Last updated: 13 August 2021
We are currently experiencing high call volumes. If you are due to travel from 03 October 2021, please e-mail email@example.com.
We advise all customers to take out a valid travel insurance policy from the point of making a holiday booking. We recommend that customers check their policy to ensure that it is appropriate for their chosen travel itinerary.
Please see below for a Q&A for customers.
For full information relating to the Coronavirus outbreak please visit the Government website for more information on the risks and advice on the preventative measures.
Coronavirus advice for customers
ABTA continues to provide advice for passengers including a Q&A on COVID-19. Please CLICK HERE.
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The New Normal For Travelling
As the ability to travel and enjoy holidays finally becomes possible again, there are some important points that we feel we should bring to your attention. The following information is provided as a general guide and is not specific to your booking, this is more general observations and points to consider. Specific information relating to the travel and accommodation that may be provided in your arrangements will be made available on your booking documentation. The world is opening but is quite different.
Whilst we are all excited that the ‘new normal’ is ahead of us, it is important to point out that your experience of travelling will likely be quite different to the last time you went overseas. From airports to transfer coaches, taxis locally and the facilities you enjoy in your hotel, there will be many changes, some slight and to be expected some more noticeable. You may be required to carry face masks and wear them at different times, for customers who have pre booked specific seats on a plane for example, you may find that the airline is adopting an approach to take some seats out of service to manage social distancing. In the hotels you may find the meal arrangements include stipulations to pre book to manage the number of people gathered together.
Whilst all of these alterations will have some impact on your experience, this may be the ‘new normal’ and whilst we appreciate this may change how you feel about your holiday, most Tour Operators don’t class this as something that entitles customers to cancel their arrangements without forfeiting cancellation charges.
We do understand that some of our customers may prefer to defer their arrangements to a later date and we will do whatever we can to accommodate this. Charges incurred in any change are likely to be made and the terms of the various Tour Operators and travel suppliers would be discussed with you before agreeing to proceed.
Most Tour Operators that we use, follow the Foreign and Commonwealth Office travel advice, they will observe their guidance which determines if arrangements can go ahead or not. The travel entry requirements are listed on each countries specific page and we urge all customers to keep checking that information when making their decision around travelling and how safe it is, we cannot give you the answer and each customer must make their own decision based on the various information available, we will however ensure we signpost to the information to help you make your decision. It is also important to note, that if you are travelling on an indirect flight that the entry requirements for all destinations are checked on the website detailed below.
This website may be useful: https://www.gov.uk/foreign-travel-advice. This is the Foreign and Commonwealth Office website, which since the Coronavirus outbreak began has been offering British nationals advice. Initially with advice to some countries saying that you shouldn’t travel unless it is essential (you have to be the judge of what is essential) and later to advise “against all but essential travel” to any overseas destination. This will slowly relax and each country will have its own specific guidance.
Entry requirements can change at any time, we strongly advise that you check the FCDO website for the latest guidance. In addition, the FCDO can also advise on the type of test required for the country you intend to visit.
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- If you have a holiday booked with us travelling within the next 7 days
- Suppliers are contacting us in departure date order. We are contacting our customers in turn as soon as we receive notification from the suppliers, thank you in advance for your patience.
- If you have a booking with us and you have been advised of a hotel closure.
- A member of our team will be in touch with you shortly. Please be patient as we will be contacting our customers in date of departure order
- If you have a holiday booked with us travelling in more than 7 days
- Your booking is currently unaffected unless we contact you. Should this change, please be patient. A member of our team will contact you in departure date order.
- If your holiday balance payment is due to be paid.
- Please contact us via e-mail firstname.lastname@example.org or on live chat to discuss your options. You can chat to us here
- What happens if my travel plans are affected?
- Your travel plans may be affected in different ways, we will contact you if your holiday is affected to
discuss your options.
Each holiday booking is different, and options will depend on your tour operator, departure date and destination. It is and therefore important for us to discuss your individual choices and preferences with you.
The safety of travellers is a priority for travel companies, and their decisions will follow Government advice, which is based on their objective assessment of risk.
The Foreign Office has a specific page with more information on Coronavirus.
- What if I want to change my travel plans?
If you have concerns about your holiday, it might be too early to say that your holiday can not go ahead as planned (see specific departure dates we are currently working on above). Therefore, customers with future departure dates will need to wait to find out whether the advice changes and their holiday can continue as planned. If you cancel early you may have to pay cancellation charges.
Each Tour Organiser has their own process for managing future departures; Customers should monitor FCO advice and updates and ensure that we have up to date contact details so we can get in touch if necessary.
Some travel companies are choosing to offer more flexible booking policies as a result of customer concerns over coronavirus, we can advise you on these.
Customers with an existing package holiday booked, and those considering making plans, can have confidence that there are protections in place for package holidays should the travel advice change.
- If I cannot follow my initial travel plans due to the Coronavirus outbreak, 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 the tour operator.
- What if I'm unsure about going on my holiday?
The Government advice is based on its objective assessment of risk and will always put the safety of UK
citizens first. The Government will advise against travel when it judges the level of risk to be
In the current circumstances, each tour operator decides on the departure period they are working on to allow amendments or cancellations. If your booking falls beyond this period, you are free to make the choice not to go, but there is no obligation on your holiday company to give you a refund. Normal cancellation charges will apply.
It is highly unlikely that you will be able to claim any cancellation charge on your insurance as there is not usually cover for disinclination to travel, but you can check the terms of your policy.
The safety of travellers is a priority for travel companies, and their decisions will follow British Government advice.
- I have a pre-existing medical condition and do not want to travel – can I get a refund if I cancel my holiday?
As with the above advice, you’re free to make the choice not to travel, but if the FCO are not advising
against travel to your destination then there is no obligation on your travel company to give you a
refund. Normal cancellation charges will apply.
If your GP has advised that you do not travel, and provided you with official documentation to confirm this, then you will need to check the terms of your travel insurance policy to see if you can claim any cancellation charge back.