IS MY HOLIDAY AFFECTED?
We are pleased to confirm that Jersey has reopened borders from the 3rd July 2020. Guernsey’s borders remain closed until September under current guidelines.
If you were due to travel before these dates and your holiday has been cancelled, our team should have already contacted you, if you haven’t heard from us, please email firstname.lastname@example.org with your booking reference.
We appreciate you may have questions relating to your holiday during times of coronavirus. We hope the below information will help with some of your queries relating to your holiday booking.
HOW TO CONTACT US
We are now back working in our offices following guidelines from the Government of Jersey. Our phone lines may be busy with the large number of calls we are receiving at this time. We apologise for any delay in our response and thank you for your patience during these unprecedented times.
Should your enquiry be urgent we recommend you email email@example.com quoting your booking number and date of travel (where relevant) in the subject line and we will get back to you as soon as possible.
Our working hours are Monday - Friday, 09:00 - 16:00 and Saturdays 09:00 – 12:00.
OUR PROMISE TO YOU IF YOUR HOLIDAY IS CANCELLED
If your package holiday or tour is cancelled by Bontour due to coronavirus you will receive a full cash refund of all monies paid to us once we have ourselves received a refund from the supplier. We hope we would be able to help you again with new holiday plans at a later date.
WHAT IF I'M UNSURE ABOUT GOING ON MY HOLIDAY DUE TO CORONAVIRUS?
You’re free to make the choice not to go, but there's no obligation on us, the Tour Operator, to issue a refund. Normal cancellation charges will apply, view our terms and conditions here.
It is highly unlikely that you will be able to claim any cancellation charge on your insurance as companies do not normally cover for disinclination to travel but please check the terms and conditions of your policy.
I HAVE A PRE-EXISTING MEDICAL CONDITION OR I AM CLASSED AS ‘CLINICALLY VULNERABLE’ AND DO NOT WANT TO TRAVEL – CAN I GET A REFUND IF I CANCEL MY HOLIDAY?
As with the above advice, you’re free to make the choice not to travel but there is no obligation on us, the Tour Operator, to issue a refund. Normal cancellation charges will apply, view our terms and conditions here.
If your GP has advised that you do not travel, and provided you with official documentation to confirm this, then you will need to check the terms of your travel insurance policy to see if you can claim any cancellation charge back.
AM I ENTITLED TO ANY COMPENSATION
If your holiday is cancelled due to coronavirus, you will receive a full cash refund of all monies paid to us once we have ourselves received a refund from the supplier. You are not entitled to any additional compensation, as the reason for the holiday not continuing is outside of our control.
You are reminded to have appropriate travel insurance and should check your policy to ensure that it is appropriate for your travel itinerary.
DO I HAVE TO QUARATINE ON ARRIVAL TO MY HOLIDAY OR WHEN RETURNING TO THE CHANNEL ISLANDS?
You will not be required to isolate in either destination unless you are displaying signs of coronavirus. You can find further details on travel wellbeing and how Bontour and our partners are keeping you safe during times of coronavirus here.
WHAT DO I NEED TO DO IF I FIND MYSELF LOCKED IN TO A HOTEL UNDER QUARANTINE?
The obligation under the Package Travel Regulations is for us, the organiser, to provide assistance. Reg 18: Where a traveller is in difficulty, we must give appropriate assistance without undue delay, in particular by — (a) providing appropriate information on health services, local authorities and consular assistance; and (b) assisting you, the traveller, to make distance communications and helping you to find alternative travel arrangements.
YOUR RIGHT TO BE BROUGHT HOME
If government instruction requires you to leave the country where you are holidaying, we would make arrangements to bring our customers home if they have booked a package holiday or tour with us.
AM I ENTITLED TO ANY COMPENSATION IF MY HOLIDAY IS CUT SHORT?
Should the available transport options require you to return home earlier than your original date, given that the circumstances surrounding the curtailment of your holiday was for reasons beyond our control, compensation would not be paid. You may be able to make a claim for curtailment of your holiday from your travel insurers.