As a result of the UK Government’s decision to implement the unprecedented advice of stopping all but essential outbound travel worldwide for a 30 day period, to help halt the spread of COVID-19, all package bookings for travel up to and including 17th April 2020 are cancelled.
For the small number of requests we are receiving for cancellations rather than amendments of existing bookings in light of the current emergency, which is having a dramatic and devastating effect upon the travel industry, these will be subject to the policy below. In order to help support travel agents and their customers for all departures from the 18th to 30th of April 2020, we are also allowing the following flexibility with your booking.
Package bookings travelling up to and including 30th April 2020
We will be issuing all travel agents with an affected booking a Refund Credit Note, in the name of the current lead passenger on the booking. This credit note will be valid for redemption up until 30th September 2020 with travel to be completed by 30th April 2021. This will exclude bookings with an outbound flight with Emirates, as travel must be completed by 30th September 2021.
The process to make a new booking and redeem the Refund Credit Note is via you our travel agent partner only, who made the original booking.
Once you have received your ATOL receipt/Refund Credit Note, customers can then rebook a later date as per the above booking conditions and travel dates, from any UK airport to a destination dependent on the policy in place via the original airline carrier. Travel agents, please check with our specialist reservations team prior to making any new booking.
Please note: the Refund Credit Note can only be used by customers to book the same holiday arrangements that they originally booked with us, albeit at a later date. However, if this causes extreme difficulties for any individual customer, please contact us. In those circumstances we will liaise with our suppliers to determine whether or not it is possible to put more flexible arrangements in place, so that we can in turn offer the customer suitable alternative holiday arrangements instead.
The Refund Credit Note will be ATOL certified, as will any amended booking.
Accommodation-only bookings up to and including 30th April 2020
Customers will most likely be unable to travel to their chosen destination, therefore travel agents, please contact our specialist reservations teams in connection with any accommodation-only bookings to amend to a new date. If cancelled, then a Refund Credit Note will be issued valid for redemption up until 30th September 2020 with travel to be completed by 30th April 2021, again redeemable via the original booking travel agent protecting your commission.
Package holiday bookings departing on or after 1st May 2020
For any package holiday booking with If Only that the customer wishes to amend to alternative dates, travel agent, please email us at firstname.lastname@example.org with amended dates and the booking reference number in the subject line. Please include the name, departure date and contact information in your email if you wish to amend. Call backs will be prioritised in departure date order. Please be aware normal booking terms and conditions still apply.
Travel agents, if you have a NEW booking enquiry then please email us at email@example.com with ‘New Booking’ in the subject line and all the relevant necessary enquiry information and we will call you back with a quotation.
Package holiday bookings from 1st May to 30th June 2020
Balances between the above dates are now due, however as a result of the ongoing issues halting the spread of COVID-19 we appreciate some customers may be reluctant to pay outstanding balances at this time. If this situation arises, travel agents, you must contact our reservations team immediately to agree any payment extensions. We will liaise with the relevant air/ground partners to offer any flexibility on a case-by-case basis, to allow the delaying of balance payments or we can amend their booking to travel later in 2020 or 2021 with all funds transferred and your commission protected.
If you do not contact our office and seek agreement for a payment extension then standard booking conditions will be applied, balances are normally due 10 weeks before departure.
Delayed payment without authorisation will result in any booking being cancelled and all monies retained.
We thank you for your understanding during this challenging time. Our team on the phones will not be able to offer any position other than the above, therefore please refrain from calling our reservation team with queries on the policy, as customers overseas have to take priority. If you still wish to get in touch, please send a letter of complaint to: Customers Services at If Only, 1 Waterloo Street, Glasgow G2 6AY.
Due to the unprecedented COVID-19 situation we are all facing and the resulting changes to policies, airlines may be announcing their individual response to the crisis and repatriation efforts direct to consumers.
If any of you or your customers are in resort, can we ask initially that you/they contact their airline for guidance as this is the fastest way to understand the airline’s policy and plans for returning them home.
If any customer is unable to call their airline then please ask them to visit the airline’s website for the most up-to-date information and advice. Airlines may also be trying to contact either you or your customer using the contact details that are held within their booking. If you or your customer are unable to contact the relevant airline or require further assistance, please call 0141 955 4000 during office hours, or if out of office hours phone our dedicated Out Of Hours team on the same number.
Please note: Only call either of these numbers regarding any customers that are in resort or who are due to travel in the next 48 hours.