CORONAVIRUS (COVID-19) GUIDANCE

Tuesday 4th August 2020

As UK government and FCO restrictions on flying and travel abroad continue to ease for EU destinations, the majority of our customers are able to holiday as originally planned and we have sent travel documents to those customers due to depart up to and including, 10th August 2020.

However, lockdown disruption on some regular operations continue and some customers may find their original holiday arrangements have changed. This is beyond our control and our teams are working 7 days a week to ensure customers can travel. 

We continue to contact those customers that are impacted in departure date order and use all resource and expertise to find an equivalent or better arrangements and Villa Plus will cover any reasonable, additional cost. We are guided by ABTA on what are considered suitable and reasonable alternatives and you will receive notification of new arrangements. 

During this period, so that where appropriate, we can contact customers individually, our phone lines remain closed and we will refrain from monitoring social media for the most part until further notice.   

Due to the changing situation in some countries, we may have to wait until closer to your departure date before a decision can be made regarding operation of your booking with us, which may temporarily impact the way we provide information to you and we reserve the right to make changes at short notice.

Please continue to check our website for the latest travel news. 

We remain grateful to our customers for their patience and understanding.

Our teams are currently handling booking arrangements for customers travelling on the 10th-11th August, as a priority. We are sorry that this is taking some time, but we have a lot of holidays departing on these dates.

Due to operational disruption caused by COVID-19, travel documents are being sent to customers around 3 days before departure and we are sorry that it’s not possible sooner.

Subject to further destination changes made by the FCO, we reserve the right to amend our published information at short notice.

Departures up to and including 1st August

- All customers' holidays ( Flight Inclusive Package, non-flight Inclusive Packages and Villa only ) will be refunded within 2 weeks after the scheduled departure date.

Departures from the 2nd August - 8th August ( excluding Ryanair or easyJet )

- Flight Inclusive Package holiday customers and Non-flight Inclusive Package holiday customers will be refunded within 2 weeks after their schedued departure date.

- Villa only customers will receive a voucher to be redeemed against a future villa only holiday, valid for 3 years.

We will contact customers who have booked Flight Inclusive Package holidays with Ryanair and easyJet separately, to discuss options.

Departures from 9th August

Balances should now be paid, as travel has resumed from 1st August.

Departures up to and including 6th August

- All customers' holidays ( Flight Inclusive Package, non-flight Inclusive Packages and Villa only ) will be refunded within 2 weeks after scheduled departure date.

Departures from the 7th August - 12th August:

- Flight Inclusive Package holiday customers and Non-flight Inclusive Package holiday customers will be refunded within 2 weeks after their schedued departure date.

- Villa only customers will receive a voucher to be redeemed against a future villa only holiday, valid for 3 years.

Departures from the 13th August ( excluding TUI ) :

- Balances will be extended and will be reviewed regularly in line with any other changes to FCO guidance - accordingly, we may make changes to our advice, at short notice.

Departures up to and including 2nd August

- All customers' holidays ( Flight Inclusive Package, non-flight Inclusive Packages and Villa only ) will be refunded within 2 weeks after scheduled departure date.

Departures from 3rd August - 9th August

- Flight Inclusive Package holiday customers and Non-flight Inclusive Package holiday customers will be refunded within 2 weeks after their schedued departure date.

- Villa only customers will receive a voucher to be redeemed against a future villa only holiday, valid for 3 years.

Departures from 10th August ( excluding TUI ) :

- Balances will be extended and will be reviewed regularly, in line wth any changes to FCO guidance - accordingly, we may make changes to our advice, at short notice.

Departures up to and including 30th July

- All customers' holidays ( Flight Inclusive Package, non-flight Inclusive Packages and Villa only ) will be refunded within 2 weeks after scheduled departure date.

Departures from 31st July - 5th August

- Flight Inclusive Package holiday customers and Non-flight Inclusive Package holiday customers will be refunded within 2 weeks after their schedued departure date.

- Villa only customers will receive a voucher to be redeemed against a future villa only holiday, valid for 3 years.

Departures from 6th August ( excluding TUI ) :

- Balances will be extended and will be reviewed regularly, in line wth any changes to FCO guidance - accordingly, we may make changes to our advice, at short notice.

Departures up to and including 28th July

- All customers' holidays ( Flight Inclusive Package, non-flight Inclusive Packages and Villa only ) will be refunded within 2 weeks after scheduled departure date.

Departures from 29th July - 5th August

- Flight Inclusive Package holiday customers and Non-flight Inclusive Package holiday customers will be refunded within 2 weeks after their schedued departure date.

- Villa only customers will receive a voucher to be redeemed against a future villa only holiday, valid for 3 years..

Departures from 6th August ( excluding TUI ) :

- Balances will be extended and will be reviewed regularly, in line wth any changes to FCO guidance - accordingly, we may make changes to our advice, at short notice.

We continue to work long hours, 7 days’ a week to help our customers get away on holiday. During this period, to help us prioritise customers in departure date order, our phone lines will be closed until further notice and we will mostly be liaising with customers online so that we can work as efficiently as possible. We will mostly use our social media pages to post occasional news’ updates.

1) What are my options if I have a Package booking and there are no restrictions on British nationals for overseas travel, but travel to, or access to the location of my villa is currently restricted or prohibited by local or national authorities to that country or region?

If you've booked a flight inclusive package holiday with us, then you're protected under the current Package Travel Regulations. This means we can offer a refund, an alternative destination, or a deferred 2020 travel date. If we are unable to source an alternative destination or defer your travel date, you will be entitled to a full refund of the monies you have paid to us.

2) What are my options if I’m due to pay my holiday balance?

Customers due to pay the final balance of their holiday can reply to us on via the link on their balance reminder email, to discuss options with our travel team should they have any queries. In order to do so, please use the dedicated email address provided upon receipt of your balance reminder, to request a call.

3) What if I've booked other elements to my holiday?

If you have made your own arrangements, such as flights, car hire, airport parking, transfers or hotel stop-overs, direct with a company other than Villa Plus, then you will need to speak to the service provider / airlines that you made the booking with. They will have their own policy in regard to how they manage these claims. You should also contact your Travel Insurance.

4) What if I decide I don't want to travel?

Please review our information above for the latest update. If holidays continue to operate, your holiday will be subject to normal booking conditions and cancellation charges will apply.

5) I have a trip booked but no insurance. Can I buy it now?

Please note that most major Insurers, including ANY new policy that you purchase through Villa Plus, have suspended new policies offering travel disruption cover due to Coronavirus (COVID-19/SARS) & related viral illnesses with immediate effect, from 14th March 2020.

6) If I am unable to travel, am I entitled to compensation?

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

7) What are the Passenger Locator Forms ( PLF ) we have to complete for some countries ?

From the 1st July 2020, some EU countries have introduced a mandatory Passenger Locator Form ( PLF ) which must be completed either prior to your arrival in the country.

From the 1st July 2020, some EU countries have introduced a mandatory Passenger Locator Form ( PLF ) which must be completed either 48 or 24 hours prior to your arrival in the country, so please check the FCO advice for your specific country of travel which will provide full guidance instructions. Currently, the following applies:

GREECE - all UK travellers must complete the PLF form, 24 hours prior to departure. Failure to do so in advance may result in your carrier not allowing you to travel, or a 500 Euro fine on arrival and the Greek authorities not allowing you to enter the country.: https://travel.gov.gr/#/

SPAIN - all UK travellers the form must be completed at least 48 hours before travel, failure to do so in advance may result in your carrier not allowing you to travel. The form must be completed for all members of the party travelling, otherwise you may be denied entry to the country: https://spth.gob.es/

CYPRUS - all UK travellers are required to complete the required forms before travel. Failure to do so in advance may result in your carrier not allowing you to travel. All travellers are required to take a PCR coronavirus test before travel to Cyprus and will need to have received test results back confirming they have tested negative for Coronavirus, within 72 hours of their travel departure date. These test results must be presented to the local authorities / border staff, on entry to the country and can be in the form of an email or SMS, but must show the date and time the test was carried out and the type of test ( PCR. ) From the 1st August 2020, the UK moves into Category B for Cyprus visitors and prior to travel, all UK travellers must must complete the country entry form on the following link: https://cyprusflightpass.gov.cy/

UK - All travellers returning to the UK after a stay overseas also have to complete a PLF form - advisory details can be found on UK Government wesbite on the following link: https://www.gov.uk/provide-journey-contact-details-before-travel-uk. The UK Passenger Locator Form (PLF) will need to be completed 48 hours before re-entering the UK for all passengers: https://visas-immigration.service.gov.uk/next

Travellers from non-UK countries must check the desinaton entry instructions applicable for their specific country of origin.  

Please remember to carry a copy of your booking, flight, accommodation and travel documentation with you, as you may be asked to produce this by local authorities.

8) How will I know if I can go on holiday?

If your original holiday plans remain unchanged then we will either email your travel documents to you, or give you access to these via our online portal. * IMPORTANT NOTICE Due to the current circumstances and logistical considerations around Conronavirus Covid-19, throughout July 2020, we are manually issuing ticketing information to customers and therefore our stated timescale has decreased. We will now send your ticketing documents approximately 3 days prior to your scheduled departure date.

9) Why did you refund villa only bookings on some dates, but have now changed your policy ?

We monitor the announcements and advice from the FCO constantly and that advice changes almost daily.  Clearly this impacts upon us as a business and we must balance managing our business, whilst giving as much flexibility as possible to customers.  By offering a voucher valid for 3 years, we are doing all we can to help those customers that have been affected, unexpectedly in some cases, to get away this summer to destinations that are open, or if they prefer, can choose to holiday at another time over the next few years instead.

IMPORTANT NOTE: All customers are recommended to have appropriate travel insurance in place, from the time of booking their holiday.

Villa Plus are ABTA members and are ATOL protected. ABTA also provides assistance and we abide by their Codes of Conduct. Flight inclusive package holidays booked with Villa Plus are protected under our ATOL licence.

ABTA additionally provides general information and advice to consumers regarding Coronavirus, which can be found on their website: https://www.abta.com/news/coronavirus-outbreak

General queries about your travel arrangements with us can be found in our website FAQ section.

We encourage customers to check our website for the latest travel news and remain grateful for their patience and understanding.