Coronavirus Update from Osprey Holidays
We are very sorry for the disruption caused to our clients’ holidays and we hope everyone is observing the current lockdown and staying safe during what is a very difficult time for the UK and the rest of the World. Whilst everyone’s health and safety come first, including those on the NHS front line, we hope to see a return to everyday life as quickly as possible.
Advice to travellers is changing all the time and we expect this to continue as the government, airlines, hotels and other suppliers react to reductions in the impact of Coronavirus in local and international markets.
We are contacting our travel agent partners and clients in departure date order and have made good progress, so thank you for your patience. We’re all working from home, but our phone lines remain open with little or no wait time, however we’ve found the most effective form of contact is our email below.
If you can please include as much detail as possible, including your booking number, we’ll reply quickly and please also include a mobile phone number in case we need to call you back. Our current opening hours are Monday to Friday from 9am until 5.30pm.
If you or your client have a booking with us in April, May or June and would like to postpone until later this year or into 2021 we’d be delighted to help. To avoid the current restrictions, we’re recommending new departure dates from the 1st of October 2020 onwards. All we need is a preferred date or dates, and our team will look at an amendment for you. If you or your clients need more time to consider new dates, we can issue an ABTA backed credit note for re-booking at a more convenient time. If you or your clients are unable to postpone your/their holiday or accept a credit while new dates are considered, please contact us to discuss a cancellation or partial cancellation.
Please note we are experiencing significant refund delays from several of our suppliers, and in particular, airlines. Flights are being cancelled in their systems just a few days before departure at which point, for UK-based airlines, we can apply for a refund. This can take up to 30 days to be received. A number of airlines based outside the UK are only currently issuing credit notes for future travel.
Please can we ask for your patience as we deal with airline refunds in date order, whilst at the same time continue to lobby airlines for refunds where only credit notes are currently being offered.
This is undoubtedly the most challenging period most of us have ever experienced but please be assured Osprey Holidays are doing their very best for you or your clients under such unprecedented circumstances.
We ask for your patience and understanding while we work towards the best possible outcome for every booking.
Stay safe, stay inside and we wish everyone the very best