BULLETIN LIBRARY

Managing Director Michael Edwards addresses trade partners of Lime and Aviate, who are affected by current disruptions to travel.

INDEX

1 – Intro
2 – Refunds – Flights
3 – Refunds – Groups
4 – Key airline news
– Virgin Atlantic
– South African Airways
– Air Mauritius
– Comair
5 – Telephone service
6 – System functions update

 

1. Intro

Well the news of the effects of Coronavirus keeps coming.

This week, Virgin announced the closure of their Gatwick operations with a reduction in fleet and a focus now for the future purely on Heathrow and Manchester departures. This does not mean a cessation of all their current destinations they serve from Gatwick but a shift of operations to Heathrow. We are of course all hoping our key and most popular routes will be retained. BA, Virgin and others are now planning to make considerable job cuts and, I think, we all know the travel business will not be the same for years to come. And now Comair in South Africa have announced plans for financial restructuring. We will all have to adapt.

The Travel Innovation Group and our teams are uniquely well placed to adapt, as necessary. Lime has a long-standing, strong and unique partnership with BA and its sister airlines. Aviate is the leading UK specialist, tour operator consolidator and a major leisure supplier to most of the world’s key airlines. We also have a significant technology company Calrom that develops all our technologies – which has enabled us, during this crisis introduce new user and behind-the-scenes system features to assist us and deliver services to our customers, where possible.

I am pleased to confirm that from Wednesday 13 May, we will be reopening our telephone lines for our UK customers. Thank you for your patience so far. As I have previously mentioned in these Bulletins, our telephone system does not have the functionality to operate in a homeworking environment and therefore this has precluded us from easily switching back on our phones. We have considered things carefully and in line with government guidelines, we will be reopening our offices for a select number of staff who will now operate the Customer Support phone lines, whilst their colleagues remain at home dealing with emails, etc. As this will be a select team only to enable us to manage social distancing rules etc, then please, only use the phones for critical calls. I hope this continues to show our endeavours to providing as wide a service as possible to our customers, as soon as practical, during this crisis. Full information in section 5.

2. Refunds – Flights

As you’ll know from previous Bulletins – and from receiving your refund payments by now – we have had a solid structure in place for refunding your IT, Published, Seat Only tickets where due.

Refund timeline

Exceptions: As previously highlighted, if, due to the airline’s policy, a refund must be processed via the Offline BSP facility (this method is confirmed on your refund email confirmation), we are in the hands of the airlines as to when we will receive these funds from them which will affect when we can make the payment back to you the tour operator. Unfortunately, these may take considerable time with some airlines estimating between 12 to 16 weeks.

*We will need these clear funds from IATA/the airlines before processing your Refunds to you.

 

 

3. Refunds – Groups

We understand that getting back funds paid for Group flights that subsequently don’t operate is key for your business. Due to their more complicated process, refunds for group bookings have been harder to place into a structured cycle, however I can now confirm the timelines for both Lime and Aviate (inc Virgin Atlantic Flightstore). Our Groups and Finance teams are endeavouring to work to these schedules to get monies back to you, but there are many complications that will affect individual bookings:

  • Many airlines are forcing refunds offline via BSPLink so they can authorize them individually. This will significantly slow down the refund timeline. We estimate refunds made via BSPLink will take 10 to 12 weeks to be authorized and then be paid back to us. You can see a list if airlines and their refund methods in our summary reference guide here
    • Groups’ refund policies and processes vary from airline to airline, and airlines have changed policies as the situation has developed. Your individual group Terms will have been confirmed to you at the point of group cancellation.
  • Deposits may be held by airlines in different formats (ie EMDs) and we have to apply for these offline directly to the airline.
  • Some airlines are not dealing with Group refunds currently, making it impossible to estimate timelines for these at all.

 

Lime British Airways Groups refund timeline

Notes: This timeline covers all stages of Group bookings – deposited, full paid and ticketed.
Refunds applicable to the relevant commercial policy/T&C’s in place at the time of cancellation for refund values.

*Dates are based on BA payment for refunds and presume monies are refunded to Lime by BA in line with this cycle


British Airways Group policy extension

British Airways have updated the travel dates that unticketed Groups refunds are permitted on, to include
bookings travelling between 01 July and 31 August 2020. Cancellation requests must be made by the airline’s
deadline of 22 May, and in order to achieve this we ask that you raise the cancellation request with us 48 hours
prior to this date to allow time for our team to action it within the deadline. Unticketed Groups bookings not
cancelled by this deadline will be as per Standard Terms & Conditions. Further details on BA policy can be found
on Lime’s Coronavirus Support webpage >


Aviate airline Groups refund timeline (inc VAFS)

Notes: This timeline covers all stages of Group bookings – deposited, full paid and ticketed.
Refunds which require airline authorisation (via BSPLink or other offline method) fall outside of this process.

*Dates are based on IATA payments for GDS refunds and monies are refunded to Aviate by IATA in line with this cycle. BSPLink payments will take longer.

4. Key airline news

  • Virgin Atlantic
    Virgin Atlantic has announced plans to reshape and resize its business to ensure that is it fit for the future. In a communication from Lee Haslett, VP UK & European Sales, he explained that these include moving its flying programme from London Gatwick to London Heathrow, with the intention of retaining its slot portfolio at London Gatwick, so it can return in line with customer demand. It will continue to operate services from its northern base in Manchester. The expectation is that Virgin Atlantic will operate 60% of its pre-Covid flying by the end of 2020.The airline is setting to establish itself as a sustainability leader by flying only wide-body, twin engine aircraft, and retiring its fleet of 747s. By 2022 the simplified, greener fleet will comprise of 36 twin engine aircraft reducing CO2/RTK emissions by an estimated further 10%, building on the 18% efficiency already achieved between 2007-2019.As soon as we are able to, we will update further on the impacts to schedules through the remainder of 2020, and on our popular Out of Date Range programme for 2021.

 

  • South African Airways
    Aviate are expecting to hear significant developments in the next few days on the future of South African Airways (SAA). In response to what SAA might look like in the future, the Ministry of Public Enterprises have said:“It will not be the old SAA. Rather it will be the beginning of a new journey to a new restructured airline, which will be a proud flagship for South Africa.”It has also been confirmed that SA Airlink (4Z), have ended their interline agreement with South African Airways (SA) as of 6 May. SA Airlink will no longer accept passengers issued on South African Airways tickets for an SA Airlink operated flight. All tickets issued directly on SA Airlink tickets are unaffected. We will be in contact with you directly about all affected bookings.

 

  • Air Mauritius
    As of 22 April 2020, Air Mauritius entered Voluntary Administration with the objective being to safeguard the interests of the company and continue flying once the Covid-19 crisis is over. The administrators have 77 days to submit a plan for the future of Air Mauritius however the airline believes this will have been formulated and submitted before the 8 July 2020 deadline. This plan will also have the backing of the Mauritian government.Air Mauritius have confirmed that bookings, tickets and EMD’s will be valid when flights resume. Their Covid-19 policy remains in place and gives passengers the flexibility to rebook their travel on Air Mauritius in the future.

 

  • Comair
    Comair is under business rescue in South Africa as of 05 May. The business rescue process is reported to build on the turnaround plan that Comair management was already implementing, aiming to preserve cash, cuts costs, dispose of non-performing assets and strengthen the balance sheet. In a statement, available on their website, the airline is reported to be confident that they will be better positioned to serve the flying public as the business rescue plan develops.Again, we will keep you updated as matters transpire.


Whilst we wait for future news on airlines and whilst we wish to maintain support for all airlines as they work through the challenges of this crisis, it may be prudent to protect your customers on our other airlines to maintain your options.

 


5. Telephone service

We are now in a position to enable some of our operations team to work from our office from Wednesday 13 May and will now operate the Customer Support phone lines to handle critical calls whilst the majority of our operations continue remotely. I’m confident that we can do this safely, with complete adherence to the government’s guidelines on distancing and other precautions.

Whilst I hope that this will be a welcome extension of our current communication lines, please consider our primary contact channel remains email, as it represents the most efficient way of managing the enquiries, we are currently handling. The support in doing so is enabling us to typically resolve email general enquiries within 1-2 hours, and refund processing confirmations within 24 hours. Therefore, from next Wednesday please only call our operation teams for matters of a critical nature that can’t be handled by email or online chat. Also refrain from using this channel for updates on refund statuses which I’m satisfied are being issued within the timeline and process that I have laid out in section 2 of this bulletin, and (for non-groups flights) in previous issues.

The phonelines for urgent enquiries to Flights and Groups Customer Service teams across Lime, Aviate and Virgin Atlantic Flightstore will be open Monday-Friday 09:00-17:30 via their usual phone numbers. Our Saturday service will remain email only.

6. System functions update

Following our system development in March and April to enable you greater self-management of Exchange Travel Credits (ETC), we have introduced a further feature to streamline this process.

Now instead of having to email us to ticket your disruption bookings, you can request ticketing within your account from the booking display page using the new ‘Price & Ticket’ button.

Full guidelines on using ETCs, including this new feature can be found here >

I do hope you found Bulletin 7 of benefit. Please note, future editions will be published regularly as required rather than on a set day of the week, so that we can communicate key news quicker as it becomes available.

INDEX

1 – Introduction
2 – Refunds status update
3 – Airline policy enhancements
– Emirates
– British Airways
4 – Air Mauritius voluntary administration update
5 – System functions update
6 – Key topics for bulletin 7

 

INTRODUCTION

I am pleased to confirm, we will have achieved our target and initiated all refunds due to our customers by this Friday, 1 May. There have been hiccups along the way, but the team have worked tirelessly. We all know how important it is to repay the refunds received from the airlines as swiftly as possible and give you our tour operator customers, the assurance that we are doing what we can to support you and the wider industry. In case of any bank delays please check the receipt of funds in your bank account on Monday (credit card repayments will appear later). More details follow under section 2.

From Monday 4 May, we are preparing for the next (fourth) cycle of payments. Once completed, this will mean all refund requests received from you by 15 April, for all departure dates – and if received from the airlines to us – will be repaid by 18 May latest. Whilst we hope our Bulletins have been relevant and kept you in the loop on the refund status, we have nonetheless appreciated your patience. We are also aware many other consolidators are lagging somewhat with their refund schedule and indeed some are even prioritising the refunding of their own in-house package holidays ahead of providing refunds for flight bookings to tour operators and travel agents.

We also recognise other matters are frustrating, including the lengthy time for BSP link refunds to be actioned by many of the airlines, inflexible airline policies (though I have updates in section 3 on policy enhancements from our major partners), and our telephone system not being up and running. We are working hard to try and remedy situations generally and where necessary, to support you on an case-by-case basis. On the matter of our telephones, we hope to be back on the phones soon as we believe we will be able to do so. A definite date will be confirmed in our next Bulletin, but in the meantime we are available via online chat and email, and happy to arrange call-backs where you would prefer to speak with a member of our team.

 

REFUNDS STATUS UPDATE

We are pleased to see that our proactive stance in refunding money to a defined schedule has now been adopted by other consolidators. Further to my update on our own progress in the introduction, I thought it worthwhile to drop in our refund timeline once again by way of reminder:

Refund Timeline Table

Exceptions

As previously highlighted, if, due to the airline’s policy, a refund must be processed via the Offline BSP facility (this method is confirmed on your refund email confirmation), we are in the hands of the airlines as to when we will receive these funds from them which will affect when we can make the payment back to you the tour operator. Unfortunately, these may take considerable time with some airlines estimating between 12 to 16 weeks.

Our Aviate Commercial team are however doing what they can and pressing these airlines to enact our refunds as a matter of priority. In truth, we are not sure how successful our protests will be but rest assured we are trying all avenues to achieve quicker refunds. For example, whilst Emirates latterly have introduced one of the more flexible Covid 19 policies, we have noted in the trade press, they are estimating their refunds may take until August to process. As a business we are acting swiftly to process all refund requests via the BSP link function so there is no undue extra delay from ourselves.

*We will need these clear funds from IATA/the airlines before processing your Refunds to you.

 

AIRLINE POLICY ENHANCEMENTS

Following lobbying and supplying live examples of the impact of restrictive policies, two of our major airlines have released enhancements to their policies:

EK refunds for cancelled inbound flight sectors
Emirates, in policy version 8, are now permitting fuller refunds of unused inbound flights where services have been cancelled when customers were still in resort. Refund calculations can now follow these guidelines:

1 – Unused airport tax

2 – Unused YQ even for non-refundable tickets

3 – Residual base fare value after deduction of the applicable base OW fare for the journey travelled. If such applicable base OW fare is higher than RT base fare of the ticket then process 25% of the ticketed RT base fare.

British Airways extend Exchange Travel Credit criteria
British Airways announced they have extended their Book with Confidence policy that relates to bookings made on or before 13 March 2020. In summary, Exchange Travel Credits which can now be used for bookings originally due to travel up to 31 July, and can be redeemed for travel periods up to 30 April 2022. Please see the policy overview on Lime’s Coronavirus Support page and find links to British Airways full version.

 

AIR MAURITIUS VOLUNTARY ADMINISTRATION UPDATE

Air Mauritius is currently under voluntary administration. Amidst the Covid-19 crisis, the Mauritian national carrier wishes to give itself the necessary breathing space and set the conducive conditions for restructuring opportunities in order to stay afloat.

“At the outset, it is important to highlight that Air Mauritius has not filed for bankruptcy. Our objectives as Administrators are to safeguard the interests of the company and more importantly, reengineer its activities so that it can take off again once this crisis is over”, says Sattar Hajee Abdoula of the Administrators.

The administrators are currently working with the Management to ensure that Air Mauritius continues to operate and plan the phased resumption of operations.

We are currently clarifying ongoing policies and the effect on existing Air Mauritius bookings.

 

ENHANCED FLIGHTS SYSTEM FUNCTIONALITY

We’ve spent some time developing our Flights booking systems across the group, and recently released functionality which allows you to redeem your Exchange Travel Credits more efficiently online. Please allow me to reiterate the importance of reviewing the relevant airlines’ Covid 19 policy before you take any action to ensure you are managing each booking correctly.

This new function was explained to system users via Lime, Aviate and Virgin Atlantic Flightstore email distribution last week, however you can view a simple ‘How to’ guide explaining how to use the new function here.

 

KEY TOPICS FOR BULLETIN 7

– An update on our telephone reconnection plan

 

I HOPE YOU FIND THESE BULLETINS USEFUL

Mike.

INDEX

1 – Introduction
2 – Bookings with a departure date up to 17 May
– Will my customer’s flight be operating?
– For bookings made via aviateworld.com and via Amadeus
– For bookings made via Galileo, Worldspan or Sabre
3 – Aviate airline policies
4 – Air Mauritius goes into voluntary administration
5 – System Enhancement – disrupted bookings
6 – Key topics for Bulletin 6

 

INTRODUCTION

A slightly delayed bulletin this week I’m afraid, please accept my apologies. We have been working to find the best solution for your bookings due to depart in May and I wanted to be able to give you a full update before communicating. Full information in section 2 of this bulletin.

I am delighted to have had the chance to speak to so many of our operators over the last few days, so thank you to those who have spent time talking with me.  If you would like to have a call with me to discuss feedback on bulletin content, what you would like me to cover in future bulletins or your experiences during this current situation you can request one here. Unfortunately, I can’t discuss individual queries, these should be pursued via the usual channels.

New issues are more intermittent lately. Therefore, I have decided to publish these Bulletins once a week each Wednesday until the situation stabilises. If something significant occurs in the meantime, we will communicate with additional bulletins when required.

 

MANAGING BOOKINGS ORIGINALLY SCHEDULED TO DEPART UP TO 17 MAY

As the Coronavirus lockdown is further extended, airlines are now starting to cancel their services for May, however the situation for the whole month is unclear.

Should you already know that your customer’s flight will not be operating, or that they will not be travelling, you can start the reissue/refund process by using the Disruption Cancel function as detailed below.

Please ensure you review the relevant airline policy before you take any action to ensure you are acting within it.

For British Airways bookings, if the flight is not yet cancelled, then should your clients request a Refund, we recommend you wait and monitor the situation in case the flight subsequently does get cancelled. If your clients would like to rebook and use a BA Exchange Travel Credit then you can process these when you wish (please note once an Exchange Travel Credit on BA is processed it is not then possible to revert to a refund at a later time).

Please note, at 48 hours prior to departure, on all airlines we will check each booking due to travel up to and including Sunday 17 May. If you have not already performed an action on the booking (reissue, refund, Exchange Travel Credit) then we will place the e-ticket in an Open status and keep the pnr/booking Live. This will allow you to subsequently update the booking (reissue, refund, Exchange Travel Credit) in line with your customer’s instruction and airline policy.

We will advise on bookings post 17 May in a subsequent bulletin.

WILL MY CUSTOMER’S FLIGHT BE OPERATING?

Some airlines have announced their schedules for May. Where Aviate are advised in writing by the airline, these will be posted on Aviate’s Tour Operator Help & Advice Portal. British Airways flight schedules can be accessed via a link provided on Lime’s Coronavirus Information page For forthcoming flights with Virgin Atlantic you can check here.

Not all flight cancellations are being updated into pnr/bookings in good time. Where they do, we are endeavouring to update you with this information. Galileo, Worldspan & Sabre bookers should monitor their Schedule Change Qs.

The Flight Status section of airlines’ own websites are often the most up to date if in any doubt.

FOR BOOKINGS MADE VIA OUR FLIGHTS SYSTEMS AND VIA AMADEUS

You can manage your booking by using the Disruption Cancel option within each booking. This option will remove flight sectors but keep the booking live to convert to an Exchange Travel Credit, or allow a Refund in line with airline policy.

Advice on how to use your Exchange Travel Credit, or apply for a Refund was detailed in Bulletin 4 of 17 April you can read in full here.

FOR BOOKINGS MADE VIA GALILEO, WORLDSPAN OR SABRE

You must manage the booking through your own GDS. Full instructions can be found here.

 

Aviate Airline Policies

As you are probably aware, airlines are publishing two types of policy ‘Covid-19’ policies and ‘Book with Confidence’ policies. We are aware that so many policies can be quite confusing, so I wanted to take some time to clarify.

‘Covid-19’ policies are there to cover your existing affected bookings that were created and ticketed before the outbreak to travel during the disruption period.

‘Book with Confidence’ policies are published by airlines to help encourage passengers to book during this challenging period to travel later in the year (or next year) giving the flexibility to change dates without a charge.

What we are finding is that airlines are now combining the two types of policy, therefore we are now only publishing ‘Covid-19’ policies for Aviate airlines and they can be found here.

 

Air Mauritius goes into voluntary administration

The Board of Air Mauritius took the decision to place the airline into voluntary administration on today (22 April) ‘in order to safeguard the interests of the company’.
We are working with Air Mauritius in the UK to understand the impact on existing bookings with the airline, and will update further in due course. At this time, we recommend you look to protect future Air Mauritius bookings on alternative airlines so that your future departures are protected to Mauritius.

 

System Enhancement – disrupted bookings

Within the next week we are due to enhance functionality across our Flights systems to enable you more control over redeeming Exchange Travel Credits (ETC). This follows our previous system enhancement on 24 March which enabled you control over creating/accepting an Exchange Travel Credit.

We will post a notification to the Lime, Aviate and Virgin Atlantic Flightstore websites once this functionality is live and provide an updated guide on how to redeem ETCs.

 

Key Topics for Bulletin 6

– Refund progress
– Air Mauritius further update

 

I hope you find these bulletins useful.

Mike.

INDEX:

1 – Introduction
2 – Refunds (IT, Seat Only, Cruise and Published fares) – current status
3 – Using Exchange Travel Credits (airline vouchers)
– Accepting an Exchange Travel Credit
– Redeeming an Exchange Travel Credit
4 – EMDs Explained
5 – Key Topics for Bulletin Number 5

 

INTRODUCTION

Not a great deal has changed over the days since my last bulletin take that as good or bad! I have in that time however enjoyed speaking to those of our trade partners who’ve requested a telephone meeting with me via the online request portal I’ve learnt plenty and hopefully been able to impart some useful information too For those still wishing to speak with me or the most relevant member of my management team be it feedback on bulletin content, what you’d like to see in future issues/publications, your experiences during this current madness, etc the portal remains accessible to submit a meeting request.

As confirmed in the last Bulletin, we successfully completed our Refund cycle due by this Thursday 16 April (as you’ll see in section 2 overleaf) Our team are now handling the next cycle of re payments to you, for which we have received BSP repayments on behalf of Aviate refunds as scheduled from IATA At time of publishing, we are awaiting to receive Lime’s from British Airways, which is due today. Re-payments of Refunds, where due, remains our top focus.

Unfortunately, we have not yet been able to finalise our plans to re establish our telephone lines for working from home. As soon as we have a plan we will share.

 

REFUNDS-INCLUSIVE TOUR, SEAT ONLY, CRUISE AND PUBLISHED FARES-CURRENT STATUS

By close of business on 16 April, all eligible refund requests processed up to 15 March were paid to 217 of our tour operator customers.

Due to legal restrictions, for those bookings paid originally on a Credit or Debit Card, then we have refunded these back to the original form of payment (valid for any such repayments made to you from 15 April) Apologies that we had not highlighted this refunding method earlier, however this necessity was only highlighted to us by our credit card merchant provider on Wednesday Please watch your card statement for the refund to appear.

Please note, where a credit or debit card was used for the original payment of your booking then future refund payments will be made back to this original form of payment.

Refund Timeline Table

Exceptions

As previously highlighted, if, due to the airline’s policy, a refund must be processed via the Offline BSP facility (this method will be confirmed on your refund email confirmation), we are in the hands of the airlines as to when we will receive these funds from them which will affect when we can make the payment back to you the tour operator. Unfortunately, these may take considerable time with some airlines estimating between 12 to 16 weeks.

*We will need these clear funds from IATA the airlines before processing your Refunds to you

 USING EXCHANGE TRAVEL CREDITS (AIRLINE VOUCHERS)

We all want to persuade our clients to re book and keep their original flight bookings live where possible. As you know many airlines have put policies in place to allow this by turning the original ticket into an Exchange Travel Credit/EMD. Of course we recognise in many cases the clients would prefer a Refund of their holiday including their flight element. Unfortunately, as you are aware, not all airlines are allowing this.

Airline policies and processes vary; we have summarised the policies of some of our key airlines in a table below though more comprehensive details are available for Lime/British Airways here / Aviate airlines here and Virgin Atlantic Flightstore here.

Accepting/Redeeming Exchange Travel Credit via our systems:

To accept the Exchange Travel Credit under each airline’s policy;

– Login into your original booking online via your Lime, Aviate or Virgin Atlantic Flightstore account
– Make note of the original PNR and e ticket numbers for future reference when you come to rebook
– Use the ‘Disruption Cancellation’ button in the ‘Display Booking’ screen within the booking.
(This function will remove the original sectors in the booking but keep open the e ticket).

To redeem your Exchange Travel Credit:

– Login to the system in which you booked your original tickets, via Lime, Aviate or Virgin Atlantic Flightstore websites.

– Create a new booking in the normal way (as per and within restrictions on each airline’s policy), and enter in the reference field (found on the ‘Passenger Details’ page), the original PNR reference and ‘C19’ to identify it as a COVID rebooking.

– As airline policies can change at any given time, we strongly recommend that you request ticket issue on your new booking as soon as created , but, of course in any case, prior to the new bookings’ Ticketing Time Limit.

– Ticketing must be requested directly with our Customer Support team:
Lime: baflights@lime management.com
Aviate: info@aviateworld.com
Virgin Atlantic Flightstore: info@vaflightstore.com

– We will then organise ticketing of the new booking and if required collect any additional fare/tax
requiring to be paid at the time.

Accepting and redeeming your Exchange Travel Credit via your GDS

To our customers who use Sabre, Galileo or Worldspan to make their bookings we recommend the following actions to secure Exchange Travel Credit. For  Amadeus customers, the above process via our systems should be used.

– Cancel the flight itinerary

– Add in a Retention line (see guide overleaf)

– End transaction this will ensure the value held in your e tickets is not lost should flights go into ‘No Show’ state.

– Rebook new dates in same PNR when your customer is ready. Again as airline policies can change at any given time, we strongly recommend that you request ticket issue on your new booking as soon as created, but, of course in any case, prior to the new bookings’ Ticketing Time Limit

– Request ticketing directly with our Customer Support team as per above contact details

Retention line entries:

Worldspan : TNZZMK1MIS20DEC/AN RETENTION SEGMENT (1 means number of passengers, 20Dec is the live until date)
Sabre: 0OTHAAGK1MIA20DEC RETENTION LINE
Galileo: RT.T /DATE*KEEP BOOKING LIVE

Note: The above processes should be used in conjunction with the airline’s relevant policy. Please be aware that if you
request issuance of tickets without explicit reference to it being an Exchange Travel Credit, or issue via the online systems ,
then that credit will not be applied and may be forfeited for that booking.

 

EMDs Explained

In addition to airline keeping tickets open some airlines available via Aviate are now offering the option of an EMD as a travel voucher. Some of those airlines include Air France/KLM, Etihad Airways, Qatar Airways, Iberia, Kenya Airways, South African Airways and Thai.

What is an EMD and how will it benefit you and your customers?

– EMD works like an e ticket, with an electronic document issued for the value of the passenger’s tickets; this value is stored by Aviate.
– An EMD can give an extended period of rebooking, normally one year from the date of the EMD creation,but varies by airline policy.
– Some airlines offer additional benefits with EMDs, such as additional % value* on the credit, or enabling any passenger to travel using the value of the EMD.
– Our systems are being amended to reflect bookings which hold an EMD credit

*of applicable fare and YQ/YR.

 

KEY TOPICS FOR BULLETIN 5

News on May’s flight disruptions and subsequent processes

 

I hope you find these bulletins useful.

Mike.

INDEX:

1 – Introduction
2 – Refunds (IT, Seat Only, Cruise and Published fares) – further information
3 – Key airline news
– British Airways – new fares
– Air Canada update
– Virgin Atlantic – extension for use of Exchange Travel Credits (vouchers)
– Emirates refunds
4 – New Aviate Covid-19 Help and Advice for Tour Operators’ portal
5 – Key Topics for Bulletin Number 4
– Exchange Travel Credits (airline vouchers) – rebooking.
We will include a detailed section on these to assist with your rebookings
– Re-introducing our telephone service

 

INTRODUCTION

I am pleased to confirm that we are on track to achieve our refund target and payments due to you for all refund requests processed up to 15 March should be with you by close of business on 16 April.

This week our BSP payment (an actual credit from the airlines) is due for the period of processing 16 to 31 March. We hope to receive it promptly. (but have heard from industry contacts that the bank transfer from IATA BSP is taking up to a week longer to reach our account). We are set and ready to make the refunds due back to you as soon as the money is cleared in our account. We will move as swiftly as we can to action these for you.

We are also noting more airlines relaxing their policies following feedback and pressure from us and the trade generally. In particular, Virgin Atlantic have recently announced their Exchange Travel Credits are now available for travel until May 2022 and Emirates have relaxed their refund policy. For full details watch out for our updates.

Like other travel businesses, airlines have also furloughed significant proportions of staff. Some of our airline account managers have either been furloughed or made redundant. Whilst the airlines are restructuring their teams and reassigning others to look after us, this is inevitably having an impact on communications and response times. We are now meeting all our SLA internal targets and therefore please be patient should a matter requiring airline assistance/escalation be taking longer than normally expected. Our team will keep you up to date on such individual matters.

 

REFUNDS – IT, Seat Only, Cruise and Published fares (further information)

By close of business on 16 April, all refund requests processed up to 15 March will have been paid to our customers.  In this cycle, Lime has repaid refunds to 112 tour operators and Aviate 129. Some with multiple refunds.

For the refunds processed 16 to 31 March, please see my remarks in the introduction above. As soon as the funds are received from the airlines we will, as swiftly as possible, send Bank Transfer refunds where due. Unfortunately, any refunds claimed via the Offline BSP link will not be included.

We can also confirm, where refunds are allowable, ALL refund request received by Monday 13 April have been processed by us and will there be included in the 04 May payment cycle (apart from those claimed via the Offline BSP facility).

Refund Timeline Table

(also see note below Offline BSP Refunds – updated as we are ahead of our expected timelines)

As this is so important and as a reminder

On the day we have processed your Refund requests, you will receive a confirmation email from us.  For Aviate, this will also confirm which method the airline allows us to make the refund claim.

– Aviate GDS claim. If the Refund has been processed with the airlines via the ‘GDS’ it will be paid to you as per the timelines in the table.

– Aviate Offline BSP claim. If, due to the airlines policy, it must be processed via the Offline BSP facility, we are more in the hands of the airlines as to when we will receive these funds from them. Unfortunately, these may take some considerable time with some airlines estimating between 12 to 16 weeks.

– Virgin Atlantic Flightstore/Virgin Atlantic Offline BSP Refunds Process. Please note as from 01 April, Virgin Atlantic have amended their Refund process and all Refunds now have to be processed via the Offline BSP facility. As stated above, this means we cannot confirm when our refund claims will be view and authorised by Virgin – and when you will receive the Refund. We are in constant liaison with Virgin Atlantic and, if and when we get a better understanding of timelines, we will update you.

– Lime/BA claim. All British Airways Refunds will be paid as per the timelines, in the table.

We hope that, with this information including what we will detail on the individual confirmation emails, you will be better able to plan and manage your customer expectations on when their Refund may be received.
*We will need these clear funds from IATA/the airlines before processing your Refunds to you.

 

KEY AIRLINE NEWS

British Airways Additional Price Points (APP). British Airways have announced the launch of more Additional Price Point fares on their long-haul Atlantic Joint Business routes to the United States and Canada. These will be introduced in the World Traveller cabin and will now create 30 fare levels in economy. These new fares are available via Lime as we are an NDC leisure partner of British Airways. These fares will be available from Q class right up to B class. The fares will be released from this week covering Heathrow and Gatwick departures, with an initial 19 gateway destinations included.  All routes will be launched by 01 May 2020. Full details of the fares can be found here.

Air Canada policy clarification. Any bookings schedule changed by AC up to 19 March are entitled to a full refund. Any schedule changes made by AC after this date can opt for an Exchange Travel Credit, or a refund under the original fare conditions.

Virgin Atlantic. As mentioned in the introduction and following representations from us, Virgin Atlantic have recently announced their Exchange Travel Credits are now available for travel all the way through until May 2022.

Emirates refunds
Emirates have just an announced a new and updated policy – which has been highlighted in the media. From Emirates – Full Refunds are now available “for flight cancellations, travel bans and lockdowns preventing travel, unused portion of the ticket is eligible for refund without penalty. Processing delays may apply due to current backlog”.Should you require a Refund rather than rebooking on a future Emirates’ flight, we will process these as soon possible however they will be enacted via BSP link (and thus causing a delay for re-payment by the airline, as stated).

 

NEW – Aviate Covid-19 ‘Help and Advice for Tour Operators’ portal

Aviate has created a new portal on its website. A one stop Aviate shop for all matters Covid-19. A location for all Bulletins plus a section where you can request a meeting call with me. If I can provide clarifications, what the Travel Innovation Group is undertaking, industry insights, views on the future or just a general chat then I am going to try and speak to as many of you as possible. Take a look at the portal here.

 

KEY TOPICS FOR BULLETIN 4 (17 April)

– Exchange Travel Credits (airline vouchers) – rebooking.
– Telephones – getting our system up and running for under homeworking circumstances.

 

I HOPE YOU FIND THESE BULLETINS USEFUL

Mike.

INDEX:

1 – Introduction
2 – Refunds (IT, Seat Only, Cruise and Published fares) – further information
3 – IATA news
4 – Key airline news
– BA Group policies and refunds
– Aviate Groups
– Emirates – unused inbound tickets
– XF Taxes
5 – Furloughed staff – who to contact
6 – Key topics for Bulletin Number 3

 

Introduction

Our first bulletin was well received – in particular the information and timelines surrounding how we plan to deliver Refunds to you. This week we will start sending the Bank Transfers for those Refunds processed up until 15 March.

The trade is rightly not happy that the FCO have recently issued an ‘indefinite’ advisory not to travel for ‘non-essential travel’.  This is causing considerable confusion and does not support the industry. As with many of you we have spoken to, we hope this matter is corrected soonest. We are also protesting – on our and your behalf – to many of the airlines and IATA (see point 3 below) where their policies are not aligned with standard practice. We are having occasional wins where individual airlines have amended their policy such as Qatar Airways, Qantas, Air Canada, Turkish Airlines and Malaysia Airlines plus we have some airlines agreeing extensions to their original Exchange Travel Credit’s limits. British Airways agreed to extend timescales for reissues to take place (72 hours from 24 hours). We will continue to update you on what changes.

We are also still working on a new telephone solution to enable us to return to full telephone service even as we are now all homeworking.

As it is Easter this weekend, the next Bulletin update will be on Tuesday 14 April (unless there is an important update that requires sharing, in the meantime).

I hope you find Bulletin 2 useful.

 

Refunds (IT, Seat Only, Cruise and Published fares) – further information

Some positive news. We are getting ahead in processing the Refund requests as we know how important getting these Refunds back to you is. This means, by 15 April, we will have processed all Refund requests received by now for travel to end of April. We have therefore updated the table below.

Refund Timeline Table

(also see note below regarding Offline BSP Refunds) Amendments from Bulletin 1 in red

On the day we have processed your Refund requests, you will receive a confirmation email from us. For Aviate, this will also confirm which method the airline allows us to make the refund claim. For Lime/BA, all refunds for British Airways, which will be considered in these table timeframes in all cases.

GDS claim.
If the Refund has been processed with the airlines via the ‘GDS’ it will be paid to you as per the timelines in the table.

Offline BSP claim.
If, due to the airlines policy, it must be processed via the offline BSP facility, we are more in the hands of the airlines as to when we will receive these funds from them. Unfortunately, these may take some considerable time with some airlines estimating between 12 to 16 weeks.

Virgin Atlantic Flightstore/Virgin Atlantic Offline BSP Refunds Process.
Please note as from 01 April, Virgin Atlantic have amended their Refund process and all Refunds now have to be processed via the Offline BSP facility. As stated above, this means we cannot confirm when our refund claims will be view and authorized by Virgin – and when you will receive the Refund. We are in constant liaison with Virgin Atlantic and, if and when we get a better understanding of timelines, we will update you.

Lime / BA claim.
All British airways Refunds will be paid as per the timelines, in the table.

We hope that, with this information including what we will detail on the individual confirmation emails, you will be better able to plan and manage your customer expectations on when their Refund may be received.
*We will need these clear funds from IATA/the airlines before processing your Refunds to you.

 

IATA news

Please note this extract from ‘An Open Letter to the Travel Agent Community’ statement by Alexandre de Juniac, Director General and CEO International Air Transport Association (IATA).

…“However, on the issue of airlines withholding ticket refunds in the BSP, or issuing vouchers in lieu of refunds, I’m afraid that the message I have to deliver is not one that will provide comfort. Our industry is experiencing a critical liquidity crisis. Most airlines are spending more cash in reimbursing their passengers than they receive in new booking revenues. We recently estimated the industry’s liability in this area at $35 billion. In this context, airlines’ most urgent need is to keep their remaining liquidity to pay salaries and face their fixed costs. It is practically impossible for industry players to find sufficient financial means to keep the air travel value chain operating in the short time that airlines have before facing bankruptcy. 2 April 2020.

In this context, we believe the best answer for both airlines and travel agents is for regulators to ease requirements for cash refunds and allow airlines to issue vouchers instead. These vouchers can be managed through the IATA Billing and Settlement Plan (BSP) using processes and procedures that already exist today. This would remove the pressure that is currently on agents to issue cash refunds at a time when airlines are making decisions based on their own need to preserve cash. IATA is willing to engage in open and collaborative discussions with the travel agency community represented in the Passenger Agency Programme Global Joint Council to formulate a structure for these vouchers that will bring value for airlines, travel agents and consumers. We are grateful that regulators in Canada, Colombia and the Netherlands have recognized the necessity of this approach and we hope others will do the same. While I know that this is not the answer that you want to hear, it’s important that you understand that IATA is working hard to find a solution to this problem that will enable us to endure and move forward. People want to travel, for the horizons it broadens and the connections it enables and maintains. These are dark days for our industry, but we are resilient, and we will get through them, together.”

Alexandre de Juniac
Director General and CEO
International Air Transport Association
Alexandre’s full statement can be read here

We believe this extract relates to and ‘defends’ IATA airlines’ position of issuing the vouchers (Exchange Travel Credits) rather than Refunds as normally appropriate. Any previously and currently allowable Refunds are being processed by us and we expect to receive these re-payments as per the details in point 2.

 

Key airline news

British Airways Groups policies and refunds
BA have recently extended their policy which now includes bookings that are travelling up to and including the 30 June. The team are busy working on these matters.

Aviate Groups
The Aviate Groups team have been working hard and have now contacted all agents who have a group booking with us travelling up to and including 31 May. As groups work differently to your individual fares, many of the airlines have released separate Group policies, unfortunately some have not, so we are having to work on a booking by booking basis for these. We are also finding these are constantly changing so the information you receive from us can change.

We understand that many of you have queries on bookings that are not yet covered by airline policies. For example, deposit and balance extensions, although the Groups team are doing their upmost to obtain these extensions from our airline partners – these bookings are bound by the normal terms and conditions, meaning that sometimes an extension cannot be granted. Should you wish to discuss your booking with a member of the groups team, please do email through your booking reference and your contact number and a member of the team will call you back.

Emirates – unused inbound tickets
We have lobbied Emirates specifically for a change to their policy for unused Inbound tickets. This is in light of some of your customers having to purchase return journeys on other airlines when Emirates cancelled their booked flights. More information to follow if matters change.

 XF taxes
Offline BSP Refunds to US destinations had disallowed the refund of XF taxes. After consultation with IATA, this has now been resolved and bookings will be requested for refund in full.

 

Furloughed staff – who to contact

As of 01 April we furloughed 30% of our staff across Lime, Aviate and Calrom (our technology company) into our Furlough Team. Whilst they are unable to work, we are staying in regular contact with them as they are important members of the team. For those of us who remain in our roles, during this crisis, our focus remains on our customers generally providing points of contact and delivering our services as usual. Our Operations and Reservations departments are well staffed and working round the clock to provide service to our tour operators. We will soon be fully caught up with the current workload.

Naomi Moizer continues to lead our Sales and Partnerships Team, supported by Mariela, Stacey and Chloe. The team is in touch with many of you – often in virtual meetings – and are there to help also. They can be reached on sales@traveiInnovationgroup.com.

Rachel Greenough is also available for all matters Virgin Atlantic Flightstore and Virgin Voyages. Rachel can be contacted via sales@vaflightstore.com

Basically, we are not going to let this virus stop us delivering our service to you.  

 

Key Topics for Bulletin 3 (14 April)

Exchange Travel Credits – More on how best to use these.
Telephones – Update on new system to enable our phone system to operate on a homeworking basis.

 

I HOPE YOU FIND THESE BULLETINS USEFUL

Mike.

INDEX

1 – Introduction
2 – Overview of action we have undertaken.
3 – Refunds from airlines for IT, Seat Only and Published fares including Refund Timeline Tables
4 – Communications from and with us.
5 – Service Level Updates.
6 – Topics for Bulletin No 2.

 

INTRODUCTION

It’s been a rough few weeks for us all.

At Lime and Aviate we have tried to keep everyone up to date with our situation, airline policies and industry news. As we are now ‘more settled’ we have started to move our attention and priorities to other matters.

To assist with our communications, I will now produce a twice weekly Bulletin (Tuesdays and Fridays – with the exception of Good Friday). This Bulletin will focus on key matters incorporating both Lime and Aviate news and updates as well as dealing with issues as matters unfold during this crisis. Please share these with your relevant colleagues so that everyone is kept up to date.

The Bulletin will also include our Service Level updates that Jayne Bond has been sharing so far.

 

OVERVIEW OF ACTION WE HAVE UNDERTAKEN

Lime and Aviate sit in unique positions in working so closely with many Tour Operators. The work we are undertaking is focussed on supporting our customers as best we can. Our staff have been working every day since this crisis began to try and mitigate the impact of FCO travel advice, schedule changes and flight cancellations as region-by-region worldwide flying ceased. We understand that as the ATOL principal this affects your business more than other sectors.

Our Operations staff have worked around the clock to prioritize the repatriation of your customers and to deal with those whose immediate travel plans have been disrupted.

With so many customers due to travel over Easter, booking volumes are considerable. Amongst other issues, we have triaged and actioned over 20,000 disruption related emails since 15 March. We have also received, actioned and posted online 348 airline policy updates from our 60 airline partners.

We are however, beginning to get ahead of the wave and intend to be in the best position to help you going forward.

 

REFUNDS AND EXCHANGE TRAVEL CREDITS – INCLUSIVE TOUR, SEAT ONLY, CRUISE AND PUBLISHED FARES

We understand that many airline policies – in particular those only offering Exchange Travel Credits and not granting refunds – leave you in a difficult position. We continue to lobby our airline partners to give further consideration to the exceptional position tour operators find yourselves in.

Where refunds are permitted, we have dedicated teams working through all requests in departure date order. It is important – where Refunds are allowed – you confirm that you wish us to process the Refund otherwise we will assume you wish to keep the original ticket ‘open’ so that you may re-use for your customers under each airline’s Exchange Travel Credit scheme.

To this end, our plan is to deliver Refunds back to you within the dates as set out in the table below.

Please note, we expect most Tour Operators will prefer a Bank Transfer of their Refunds due rather than a credit on your account. To expedite this, we are working on a process to communicate and enable this. A further update will follow in the next Bulletin on Tuesday as to how we intend to process and confirm these Refunds – although this will not stop us commencing processing as many as possible now (as per the table). For your information, if we have your bank details then we will use this account and if not, we will call you to confirm your bank details.

Processed for Refund (email confirmation sent to you by us) Expected Departure Dates (If refund request received) Expected Payment date (from airlines to us)* Refunds paid to Tour Operator (at latest by)
up to 15 March up until 31 March 02 April 16 April
16 to 31 March up until 31 March 17 April 01 May
01 to 15 April 01 to 22 April 04 May 18 May
16 to 30 April 23 April to 15 May 18 May 01 June

FOR AVIATE

To help you establish the options for your bookings – future Exchange Travel Credits or Refunds – we have an Airline Policy Summary document available. For those clients wishing to rebook using their Exchange Travel Credits then see our guide for here for those passengers wanting a refund and, where the airline allows, you can fill in the Aviate Refund Request form here.

Airlines’ policies can sometimes be difficult to interpret and are constantly evolving. To answer any Airline Policy queries, we have created a new e-mail help service: disruption-queries@aviateworld.com

For Aviate airlines, the above dates and all Refunds are subject to these key factors and future airline updates, as matters evolve:

•We predict our forthcoming BSP ‘payments’ from 17 April onwards will actually be a financial credit due to Aviate from the airlines. IATA have already confirmed any payments due to us will be reimbursed promptly via the BSP scheme. We will need these clear funds from IATA before processing your Refunds to you.

•Offline BSP Refunds. Many airlines are preventing us, and their other consolidators,from claiming Refunds via the GDS but instead forcing us to create manual requests offline via the BSP scheme. This means each claim must be viewed and authorised by each airline and are unable to confirm when these will be actioned and therefore within which remittance, we will receive the payment through the BSP scheme. Our key airlines that are enforcing this currently (although it is a constantly changing situation) include for example: Lufthansa, Vietnam, Emirates, Virgin Atlantic, Turkish Airlines, Air France, KLM, Thai Airways, Oman Air, Norwegian, Singapore, Etc.

To manage expectations some airlines are stating 12 to 16 weeks for authorisation from the BSP claim being processed by us.

We are obviously in discussions with all our airlines on this matter and, in the meantime, processing where we must via BSP. We are working to provide you with further information so that you are aware of the position with individual bookings. More to follow in forthcoming Bulletins.

 

FOR LIME AND ALL BA TICKETS

To help you establish the options for your bookings – future Exchange Travel Credits or Refunds – we have updates related to British Airways policy on a Lime Policy Summary page.

For those passengers, requiring a Refund, where the airline policy allows, and where the booking has not already been converted to an Exchange Travel Credit complete the form here.

Please note, we operate a direct remittance payment schedule with BA and expect credit payments to us from the airline as per the above table.

To answer any British Airways policy queries, we have created a new e-mail help service disruption-queries@lime-management.com.

 

COMMUNICATIONS FROM AND WITH US

Websites – Our websites are constantly updated with latest policies and news.
Lime at lime-management.com/coronavirus-outbreak/
Aviate at aviateworld.com/coronavirus-outbreak/

Bulletin schedule – I will now issue these Bulletins each Tuesday and Friday for the foreseeable future to keep you update on key matters.

Emails – This remains the best way to contact us. It is important to include inthe Subject Field: Departure date, PNR and booking reference.

Chat – We have our Chat services available and manned during normal office hours.

Phones – Unfortunately, our phone system is an office-based system and is notadaptable for working from home (as we all are now). We know we must finda solution to this problem and are currently in discussions with suppliers.Sadly, it will not happen overnight, but rest assured we want to be back onthe phones as soon as possible. In the meantime, hopefully the otherchannels of communication will give you the service you require.

 

SERVICE LEVEL UPDATES

Across the group, teams are servicing all general emails that come in on the day that they are received. Please remember, if you email us after 16:00 you may not receive a response until the next working day.

 

TOPICS FOR BULLETIN 2 (07 APRIL) will

– Group updates
– Refunding process updates.

 

I hope you find these bulletins useful

Mike.

COVID-19 FAQs

Where can I find the latest airline COVID-19 policies?

All websites across our group are constantly updated with our own, and relevant airline policies as soon as we receive them. They can be viewed via:

 

Lime >

Aviate >

Virgin Atlantic Flightstore >

I can't find the specific airline policy I'm looking for, what do I do?

All airline policies that we have received from our airline partners are on the relevant website as per question 1. If you are looking for a specific airline policy that is not listed or are confused as to which policy applies, please contact as below:

Lime – disruption-queries@lime-management.com

Aviate & Virgin Atlantic Flightstore – disruption-queries@aviateworld.com

This email address in only for general policy clarifications and requests.  Individual booking queries will not be responded to.  For individual booking support please contact our general support channels as normal

Where can I find information about the best way to contact you?

From Wednesday 13 May, we will reopen our support phone lines for critical matters. Our primary contact method continues to be email which represents the most efficient way for us to handle enquiries at present, along with online chat.

Please always refer to our dedicated webpages for the most current advice on how to reach us depending on your requirements:

Lime >

Aviate >

Virgin Atlantic Flightstore >

I’ve checked the most recent airline policy; my clients qualify for a refund. How long will it take to process?

This will vary depending on how the airline enables refunding, when we receive the funds from the airline, we will send this on to you. This can take between 8 to 16 weeks, but a forecast on this schedule (assuming airlines make payment to us when expected) has been outlined by Michael Edwards in his bulletins further up this page.

Refunds will only be processed in line with overriding airline and IATA rules.

Lime (Flights) refunds online form >

Aviate refunds: online form >

Virgin Atlantic Flightstore refunds: online form >

How long do exchange travel credits remain valid?

The exchange travel credit is held on your account for as long as the airline policy permits.

You must check the most recent airline policy for full clarification, found via the websites listed in question 1.

Can I use the exchange travel credit against any Aviate airline so long as we book via Aviate?

No.  The exchange travel credit must be used for a booking on the same airline via Aviate.  Some airlines may allow you to reroute.

You must check the most recent airline policy for full clarification, found via the websites listed in question 1.

Can I use my exchange travel credit towards a different customer?

No. Exchange travel credits may only be redeemed against the same party as the original PNR.

You must check the most recent airline policy for full clarification, found via the websites listed in question 1.

How do I keep track of bookings that are eligible for exchange travel credits?

We recommend you keep your own records of those bookings and create an internal process so that all of your teams are aware of the rebooking process.  We are looking to move such bookings into a different status so they can be more easily identified, however this will take time to complete.

You can view your bookings in your online account for Lime, Aviate or Virgin Atlantic Flightstore using the ‘My Bookings’ tab, and filter by ‘Cancelled’.

Do I ticket the new booking as normal when using an exchange travel credit?

No. You must not ticket these bookings yourself. Allowing good time before the ticket deadline, use the ‘Request Price & Ticket’ button in your Flights account which will enable us to manually ticket, alternatively send your ticketing request via email containing the PNR and ticketing deadline in the subject line.

If you and ticket yourself, you will not be able to redeem the exchange travel credit against the new booking.

Considering the current COVID-19 situation, what is the policy from Lime, Aviate and Virgin Atlantic Flightstore in relation to administration fees on refunds if the airline policy allows and my client qualifies?

If a refund is permitted by the airline, we will process refunds in line with that airline’s policy. If the airline does not charge, we will also waive refund fees.

How can we feed back to airlines about their policies?

We are in contact with all airline partners and provide feedback from our customers where appropriate. Of course, this is an unprecedented circumstance, and airlines as well as governing bodies are reactively reviewing and amending policies in the best interest of both the short and long term for all involved.

How safe is it to travel to other countries now?

Unfortunately, we are unable to advise on whether your clients should/shouldn’t travel.  Please always check with the FCO here.

All airline policies can be found here.  A time and date will appear next to any policies which have been updated.

Lime >

Aviate >

Virgin Atlantic Flightstore >

Why did Lime/Aviate/Virgin Atlantic Flightstore take the decision to cancel all flight sectors that were due to travel up until midnight on 30 April 2020?

Our intention was to reduce the pressure that both us and our tour operators are experiencing due the immediacy of amended/cancelled services – and avoid the possibility of a ‘no show’ penalty for you and your clients who are likely to be unable to make their journey at this time.

Note; we only cancelled bookings that fall under our ‘Flights’ services, which includes: Inclusive Tour, Published, Seat Only and Cruise fares. Any Groups bookings were not automatically cancelled.

In retrospect, this action was received well by our customers.