Holiday Packages

As COVID-19 continues to impact our customers' travel plans, we understand you may need to change or cancel your booking with us. We're here to help but ask that you read the following information before contacting us, so we can serve you as quickly and efficiently as possible.

Due to the high volume of customer queries, we’re prioritising them based on departure date.

Thank you so much for your patience during this challenging time.

Call centre temporarily unavailable

The Holidays Contact Centre is currently not operating due to government restrictions. We’re working hard to get back up and running but in the meantime, you can reach our team through one of the following methods.

Email us

The fastest and easiest way to secure a credit voucher for your holiday package is to complete this email form. A member of our team will respond as soon as possible. We may not get back to you immediately, but rest assured, you will hear from us. Here’s what to expect when we get in touch:

  • If your hotel booking is refundable and your flights have been cancelled, we can issue a credit voucher to the value of your entire holiday package for you to use at a later date. Alternative options including a refund are available, to find out more please chat to us – details on how to get in touch are continued below.
  • If your hotel booking is non-refundable and your flights have been cancelled, we can issue you a credit voucher to the value of the flight component of your holiday package and we’ll update you about your options for the hotel component. Alternative options may be available for your flight booking, to find out more please chat to us – details on how to get in touch are continued below.
  • If your flights have not been cancelled but you no longer wish to travel on your booking, we can issue you a credit voucher to the value of your flight booking and update you about your options for the hotel component. Please note that hotel bookings are subject to the hotel cancellation policy.

Credit vouchers can be redeemed in one booking within 12 months of issue, for travel within 12 months of the booking date. This means that you have up to 2 years to make a new booking to travel with us.

Live Chat

If you need to, you can chat with us online about alternative options that are available to you. To find out more or if you require urgent assistance, please click the button at the bottom of this page to speak to one of our agents.

Please also check out our COVID-19 FAQs page, which may help you find information you need.

We're dealing with exceptionally high levels of customer enquiries, so you may have to wait for some time before your live chat starts – but please hang in there. A member of the live chat team will help you as soon as they can. If you’re not travelling within the next week, it might be worth trying again a bit later. Thank you!

Live Chat

9am – 6pm, Sat & Sun

8am – 8pm, Mon - Fri

If you’ve already contacted us via a form

A member of our team will respond as soon as possible. Please bear with us – we’ll be in touch when we can, and appreciate your patience at this time.