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Last updated: 30 March 2020 13:58 GMT
Please find an open letter from our CEO here.
The situation is changing daily and we continue to follow guidance from the government and The Department for Health & Social Care. As a result, this page will be monitored and reviewed regularly.
We continue to review all our policies daily and are seeking advice from the government.
During these difficult times the safety of our people, our customers and our property owners is of paramount importance to us.
We continue to waive our amendment fee through Your Account online for travel up to and including 4th June. If you are due to depart in the next 7 days and wish to get in touch, please email us at email@example.com
Amend your booking
What if I am due to travel during the ‘stay at home’ measures?
We have sent an email communication to all customers who have a booking due to start between the 23rd March and 14th April 2020 – During the government ‘stay at home’ order.
To support our customers in these difficult times, we have continued to offer the ability to change the dates of their holiday. Customer safety is our primary concern, and therefore we have waived our normal amendment fees. Customers can amend bookings through their account.
We can also facilitate a request for a credit to your account from the holiday home owner. We will also credit our portion of the holiday to ensure customers receive 100% back in credit. Customers will then be able to use this credit to book a holiday at any property within the next 24 months across any of our brands.
Why have I been sent key collection details for a holiday departing between 23rd March and 14th April 2020?
A small number of key collections details were accidentally sent to customers in error for holidays departing before 14th April. Please accept our apologies as this was a system error and you can disregard these instructions.
How are you working with your Home Owners?
As an agent for the holiday home owners, we are working closely with them on how we can facilitate the amendments to enable customers to transfer their bookings to a later date. The booking contract is between the holidaymaker and home owner and we are working closely with them to keep them up to date on the ever changing scenarios as their agent.
I have a upcoming booking, can I still go?
On 23rd March 2020, the government issued the instruction that everyone must stay at home.
Therefore, you will not be able to travel to your holiday destination. Supporting our customers through this period is our primary concern, and we will allow any customer impacted to amend their booking through your account and our usual amendment fee waived.
Please refer to our amendment policy to see if your booking is eligible.
What should I do if I am currently on holiday?
We strongly advise that you follow government guidance.
Am I covered by travel insurance purchase through the Sykes Group?
If you purchased travel insurance through Sykes or one of our Sykes group brands before 17 March 2020, then you will be covered if you are diagnosed as having contracted Covid-19 or are required to self-isolate if you suspect that you or a member of your household has contracted Covid-19.
If you purchased travel insurance on or after 17th March 2020, then you will not be covered.
For claims on policies purchased up to and including 31/12/2019 please contact 03450 744 838
For claims on policies purchased on or after 01/01/2020 please contact 01612 198702
Can I amend my holiday?
We are working to support our customers so have waived our normal amendment fees for customers impacted by Covid-19. We are continuously monitoring the situation regarding this and it is important to us that we offer support and reassurance to our customers during this time. Please find our amendment policy here and please visit Your Account to amend your holiday
Why am I being quoted a higher price to change my dates?
The price of your current holiday is based on this years pricing and can adjust throughout the year as seasonality changes. This is a standard practice for all companies in the travel industry, as prices are generally higher where there is greater demand.
If you try and move your dates to the same time in 2021, then please bare in mind the day of the week you were due to arrive this year and try and select the same day of the week next year. For example, if you were due to arrive on Saturday 28th March 2020, then you should select to arrive on Saturday 27th March 2021. Selecting similar dates for 2021 will minimise an increase in prices due to inflationary increase and property demand increases. We have not made any upwards pricing amends as a result of the current situation.
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Log into your account now to change the dates of your holiday:
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Please have your booking reference ready when calling, eg. AB12C-34-EN
Due to current circumstances, the expected waiting time to reach an advisor is much higher than usual, thank you for your patience.
Please submit your request with your booking reference below. This will help us locate your booking and get back to you as quickly as possible.