Opening hours update

After Sales phone lines temporarily closed

Due to continuous volumes of amendments to bookings, our After Sales and Ticketing departments will keep their phone lines closed until further notice. We strive to continue the same high level of service, which is only possible at present if we manage our requests through email, so that we can ensure time is dedicated to resolving each customer’s booking successfully.

We would ask our travel agent partners to only get in touch at this time with our After Sales or Ticketing Departments in connection with any booking travelling within the next 48 hours, by emailing aftersales@ifonly.net and ticketing@ifonly.net with 'URGENT' and booking reference in the subject line.

We would ask our travel agent partners to only get in touch in this time with After Sales or Ticketing in connection with any booking travelling within the next 48 hours, by emailing aftersales@ifonly.net and ticketing@ifonly.net with 'URGENT' and booking reference in the subject line.

Our destination specialist teams are fully operational and it is business as usual, so please get in touch on our reservations number, 0141 955 4000 from the UK, or 01 447 5275 from Ireland.

Temporary change to opening hours


We want to ensure that we maintain the highest levels of service, and continue to work through the unprecedented volumes of amendments and queries as efficiently as possible. Subsequently, from 29 April 2020, we will be amending our opening hours slightly. We will remain closed on a Saturday, and our team of experts within the contact centre will now be available from 10am until 4pm from Monday through to Friday. This will allow our team to respond to the unparalleled levels of email queries and amendments coming through, as well as dedicating time to answer your calls and enquiries. These new hours will remain in place until such time as it is safe for us to return to If Only HQ.

Our teams continue to work tirelessly, processing an unprecedented number of booking amendments, as well as repatriating the last few of our mutual customers back to the UK and Ireland. We are all so grateful to you, our agent partners for encouraging your customers to either amend or accept a refund credit note helping to protect our industry and all of our long term futures.

On Saturday and Sunday, if you have an urgent issue connected to any booking due to depart over the following 72 hours, then please call 0141 955 4000 from the UK or call 01 447 5275 from Ireland. Your call will be transferred to our dedicated out of hours team, which has increased resources to support you at this time. If you have a NEW booking enquiry then please email us at info@ifonly.net with ‘New Booking’ in the subject line with all the relevant necessary enquiry information and we will call you back with a quotation as soon as possible.

We thank you for your patience and understanding and endeavour to adapt our strategies to best support you and your customers through this challenging time.



Waived fees on new bookings

In light of the current situation around coronavirus (COVID-19), If Only have introduced a number of flexible booking measures, live with immediate effect, to support our agents during this challenging time.

We understand that many customers may feel uncertain about booking a trip at present, due to the situation and travel advice constantly evolving. As a result, we are introducing waived If Only amendment and cancellation fees on all bookings made from 10 March to 30 May 2020, so your customers can book with confidence knowing they have the flexibility to cancel if the situation or their circumstances change.

All standard booking terms and conditions apply – click here for full details.

Waived amendment fees


If Only will waive amendment fees on any new package bookings made from 10 March to 30 May 2020, for all departure dates. Your customers will only need to pay the fare difference, if applicable, and any third party charges passed on by the hotel or airline.

T&Cs: Waived If Only amendment charges apply to new If Only package bookings only made between 10 March – 30 May 2020. Bookings may be amended at any time free of any If Only fees. If applicable, the only charges will be the fare difference and any fees passed on by the airline/hotel/supplier, for the new departure dates.

Waived cancellation fees


If Only will waive cancellation fees on any new package bookings made from 10 March to 30 May 2020, for all departure dates. Your customers will only need to cover the cost for any non-refundable third party components, which will be advised at time of booking.

T&Cs: Waived If Only cancellation charges apply to new If Only package bookings only made between 10 March – 30 May 2020. Bookings may be cancelled at any time free of any If Only charges, excluding any non-refundable components as imposed by the supplier. These include, but are not limited to: published fares, taxes, and external supplier policies.



Job Retention Scheme


We are committed to preserving the future of our business, and ensuring that our valued teams are here to assist with all of your holiday enquiries for a long time to come. Subsequently, we feel it is a correct decision at this time to utilise the government’s Job Retention Scheme, and will be placing a portion of our workforce on furlough from 1 May 2020. Our destination experts will still be on hand to assist with all of your customer queries, amendments and new bookings, with staff still present in each department. We ask that for any queries regarding refunds or Refund Credit Notes, that our agents log in to their agent dashboard, where a full update is provided.



If Only Refund Policy

Travel agents, please log in to find the latest news as of Thursday 23 April 2020. Customers, please contact your travel agent to find out more.



Repatriation

Customers overseas


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.