A FULLY LICENSED & BONDED TRAVEL AGENT COVID-19 FAQ COVID-19 FREQUENTLY ASKED QUESTIONS Department Name Email Philippines Marvin marvin@clubtravel.ie India Haarish haarishm@clubtravel.ie Pakistan Zohaib zohabib@clubtravel.ie China Yi Sun Lulu yi@clubtravel.ie Brazil Adriana ashanches@clubtravel.ie General Enquiries Club Travel enquiries@clubtravel.ie REFUNDS All refunds will be processed according to the rules and conditions applied by the end suppliers i.e. Airlines and Hotels / Apartments etc. The Supplier Rules and Conditions for Covid-19 cancellations vary considerably, and are changing on a daily basis. Some suppliers are offering refunds, and others a credit note. Some suppliers are applying normal cancellation fees unless the DFA advises against all non-essential travel to the destination on the dates you are due to depart. For the current DFA advise, please go to https://www.dfa.ie/travel/travel-advice/ We are sure you will understand that currently we are giving priority to clients abroad trying to get home, or clients due to travel within the next 7 days. We are also processing refunds where permitted by the end suppliers. As you may be aware, all travel companies are experiencing an extraordinarily high volume of refund requests, and there may be delays in the system as a result. We are currently estimating an average turnaround time for refunds of 16 weeks. Once a refund or credit note has been received, we will forward to you immediately. FAQ'S Q: I am abroad at the moment and I am trying to change my flight to get home – what should I do? A: If you are abroad and need to get home please contact your travel consultant above Q: I am abroad at the moment, do I need to return home earlier than planned? A: Our recommendation is to return to Ireland at the earliest opportunity, given the possibility that more countries may close their borders, or airlines may cancel flights. However, this is only our recommendation and this decision is entirely yours to make. For up to date official advise please refer to https://www.dfa.ie. If you are abroad and need to get home please contact your travel consultant above Q: I am due a refund as my flight has been cancelled – how do I apply? A: Our staff will apply for the refund on your behalf and process this as soon as possible. Please note that due to the unprecedented number of refund applications due to the Covid-19 outbreak, many airlines & hotel suppliers are experiencing delays in processing refunds. We are unable to offer a refund until this has been processed by our suppliers, so please understand that you may experience significant delays to complete the refund process. Rest assured that we are working on your behalf to complete matters as quickly as we can. Please note: Refunds are only possible where airlines & hotel suppliers permit. These are changing regularly, and airlines will not refund customers if the flight has not been cancelled by them, regardless of government restrictions. NB*** IF the airline you were booked with Qatar, British Airways, Virgin Atlantic, Air France, KLM or Delta you will be only entitled to a voucher for future travel, this needs to be applied for on the airlines website directly If you are abroad and need to get home please contact your travel consultant above Q: I have not yet left Ireland. Will my flights be cancelled? Should I change my dates? A: As soon as we are aware if your flight has been cancelled we will actively contact all clients that are affected. We do not know which airlines will cancel flights outright, and which will cancel only some flights as this is continuously changing by the hour. Most airlines, with a few exceptions, are allowing free changes for travel at a later date. Q: Ryanair have stopped all flights from 24th March – when will these operate again A: We do not know when Ryanair will start to operate flights again, and can only deal with the flights that have been affected so far for our clients. If you have been affected by a Ryanair flight we will be in touch with you – and as above, this will be in Priority of Date Of Travel Order. Q: What if my flight is still operating but I don’t want to travel – will I get a refund? A: Most airlines are offering free changes on flights, and you pay the difference in fares and taxes if applicable but do not pay the change fees. As each airline is different, we only know for certain once we look at bookings on a case by case basis. We will prioritise these requests based on your date of travel, with utmost priority given to people affected within the next 72 hours. 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