CORONAVIRUS (COVID-19) GUIDANCE
Updated: 1st June 2020 | 08:00
The DFA currently advises against all non-essential overseas travel due to the coronavirus outbreak.
Our opening on all parks has been postponed until 30th June 2020, and some parks have delayed their opening dates further. We continue to review the opening dates on all our parks, following all government and public health advice.
Customers due to travel up to 30th June 2020
If you’re affected we’re in the process of contacting you to confirm that your holiday can’t go ahead as planned. If you think you should have heard from us already, please check your junk email folder.
All affected customers receive a financially protected refund credit note for the full value of the money paid. It can be used to book another holiday in 2020 or 2021 by 31 March 2021.
Customers due to travel from 30th June 2020
We’re prioritising contacting customers in departure date order, but we understand you may be apprehensive about future travel.
We’re doing everything we can to make your 2020 holiday go ahead as planned, but if this changes we’ll contact you at least 2 weeks before your departure date.
If you’re unsure what to do:
Keep your 2020 booking for now. If your holiday can’t go ahead you can transfer it to 2021 at a later point, and if can go ahead you get a well-deserved holiday this year!
If you are concerned about travelling this year:
You can transfer your holiday to 2021 without paying any amendment fees or losing any money you’ve paid. Find out more about transferring your holiday.
We have a team working from home, but we’re unable to take calls or operate live chat. If you need to contact us after reading the FAQs, please email email@example.com.
How can I stay up to date with the latest travel advice?
We advise all customers to stay up to date with the government advice: https://www.dfa.ie/travel/travel-advice/
You can also refer to the consumer advice issued by Citizens Information https://www.citizensinformation.ie/en/consumer_affairs/travel/travel_plans_and_covid19.html
I've booked my travel arrangements myself. Am I protected?
For any travel arrangements (such as flights, ferry travel or car hire) made with a company other than Al Fresco Holidays, you need to speak to the service provider/airline you made the booking with. They’ll have their own policy for managing these claims.
What if I decide I don't want to travel?
If holidays are operating as normal and no DFA travel restrictions are in place for when you depart, your holiday will be subject to normal booking conditions and cancellation charges will apply.
If you’re concerned about travelling this year, you can amend your booking to an alternative date later in 2020 or in 2021. Find out more about transferring your holiday.
If you’d still prefer to cancel, please complete our cancellation form, and we’ll process this for you as soon as possible.
Can I transfer my 2020 booking to 2021?
Yes, you can transfer your holiday to 2021 without any amendment fees. All money you’ve paid for your original holiday will be moved to your new one. Doing this may incur extra travel or accommodation costs. Transferring your holiday.
What is a Refund Credit Note, and how does it work?
A Refund Credit Note entitles you to rebook a holiday at a future date, or receive a cash refund when it expires on 31st March 2021. It retains the financial protection that you had with your original booking, so there is no risk that you will lose the money you’ve paid towards your cancelled holiday. Any new holiday booked using it will also be financially protected.
How to use it:
1. Choose the holiday you’d like
2. Select the ‘COVID-19 Credit’ option at the payment stage.
3. Our team will then apply your credit to your new booking and send you an email confirming they’ve done this. Please allow us 14 days to complete this process for you.
If your original holiday was scheduled to depart before 30th June 2020, and you are transferring to an equivalent holiday in 2021, we’ll check if you qualify for thePrice Match Guarantee too.
My holiday has been cancelled and I'm not able to change my dates or accept the Refund Credit Note you have provided - how do I request a refund?
You can request a refund if you’re unable to find a suitable date to amend your booking to, and unable to accept a Refund Credit Note. Complete this form to request a refund
Please be aware that processing your refund will take considerable time due to the volumes of bookings affected. Please bear with us and we will confirm when your refund is being processed.
My balance is due, should I go ahead and pay?
Full payment will now be required 6 weeks before your departure date, instead of the normal 12 weeks. Please note our cancellation terms and conditions remain the same.
What do I do if I’m on holiday and there is an outbreak on the park?
If there is an outbreak on the park where you are staying, our resort team will follow local authority guidelines. Please comply with any additional screening measures that are put in place. If you develop symptoms, however mild, please follow the guidance of the overseas health authority.
What precautions should I be taking?
We recommend reading the general advice for travellers from the National Travel Health Network and Centre (NaTHNaC).
We always recommend you travel with adequate insurance cover. All insurance policies vary so we recommend speaking to your insurance company to clarify what cover is provided for situations arising due to the spread of Coronavirus.