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Update: 11 May 2020
Due to Government recommendations, around social distancing and the welfare of our colleagues, our contact centre is temporarily closed. However, our crisis team are working remotely to be able to assist you.
We will be updating this page on a regular basis to keep you informed on the latest situation.
We fully appreciate, that you will have concerns regarding your upcoming travel plans. We currently have a Covid-19 crisis team in place, who are working closely with the Foreign and Commonwealth Office (FCO) as well as our Airline Partners and overseas agents, to supply the most relevant and up-to-date information for all our customers. We will be updating this page on a regular basis.
As you can appreciate, we are experiencing a high volume of queries, as a result we are having to prioritize customers on a departure date basis, where customers travelling before the 14th May will be contacted first.
Of course, your booking is very important to us, however, it may take a little longer for our team to contact you. As the situation is constantly evolving, we are continually monitoring the FCO travel advice and will contact you if your holiday arrangements are impacted.
Customers travelling between 01 May – 14 May will receive a communication on Friday 24th April outlining the four options which are available to you.
Customers travelling between 15 May – 22 May will receive a communication on Wednesday 06th May outlining the four option which are available to you.
Customers travelling between 23 May – 31 May will receive a communication on Friday 08th May outlining further information regarding your travel arrangements.
Customers travelling from 01st June our standard booking conditions currently apply we will update you accordingly, when we have further information but this is not likely to be before Friday 18th May
If there is no FCO advice regarding your holiday destination, the holiday will be provided as planned and normal booking THG Holidays Terms and conditions apply, but please be assured that we will be closely monitoring the situation and should the official advice change we will contact you as soon as possible.
Balance payments should be paid in line with what has been laid out in your holiday confirmation which was send to you shortly after booking. For those customers that have balances to pay please can you e- mail email@example.com and we will give you further instructions on how to pay. Please be advised that our Admin team are only actioning balance payments on Mondays and Thursdays.
Please only try to contact us if you have imminent travel plans using the e-mail firstname.lastname@example.org
We understand this is a stressful time for all involved, and we appreciate your understanding, patience and kindness to our team who are working tirelessly to respond to each query
Thanks, The THG Team.