definition of ‘imminent travel’, however it is generally considered to be within the next few days.

Our advice to customers with future bookings is to be patient and wait to be contacted by your travel provider. Travel companies are extremely busy, given the pressures of the current crisis, and will be looking at imminent departures first and deciding how far in advance they will offer alternative arrangements or refunds.


I'm abroad already, should I return home immediately? 

All British tourists and short-stay travellers (this does not include permanent residents overseas) currently abroad should return to the UK as soon as possible where and while commercial flight options are still available. 
 
This update reflects the pace at which international travel is becoming more difficult with the closure of borders, airlines suspending flights, airports closing, exit bans and further restrictions being introduced daily. Further closures to air routes may come in the next 48 hours, possibly without notice.


I have a package holiday booked within the UK not overseas. Is my holiday affected?

Even though UK holidays don’t come under the FCO’s advice against travel, they are very unlikely to be able to go ahead as planned, certainly not during the period of restricted movement/lockdown. Accommodation may be unavailable; activities and bars and restaurants are closed. Therefore, we advise that you follow our general advice above, under “Advice to customers seeking refunds and with forward bookings”.


I have asked for a refund but have been told I will have to wait. Is there a time limit on this? 

Currently, there is no hard and fast rule. If your travel company is able to provide a cash refund, please be patient. They are dealing with a huge number of customers, and with offices closed and staff working from home, it’s a real challenge. ABTA will keep an eye on the situation and encourage ABTA Members to do all they can, but it’s not unreasonable at the moment to expect the process to take upwards of a month.


I'm due to depart within the next week or 2 – what's my best option, can I cancel?

Due to FCO advice against all but essential travel all flights and sailings had been suspended and has changed to indefinitely allowing each Tour Operator to interpret and set their own appropriate date. Unfortunately your holiday may not be going ahead. We are in the process of contacting all affected customers to discuss options provided by the Tour Operator.


I’m due to depart within the next week or 2 – can I change the date of my holiday?

Due to FCO advice against all but essential travel all flights and sailings had been suspended ‘indefinitely’ allowing each Tour Operator to interpret and apply a suitable date, so unfortunately your holiday will not be going ahead. If you are travelling during this time then please email customersupport@cooptravel.coop with your booking details and what date you wish to amend to and we will be more than happy to assist you.


My balance is due, but I don’t travel yet, what are my options?

If your holiday has not been cancelled and the balance of your holiday is now due then this will need to be paid. In line with the FCO latest advice your holiday is due to go ahead as planned. If you did want to amend or cancel your holiday, normal terms and conditions will apply. If anything did change before your travel date then we would be in touch with you to advise and discuss your options. You will be able to make payment by calling the number for Branch you booked with and your call will be diverted to one of our Virtual Advisors who will be more than happy to assist you.


Do I still pay my balance as usual, or can I wait? What if I pay my balance and am then unable to travel due to the Coronavirus?

In line with the FCO latest advice your holiday is due to go ahead as planned so you will need to pay your balance on the agreed date at booking stage. If you did want to amend or cancel your holiday, normal terms and conditions will apply. If anything did change before you travelled, we would be in touch with you to advise and discuss your options.


I'm due to travel in May, but as a vulnerable person will be in 12 week isolation, what are the cancellation options?

Cancellation and amendment charges vary with each Tour Operator. If you email customersupport@cooptravel.coop with your booking details we will contact you and discuss your options.


How long will it take for me to get a refund?

Refunds have become delayed from Tour Operators, partly due to the sheer volume. Refunds would usually be provided by the organiser of the holiday (The Tour Operator) within 14 days and once we receive that we would pass it to you. Because of the extraordinary circumstances, there is a call for action to relax the refund timeframe for organisers. Refunds may be issued instead by way of a Refund Credit Note so that it may be redeemed later in the year for another booking.


I've been waiting for a refund for over a week?

Refunds have become delayed from Tour Operators, partly due to the sheer volume. Refunds would usually be provided by the organiser of the holiday (The Tour Operator) within 14 days and once we receive that we would pass it to you. Because of the extraordinary circumstances, there is a call for action to relax the refund timeframe for organisers. Refunds may be issued instead by way of a Refund Credit Note so that it may be redeemed later in the year for another booking.


If I pay my balance now for a holiday travelling later in the year and then have to cancel will it be a credit note or refund?

It is difficult to be sure, the rules are for a refund within 14 days however the extraordinary circumstances recently (and for the first time ever) have seen the regulation generally relaxed and the option now exists to issue a Refund Credit Note in the interim. The Refund Credit Note is however fully protected for a period of time so in the event of a financial failure the money remains safe.

  • Updated 17/04/2020 14:00

Chat now or talk to one of our travel experts

Error

Your browser is out-of-date!

Update your browser to view this website correctly. Update my browser now

×