Coronavirus - FAQs

  • Wednesday, July 8, 2020

Booking

Can I book a holiday for later this year?

Yes - We are accepting bookings for holidays this year and next!

To put your mind at ease, we are offering more flexibility when you book with us. If you book a holiday now but as you get closer to your departure date you are not comfortable with the situation at that time, our standard booking terms will apply, however we will waive our admin fee should you wish to make a change to your holiday date subject to having paid your balance.

You will find entry requirements for each of the countries that we offer holidays to here. 

 Please rest assured that if we have to cancel your holiday, you will be entitled to a full refund.

Is my deposit refundable?

If we have to cancel your holiday due to the government advising against international travel to your destination at 14 days or less before your departure date you can either postpone your holiday to a later date or you will be refunded everything that you have paid to us within 14 days of the cancellation.

 

If you decide that you do not wish to travel, your deposit is refundable* for all holidays departing in 2020 or 2021 that are booked between 10th August and 20th December 2020

*Up until your balance due date and not applicable for flights or international train journeys.  Flights or trains must be paid in full at time of booking (non refundable unless the airline cancel the flight) or will not be booked until the balance due date, please be aware that in this instance prices may increase from the quoted price.

New Experience Holidays may withdraw this offer at any time, any bookings made whilst the offer was running will be honoured.


Is my money safe?

Yes - all holidays booked with flights are protected by ATOL, if we didn't book your flights, your holiday is protected by IPP

Pre-Departure 

When is my balance payment due?

We still require your balance payment at 2 months prior to departure, however we are also pleased to be able to offer relaxed cancellation terms:

More than 1 calendar month prior to departure: Loss of deposit   
More than 21 days: 80% of the holiday cost   
0-21 days before departure: 100% of the holiday cost   

What happens if I book and the FCO advise against travel to the country that I am due to travel to?   

If this advice is still in place two weeks prior to your departure, we will contact you with your options. You will be able to transfer your dates or  alternatively you will be entitled to a full cash refund within 14 days. 

Due to my health I have been advised not to travel, what happens with my holiday? 

We would recommend that you contact your insurance company. 

 

What happens if there is a case of Covid-19 in the hotel that I am due to travel to? 

In the unlikely event that your chosen hotel is affected by Covid-19 shortly before you travel, we will do everything we can to find you an alternative you’ll love. If we can’t find you another suitable choice, you can change your dates or you’ll be entitled to a full cash refund for your holiday within 14 days. 

 

Can I cancel my holiday? 

We are pleased to be able to offer relaxed cancellation terms:   

 

More than 1 calendar month prior to departure: Loss of deposit   
More than 21 days: 80% of the holiday cost   
0-21 days before departure: 100% of the holiday cost   

 

We still require your balance payment at 2 months prior to departure 

 

I’m worried about travelling, can I amend my booking to a later date? 

If as you get closer to your departure date you are not comfortable with the situation at that time, our standard booking terms will apply, however we will waive our admin fee should you wish to make a change to your holiday date subject to having paid your balance.  

 

What if my chosen destination has a two week quarantine upon arrival? 

The situation around Covid-19 is constantly changing more and more restrictions are being liftedIf when you are due to travel, there are quarantine measures in place in your destinationwe will work to find you an alternative or move your dates to later in the year. If we can't find anything you're happy with, you are entitled to a full cash refund. 

 

Will my insurance cover me? 

Now that FCO travel advice has been eased, the more comprehensive insurance policies are beginning to offer medical against Covid-19 again. Please ensure that you check your policy thoroughly before purchasing your insurance 

While You Are Away

What new health and safety measures are the airports and airlines implementing? 

New measures have been introduced at all UK airports, including readily available hand sanitiser stations throughout airports less document handling, perspex screening, and all planes will be disinfected thoroughly between each flight. At some airports you can pre-book security checks to avoid the queues. Additional checks may be in place, so give yourself plenty of time to get through the airport.  You will be expected to wear a mask whilst at the airport and on the flight.  You will also need to have your boarding passes downloaded to a mobile device. We will provide you the relevant information on how to do this. You may be subject to selection for a health check at any stage of your journey. 

You will find a useful video here.  Please check your airlines website for up to the minute information on their latest procedures 

Will I have to wear a mask at any other times? 

As well as at the airport and on your flight, most countries have made it compulsory to wear a mask whilst on public transport.  In some countries it is also a requirement in public areas including hotels and shops.  Please note that we do not provide masks and you will need to ensure that you have sufficient masks for the duration of your holiday  

I am concerned about local busses and trains, do I have any other options? 

Private car transfers are included, or available as an option, on many of our holidays.  If this is something that you would be more comfortable with please mention it when enquiring and our sales team can guide you in the right direction.  Even if it does not mention it on our web page, this may be an option that we can provide on your quote if you wish, just ask! 

What is happening at my hotel(s)?  Will all of the facilities be open? 

Governments in each of the countries that we work in have been working hard to ensure the safety and security of touristsThey have put stringent requirements in place for hotels to re-open.  All of our suppliers have confirmed that they comply with our standards as well as their local government standards.  Read more about this here.

For specific information for your hotel, please check the accommodation page for your holiday on our website.  Most changes are to ensure social distancing is possible. So, where a hotel used to offer buffet meals, they may now be served at the table, or if they have a pool it might be closed or open but with limited access. Due to the rapidly changing situation this is subject to change, however we will endeavour to keep our website as up to date as possible. 

Will the bars and restaurants near my hotel(s) be open? 

In the countries that we are able to operate holidays in, the bars and restaurants are able to open.  Most establishments have reopened with social distancing measures in place.

Will the walking aspect of my holiday be affected? 

We can see no reason why the walking on your holiday will be adversely affected by or any measures in place to help control Covid-19. 

What happens if I catch the virus while I am on holiday? 

In the event that you do feel unwell whilst abroad, we ask that you comply with instructions given by the health authorities. We along with your insurance providers will assist you with the necessary procedures, you will not be left to work it out for yourself! 

 

What happens if the country that we are in gets locked down again while we are on holiday? 

We along with your insurance providers will assist you with the necessary procedures, you will not be left to work it out for yourself. 

VIEW WALKING HOLIDAYS IN Switzerland