2020 has certainly been a tough year for travellers, and it has been devastating to see our beloved industry’s reputation take a hit as a consequence. Whilst the service offered by many of the specialist, family run tour operators has been outstanding, it has been disappointing to see that some of our colleagues (particularly some of the larger, mass market travel companies) were simply unable to follow the European Package Travel regulations with regards to cancelling and refunding bookings due to cash flow problems and the sheer volume of refunds required, and we appreciate that it may take some time for our industry to build consumer trust back up again.
Here at Grape Escapes, we feel so grateful that not only did almost all of our valued clients whose trips were affected by the Covid-19 pandemic opt to postpone their bookings to later this year or next year as opposed to cancelling, those who did cancel were able to receive their refund within 14 days of the cancellation of their trip.
Our customers are, and always will be, our absolute priority. We appreciate that trust works both ways and as travel restrictions are finally on their way to being eased, we would like to provide you with reassurance if you are thinking of booking a trip with us in the future.
We are therefore delighted to offer enhanced flexibility for all bookings received from 1st November 2020. If your holiday is not able to operate as a result of Covid-19, our team will contact you and advise you of your options. These options include:
- Moving your holiday to an alternative destination if you wish to travel on the same dates.
- Postponing your holiday to alternative dates with no change fee, if you wish to take your trip as booked*.
In addition, we have introduced a new cancellation policy for all bookings made from 1st November 2020 which offers greater flexibility to cancel your trip closer to your departure date to account for any potential changes to travel advice relating to Covid-19.
If you choose to cancel your trip due to Covid-19 travel advice restrictions*, we will offer you a full refund**, including your deposit up to 28 days prior to departure, as long as your balance has been paid in full.
* Your new travel dates will be subject to availability, and your total holiday price may be subject to a supplement/discount if your new travel dates fall across a different travel season to your original booking, or if any of our suppliers apply a revised rate to your booking.
** This means where travel to the destination would contravene the travel advice issued by the UK FCDO in the country/region that you are visiting.
*** Subject to the specific terms and conditions offered by specific suppliers. Whilst we have agreed favourable terms with the majority of our partners, there may be specific suppliers where less flexibility is offered, but we will advise you of this at the time of booking.
For further peace of mind, all Grape Escapes bookings are 100% financially protected with ABTA, and detailed information can be found here.
Please note that adequate travel insurance remains a condition of booking a trip with Grape Escapes, and we strongly recommend that you verify that your insurer includes coronavirus/covid-19 cover within your policy for your complete protection.
We would like to again thank you all for your incredible loyalty and support during these difficult times, and we cannot tell you how excited we are to be able to arrange unforgettable holidays for you once again.
If you have any questions about our new flexible bookings policy or would like to start planning your perfect trip, please don’t hesitate to give us a call on +44 (0) 1920 46 86 66 or e-mail us at firstname.lastname@example.org.