What has happened so far?
Since international travel became a logistical impossibility some 15 weeks ago, we have postponed and rebooked over 1,500 bookings that have so far been affected, and we expect this number to continue to rise. As you can imagine, this is an exceedingly time consuming and complex process across all our brands.
For a more detailed ‘Business in Covid’ update, please click here Coronavirus Business Update
How do I know if my holiday is going ahead?
If your holiday begins before the below dates we’re sorry to say that your trip has been postponed due to COVID-19. If your holiday is affected we will be proactively contacting you to discuss your options.
All departures departing beyond the below dates are currently planned to go ahead and we ask that all payments be kept up to date as per your booking confirmation.
|Galapagos Master||Can Operate|
|Solomons PNG Master||9-Feb-2021|
*It is worth noting that as destinations begin opening, there may still be international travel restrictions in place that affect your ability to reach the vessel. Please continue to monitor any governmental advice and international travel restrictions in relation to your cruise.
Can I amend my booking?
We understand that you may want to amend your booking. Amendments are made on a booking by booking basis and though we are trying to accommodate wherever we can, however, this may not always be possible. We will consider both destination restrictions and guests personal circumstances when reviewing booking amendments.
What is a credit note?
If you wish to reschedule your holiday, but cannot yet commit to a new date then a credit note has been issued to give you the flexibility to book the holiday of your choice in the future.
While we fully expect to deliver on all credit notes when operations begin again, you may, of course, worry that your funds are no longer protected. Please be assured that this is not the case and credit refunds are protected in the same way as your cash payments. You can read more here.
In the event the company fails, the monies within your Refund Credit Note (RCN) are covered by the CAA. You will get repaid.
Some RCNs are issued solely due to the COVID-19 Pandemic. If you have a RCN due to the Covid-19 pandemic, it expires on 30th September 2021 and can be exchanged for cash by 30th September 2021 if it is not redeemed against a new booking by that time. This RCN or an ATOL protected holiday purchased with it, is protected under ATOL subject to the terms of the ATT Payment Policy. If this RCN is redeemed against a non-ATOL protected product that new product will not be ATOL protected. This RCN is non-transferable and should not be resold. Any additional incentive such as an increase in credit value will not be ATOL protected. Your RCN covers the value you have paid against your original booking.
Please get in touch when you are ready to use your RCN against a new booking.
How can I speak to a member of the team?
Our team is currently operating with much fewer staff than normal and across fewer time zones. This means that our phone lines are open for a shorter period of time and you may not always be able to get through. Our current availability by telephone is at the following times:
UK (GMT +1): 08:30 to 17:00
TH (GMT +7): 14:30 to 17:00
UK Number: +44 1752 480808
USA Number: +1866 258 6398
TH Number: +667 636 7444
If you cannot get through by telephone, or if you prefer to contact us via email, then we can still be contacted on both firstname.lastname@example.org / email@example.com and through our website on live chat, Facebook, twitter and Instagram.
We currently have an experienced team in Thailand and in the UK assisting with all bookings, though as previously mentioned, their numbers are much reduced so please try to be patient. Staff across both offices have extensive experience in managing bookings and are more than happy to assist where possible and we will be in touch as soon as we possibly can.
Our standard Terms and Conditions apply.
If you cannot travel due to Covid-19, we will honour the monies paid to us and move the booking to a later date. For this to be applicable, one of the following must apply:
a. You have contracted the virus within 30 days to departure and can provide medical evidence to support this
b. OR Within 14 days to departure, your final destination country prevents you from entering due to their governmental guidelines and restrictions on your country of residence
c. OR Within 14 days to departure, your country of residence prevents you from departing due to their governmental guidelines and restrictions on the embarkation point for the liveaboard
If any of the above do not apply, it is your responsibility to get yourself to the point of embarkation.
The ‘Corona Clause’ can be removed at any time.