THG Updated Safeguard Policy

THG Updated Safeguard Policy


THG covid policy

We appreciate that these uncertain times means that booking conditions are more important than ever and we are committed to looking after our customers during this difficult time. 

The well-being of our customers is our top priority, and with ongoing challenges and uncertainties as a result of the global pandemic, we continue to offer greater support and assurance for our customers who are considering travel over the next few months. Our revised policy aims to provide greater flexibility in our booking conditions, allowing you to postpone or change your holiday dates where needed

Our covid booking conditions:

Low deposits starting from £150 – Less commitment with just as much holiday. Allowing our customers to confirm the booking with our lowest ever deposits

Carefully selected Covid-19 friendly hotels – We have collaborated with our partners abroad to hand-pick covid-19 friendly hotels, ensuring that the relevant health and hygiene standards are implemented at each property and where we are satisfied social distancing measures are in place

New balance due date - Now reduced to 10 weeks prior to departure, giving you extra time to ensure you are still happy to travel*

Flexi option (Delay) – Allowing our customers to alter travel plans up to 6 weeks before departure date without any extra THG administrative charges should conditions be imposed that either prevent travel or make the holiday restricted in any way

Flexi option (Change destination) - Should you change your mind up to six weeks prior to travel and want to change the holiday we will reduce cancellation charges to loss of deposit and issue a THG credit note for the remaining value of the holiday to use on any other destination we offer

Full Cancellation – if either we cancel the holiday or FCDO advises against travel to your chosen destination then you will be entitled to a full refund or we would look at a suitable alternative for you.  If the cancellation is made for any other reason, then we would change the dates to a suitable alternative. 

24 Hour support – Our experienced team can supply 24-hour support 7 days a week in case you were to need it on your holiday overseas*

Need further confidence? – Check out some of our reviews below in which we received during the pandemic.

“Many thanks for your email, I can confirm I received your cheque today for which many thanks. Once again may I stress how helpful all the staff have been, particularly Jane and Bev. Good luck and I hope you manage to weather the storm” – Sarah

“I just wanted to say thank you so much for all your hard work in getting the refund repaid it’s much appreciated. Also wanted to say a big thanks to all your lovely team I have had an exceptional service from you especially yourself & Gareth Rees wishing you all the best for the future & look forward to booking with you again in the near future” – Georgina

“We had the misfortune of having our honeymoon cancelled but I would just like to put on record how thoroughly impressed we have been with your customer service and professionalism. This is the first time we have used you and we feel a massive sense of loyalty to stay with you through this difficult time and have made a pledge that our holidays will be booked with THG.  This is a direct consequence of how professional you have been. Please stick in there and we hope to be booking something with you very soon” – Alan

Further Queries
We fully appreciate, that you may still have concerns regarding your upcoming travel plans or before booking a new holiday.  The office will operate 6 days a week from 22 March 2021 between 0900 – 1730 to discuss any concerns you have and provide any help and support that is required.

If you prefer to contact us by email please send to customersupport@thgholidays.co.uk and a member of our team will get back to you. 

Although we are extending our opening hours we are still operating with reduced staff numbers and your understanding, patience and kindness to our team who are doing their level best to assist all our customers at this time.

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