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Coronavirus (COVID-19) Guidance

Issued: 31 March 2020 – 10:00hrs

Coronavirus (COVID-19) Guidance

Due to the ongoing situation with COVID-19, the Foreign & Commonwealth Office (FCO) now advise against all but essential travel.

We understand that you will have questions about your upcoming holiday. If your holiday arrangements cannot go ahead due to the FCO advice regarding COVID-19, you can amend without any amendment fees. Customers can rebook to travel any time up to the end of 2021. If you are unsure about when you would like to travel, we will provide you with a voucher to the full value of your original booking, plus a gift voucher as a gesture of goodwill, which you will also be able to use on a future booking. If neither of these options work for you, then we can discuss your options when we get in touch. We are making contact with all customers who are due to travel within the next 14 days where we will discuss their options, including moving their holiday to a later date.

As we are sure you will appreciate, we are experiencing an extremely high volume of enquiries. We are taking measures to support our staff as they work tirelessly to make contact with our customers during this extraordinary time, including safe-guarding their heath by following our Government's advice on social interaction and containment. This means we will be reducing our opening hours to 10:00am to 1:00pm for the foreseeable future. This will allow our teams time to pro-actively make calls to those customers who are due to travel within the next 14 days. We appreciate this may not be convenient but we are sure you will understand why. Rest assured, we will be making contact with all customers impacted by the FCO travel restrictions.

If you are due to travel outside of the dates currently being advised by the FCO, then please see the most up to date travel information below.

You can also refer to https:// www.gov.uk/foreign-travel-advice for information on your destination or by visiting the consumer advice issued by ABTA - https://www.abta.com/news/coronavirus-outbreak

Q: What happens if my travel plans are affected?

A: If the Foreign & Commonwealth Office advises against travel to a destination and your holiday arrangements have been affected, we will get in touch and advise you of the options open to you. Travellers are advised to read the Foreign & Commonwealth Office travel advice for the country they are travelling to, which includes a link through to the National Travel Health Network and Centre (NaTHNaC) TravelHealthPro website that provides specific travel health advice for countries.

Q: What are the options if we're advised we can't travel

A: If you've booked a package holiday with us, then you are protected under the Package Travel Regulations. If you have made your own arrangements, such as flights, car hire or airport parking, with a company other than James Villas, then you will need to speak to the service provider / airline you made the booking with. They will have their own policy in regard to how they manage these claims.

Q: I've booked Villa Only with James Villa Holidays. Am I protected?

A: Customers who have booked accommodation only with us are not protected by the Package Travel Regulations. If the travel advice changes for the destination you are travelling to and your planned arrangements can no longer go ahead, we will look at the options available to you. Where the FCO have not imposed restrictions on travel but local authorities have advised of local screening measures, you should contact your Travel Insurance provider to discuss your options.

Q: What if I decide I don't want to travel?

A: If the FCO advice has not changed and holidays are operating as normal, your holiday will be subject to normal booking conditions and cancellation charges will apply.

Q: If I am unable to travel, am I entitled to compensation?

A: You won't be entitled to any compensation, as the reason for the holiday not continuing is outside the control of the James Villa Holidays.

Q: I've booked my summer holiday with you. Will this still go ahead?

A: If you have concerns about your summer holiday, it is too early to say that your holiday can't go ahead as planned. Therefore, customers with future departure dates will need to wait to find out whether the advice changes and their holiday can continue as planned. If you decide to cancel early normal booking conditions and cancellation charges will apply.

All customers are reminded that they should ensure they have appropriate travel insurance in place from the time of booking their holiday.

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