Things remain much the same as our previous update with our staff working remotely from home. They are operating with secure access to our systems and continue to progress, in date order, with all customer whose bookings have been affected.
We are now finding that many of the flight and accommodation operators are only advising of cancellations seven days prior to the due date of departure. This is to best organise the formidable administration process of dealing with millions of cancelled future travel arrangements.
As it would not be prudent to update our booking records until we have 100% confirmation from suppliers, we are unable to provide you with final options until all elements have been cancelled. Where we are aware of cancellations to services outside of seven days of departure, we will, of course, contact all impacted customers to advise.
Therefore, if you have a booking that is due to travel outside of seven days from now and haven’t yet been contacted by one of our team, it will be because we do not have final status. Please bear with us whilst we carry out this process so that when we do contact you, we will have accurate information.
We understand the process of waiting is very frustrating, but we continue to ask for your understanding and support at this time. There has been a worldwide impact on all travel companies of which we are a single element, and we hope you understand our limitations within the greater arena. However, our focus remains on our own, valued customers, and we act in your best interests at all times.
Should you not wish to wait for us to contact you with options, you are able to cancel your holiday prior to your suppliers’ confirmed cancellations. However, this would incur cancellation charges, in line with our Terms and Conditions of booking.
We continue to prioritise outbound calls to customers that are due to travel imminently or within the currently affected window of travel dates. Since the general suspension of travel commenced on 17th March 2020, we have helped over 3,000 customers with their affected bookings and we will maintain this momentum until the crisis is finally over.
If a balance payment for your future booking becomes due, we will contact you to discuss your options. Where possible we will try to extend the balance due date but this, of course, will depend on the operator’s policy which varies from one to the other. Where this is not possible, failure to pay your balance for a booking due to depart on a future unaffected date will result in loss of deposit, in line with the operator’s terms and conditions. However, should your holiday be cancelled after your balance has been settled, all your options will still be available to you and, in the meantime, you are fully protected under our ATOL bond.
Although the situation has not significantly changed in the last couple of weeks we remain fully up-to-date with information provided by all agencies, including the UK and worldwide Governments, and our suppliers, regarding the suspension of services. We understand that you will have questions and concerns about your travel arrangements but advice for travel after 31 May 2020 remains unclear. We will provide customers with accurate and confirmed advice as the situation evolves.
If you are due to travel after 31 May 2020, we ask you to please continue to be patient and allow us the necessary time to deal with bookings prior to this date.
If you have an urgent issue regarding imminent travel (before 30th April) or a repatriation issue please email us on email@example.com and we will respond as soon as possible.
Our next update will be sent on 17th April 2020, so please check your email or our website for this information.
The constraints of this crisis will undoubtedly impact the quality of service we are able to provide, for which we apologise, and we want to thank you for your cooperation and understanding at this very difficult time.
We wish you the best of health.
Jetline Holidays Team