To all of our valued clients,
Firstly, Oneworld Travel Group hope you are all keeping as well and safe as possible during what is an unfortunate situation for the travel industry and the entire world.
We are honoured to have been serving our community over the last 18 years; we hope that when the dust settles, we can continue to do so. But these are unprecedented times, so please bear with us. Our travel, administration and accounts teams are working relentlessly to cancel, update, rebook holidays, and bring people home. I know many businesses will be in a similar situation, and I hope you can all be patient with us.
Unfortunately, most of our airline partners are currently refusing to offer full refunds. Instead, they are only offering credit/travel vouchers or free date changes (terms and conditions apply). We have made it clear how unfair we feel this is, and ABTA and the Civil Aviation Authority have confirmed that we should advise you to *claim on your travel insurance*.
As it stands, we are not receiving refunds from our suppliers, so you can imagine the financial pressures on us for our large number of clients. However, the announcement from the Foreign & Commonwealth Office triggered clauses with most insurance companies, so clients are entitled to a refund if travel is within the 30-day period. If your insurance company refuses your claim, please get in touch with us.
The best situation for all of us is if you, as the clients, rebook your holidays. I appreciate you are trying your best to do this but are understandably worried and uncertain for the future.
We will continue to do everything we can to help all of our clients and appreciate your patience and continued support during these difficult times.
Look after yourselves and each other,
Oneworld Travel Team