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We are currently contacting customers in order of departure date to assist them with their booking. Please do not be concerned if you do not hear from us immediately. Drop us an email at [email protected] , We will contact you as soon as possible to help you with your booking. We would be grateful if you could help us at this busy time and avoid calling our reservations team So that we are able to assist imminent departures first.

Please note, ticket refunds can take up to 12 weeks or more to come from Airline. We can only refund those funds to you once the funds are credited to us by Airline. Additional service fee may apply apart from administration charges to process refunds and changes.

We will act as an agent and assist you to make any amendments on your behalf and complying with Airline policies at the same time.

ABTA Advisory

Despite still awaiting the approval of the UK government, ABTA have published some guidance on the issuance of Refund Credit Notes. If you are currently in the position (as most operators are) where you are unable to issue cash refunds, you may already be offering customers a refund credit note.

ABTA have advised consumers that in the event that you are offered a credit note, it should include the following information:

The Refund Credit Note will have an expiry date, which is the date to which your money is protected, and is based on your travel company’s financial protection arrangements. You are entitled to re-book or have a cash refund by then (if your original booking was for a package holiday).

The value of the Refund Credit Note must be equal in value to the monies you have actually paid for the protected travel arrangements.

The Refund Credit Note must not include any other amount offered as a rebooking incentive or other offer.

Any such offers must be documented separately and are not covered by any scheme of financial protection.

The Refund Credit Note must expressly identify the original booking with booking details and reference.

You should retain all previous booking documentation including booking confirmations, ATOL Certificates where appropriate and proofs of payment. ABTAs Advice to customers seeking refunds and with forward bookings On 17 March the Government advised against all non-essential travel overseas, which has effectively brought travel overseas to a complete standstill and led to hundreds of thousands of holidaymakers not being able to take their holiday.

We completely understand that customers may feel frustrated and concerned by the process of receiving a refund, and we have sought urgent Government intervention. In the meantime, we ask for your patience and understanding at this incredibly challenging time, this situation is completely unprecedented.

Many tour operators and travel agents are doing all they can to help customers but they simply don’t have the cash to pay customers a cash refund in a 14 day period, as they have not yet received money back from hotels and airlines. Forcing them to do so would put them out of business, which would mean customers would not recover their money (from ATOL or other schemes) for many more months.

Thousands of customers have already postponed or rebooked their holiday or have received either refund credit notes or cash refunds from their tour operator or travel agent. A very important point to note is that your holiday booking or refund credit note is financially protected in the event your travel business fails.
https://www.abta.com/news/coronavirus-outbreak

Whilst the law currently states a cash refund should be due within 14 days, given the unprecedented circumstances and the fact that many tour operators simply aren't in a position to issue cash refunds, the refund credit note should go some way to display your efforts to the regulators/enforcement to find customers a solution.

I hope this is useful and if you have any questions, please get in touch.

For more information, please follow the links below:

Government Guidance

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