Sunset in U Bein bridge, Myanmar.

Our Flexibility Promise

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We appreciate that Coronavirus has led all of us to value flexibility and simplicity more than ever before, which is as true of booking holidays as anything else. So, we’ve made some changes to our Booking Terms & Conditions for any booking made after 1st July 2020 as part of our Flexibility Promise*. These reflect our belief that some travel will be possible in the near future, and that the likelihood is that travel will be close to normal again in the second half of 2021.

In summary those changes are:

• Increased flexibility that allows you to postpone your trip for any reason (subject to unrecoverable costs) up until 45 days before departure. (For trips departing after 1st June 2021)

• The option to postpone, change or cancel your holiday for a full refund should the FCDO advise against travel within 14 days of departure or other substantial travel restrictions prevent you from departing as planned

* We regret that holidays to the Galapagos Islands and certain Canadian holidays do not qualify for this Flexibility Promise. This is due to the deposit and refund rules instigated by the suppliers themselves. However, we will always do our best to mitigate any change/cancellation fees and your HA specialist will be happy to talk you through the details of your specific holiday.

The details and legalities…

Read our full Flexibility Promise here. 


A note on non-recoverable costs

  • Usually, when a booking is cancelled our suppliers keep a varying amount of the cost of our arrangements back as a cancellation fee, based on a rising scale as the departure date approaches, and this is reflected in our sliding scale of cancellation charges in our Booking Terms & Conditions. In addition, certain suppliers, particularly airlines and boat operators, require a non-refundable payment to secure the booking at the time of deposit.
  • Our suppliers are all allowing greater flexibility specifically in response to the Coronavirus crisis, and we’re negotiating cancellation fees on a case-by-case basis. Generally they don’t want to commit to a looser, formal cancellation policy, but at the moment we are almost always able to come to an arrangement with them which is more generous than their public position.
  • This means that whilst we can’t commit to a fixed reduction in our cancellation charges, we can say that we will be able to recover, and refund, a greater proportion of the cost of your holiday should you have to cancel than is outlined in our Booking Terms & Conditions.
  • When we provide a quote, alongside the deposit amount we will confirm the maximum amount of that deposit that will be non-recoverable in the event of a cancellation prior to the balance due date (10 weeks prior to departure). In some instances, we may require a top-up deposit prior to 10 weeks before departure, and we would confirm the non-recoverable costs at the time of that top-up deposit.

A note on Travel Insurance

  • At this time it is more important than ever to ensure you take out a travel insurance policy at the time of booking, and that you have taken the time to understand exactly what your insurance covers.
  • Ideally your cover should include, but not be limited to: medical, legal, cancellation, disruption, delay, and personal possession cover.
  • Where Coronavirus is concerned, there is at the time of writing no insurer offering travel insurance with cover for cancellation or disruption due to Coronavirus, but the market is evolving quickly, and this may change. If you can secure this cover, this is very desirable.
  • It is extremely important your cover does not exclude medical treatment whilst abroad for Coronavirus-related claims. If you fall ill with Coronavirus whilst travelling, you need to ensure your insurer will cover the associated costs otherwise you are liable for them. There are a small but growing number of insurers offering this cover.


If you have any questions regarding our Flexibility Promise or travel to a particular destination, don’t hesitate to give us a call on 01242 253 073. Our team of travel specialists are here to help.