Coronavirus Travel FAQs

The spread of Coronavirus (COVID-19) in Europe has resulted in a number of queries about travelling during this uncertain time, and the impact on existing bookings. We are experiencing an unprecedented number of enquiries into our travel team right now, therefore we are encouraging our customers to find answers to our most frequently asked questions below. 

 

We always follow the latest advice from the Department of Foreign Affairs (DFA), the World Health organisation and our valued partners. Rest assured that we are still doing everything we can behind the scenes to continue to provide the professional service you have come to expect from us, and our teams are working hard to contact all passengers with affected bookings who are travelling in the next few days. Thanks for your patience and understanding during this difficult time.

How do I reschedule my holiday?

To contact our team for your reschedule request, just submit the form below with your booking information, and include the date you would like to reschedule to in the enquiry box. If you are not sure then please give us as much information as you can to help us review for you.

 

Please note, reschedules are only possible free of charge when airlines permit. Many airlines have waived change fees within certain dates so customers are eligible to pay the fare difference only. Airlines are slow to provide advance dates for these free changes due to the fluid situation with Covid-19, so this applies in most cases only for bookings up to 31/05/2020 (as of 26/3/20).

Can I cancel my booking?

If your holiday arrangements are still scheduled to operate but you choose to cancel then you will be subject to certain penalties under the terms & conditions. These can vary depending on the type of holiday you have booked. This situation is fast-moving, we would urge you not to panic and to wait until we can review the decisions being made by numerous suppliers such as hotels, cruise lines and airlines to ensure that we can minimise these penalties for you where possible. 

 

If you have decided to proceed with your cancellation regardless then please submit the form below and we can advise you on the penalties at this time. Should the airline subsequently change their conditions after you have chosen to cancel and the terms are deemed more favourable, then, unfortunately, you are subject to the original terms at the time of cancellation. Copy of the general terms & conditions can be found here.

Can I get a refund?

Cassidy Travel is actively working with all of our airline & hotel suppliers to secure refunds for our customers where their booking has been cancelled due to Covid-19, and we will issue you with the appropriate refund when we receive this from the relevant supplier.

 

Please note that due to the unprecedented number of refund applications due to the Covid-19 outbreak, many of our partner airlines & hotel suppliers are experiencing delays in processing refunds. Cassidy Travel is unable to offer a refund until this has been processed by our partners, so please understand that you may experience significant delays to complete the refund process. Rest assured that we are working on your behalf behind the scenes to conclude matters as quickly and efficiently as we can but timelines are not dictated by us. Normal terms & conditions apply.

Please note: Refunds are only possible where airlines & hotel suppliers permit. These are changing regularly and airlines will not refund customers if the flight has not been cancelled by them, regardless of government restrictions on the entry of citizens.

I'm travelling in April, what will happen to my holiday booking?

A large number of flights have been cancelled during March & April - if this affects your booking, we will have been in contact with you already or will be with you shortly. If you have a specific question and you’re travelling in the next 4 weeks, please fill out this form, and provide as much information as you can to help us.

 

If you have been in contact with us to reschedule your trip, we are processing your enquiry and will be back in touch when we have an update for you. Please note that customers who have been offered the option to reschedule must get back to us to confirm they are happy with new dates for us to complete the reschedule process. We know these are uncertain times but we cannot stress the importance of getting back to us when an offer has been made to you so that we can continue to keep the process moving on your behalf and avoid cancellations that potentially will incur penalties for you.

I am travelling in May or after, what will happen to my holiday booking?

A number of airlines are still operating some routes for May, however some are allowing free date changes where you are only required to pay the difference in fares where applicable.

 

In most situations, bookings travelling from June - December 2020 are currently operating as normal, so changes to a booking between these dates would be subject to our normal terms & conditions and cancellation charges if you wish to take action now. As matters change/develop with Covid-19 these rules may be relaxed by airlines and hotels as they react to Government guidelines and border closures which may provide better alternatives for you. We are constantly monitoring the situation on your behalf and will be watching for these changes as and when they occur.

 

Due to an extremely high volume of enquiries at present, we are prioritising all enquiries by date of travel. If your travel date is after 31/05/2020, we ask you to hold off contacting us for now whilst we deal with the urgent cases.

Why haven’t I heard back from your team?

We are experiencing an extremely high volume of enquiries at present, and as a result, we are prioritising enquiries by travel date. If you booked to travel in the next 4 weeks, please do not worry, we are aware of your booking and will contact you to make amendments as required. In some cases we are waiting for more favourable conditions for cancelling or amending to try and avoid penalties for you - we are constantly monitoring on your behalf. 


 


Our team is working with a number of airlines and hotel suppliers, and often have to wait a number of days for a response from these suppliers - when we have this update we will be sure to contact you to advise on your booking. 


 


If your travel dates are not in the next 4 weeks, you are likely to experience a delay in our response. We apologise for this. Rest assured that we are still doing everything we can behind the scenes to continue to provide the professional service you have come to expect from us. Thanks for your patience and understanding during this difficult time.

Paying a holiday balance

We can appreciate that this is a tough decision to make with all the uncertainty at the moment. We can advise that if you fail to pay the balance on the due date which is stipulated in your terms and conditions then your holiday is not protected and will be cancelled with loss of deposit or further penalty. We can in some instances try to delay payment but this will depend on the supplier and their terms of agreement. Please contact us on the enquiry form if you have specific queries around balance payments.

Has my flight been cancelled?

If your flight has been cancelled, we will automatically apply for a refund for you if you are eligible for one. You can check the status of your flight using the tools below. If you wish us to verify that your flight has been cancelled, complete the form below and state that you wish us to check flight status in the enquiry box.

 

Ryanair 

Aer Lingus

When will I get my refund?

We ask for your patience here, this is a worldwide pandemic and all businesses are struggling to maintain normality, the sheer volume of cancellations/changes and alterations has placed enormous pressure on travel companies across the globe. 

 

In light of this, many of our partner airlines & hotel suppliers are experiencing delays in processing refunds. Cassidy Travel is unable to offer a refund until this has been processed by our partners, so please understand that you may experience significant delays to complete the refund process however we will do our utmost to assist you. Normal terms & conditions apply.

I have a cruise booking, is it still sailing?

Many cruise companies have cancelled, delayed or changed cruise itineraries. We are in continual contact with our cruise line partners to monitor the situation as it develops - please be mindful that the situation is continuously changing and this advice will be updated.

 

  • NCL – Suspending all sailings until 11th April
  • Royal Caribbean – Suspending all sailings until 12th May
  • Celebrity – Suspending all sailings until 12th May
  • Princess – Suspending all Sailings until 11th May
  • MSC – Suspending all sailings until 30th April

If the above cancellations affect your cruise booking, you may be eligible for a credit against future bookings or a refund. This is dependent on the specific cruise line. Rest assured we are closely monitoring the situation with our cruise partners and will be aware when/if sailings are cancelled and will contact you. 

 

If you have any queries or concerns, please fill out the form below.

How do I find out the DFA travel advice for a country?

Last Updated: 17th March


Government Travel Advisories are continuously changing, and we recommend you check the DFA's Travelwise App or the Department of Foreign Affairs (DFA) for the latest advice, or call the DFA's dedicated Coronavirus helpline: 01613 1733. For extra peace of mind, see our advice on insurance and travel precautions.


Currently, the government is advising against all non-essential travel overseas until at least March 29. This includes Great Britain, but does not apply to Northern Ireland. It also includes all cruise ship travel. Italy is classed as 'Do not Travel'.


See here for the HSE’s full range of advice.

Theme Parks have been closed. What should I do if I have Park Tickets?

All Disney theme parks worldwide, and Universal Studios in the USA are closed in an effort to prevent the spread of Coronavirus. Currently, the parks are expected to remain closed until the end of March.

 

If you have park tickets for these dates, please check the small print, as most park tickets are valid for the next 12 months.

 

If you wish to reschedule your trip, please fill out the form below. 

What is the best way to contact you regarding my holiday?

A large number of flights have been cancelled during March & April - if this affects your booking, we will have been in contact with you already or will be with you shortly. If you have a specific question and you’re travelling in the next 4 weeks, please fill out the form, and provide as much information as you can to help us.


Due to an extremely high volume of enquiries at present, we are prioritising all enquiries by date of travel. If your travel date is after 31/05/2020, we ask you to hold off contacting us for now whilst we deal with the urgent cases.


Booking Enquiry

Fill out this form if you're looking to contact our team about a reschedule, refund or cancellation of your booking.