25th March 2020
We know that people will be concerned by the travel restrictions that are being imposed around the world due to the coronavirus pandemic and the likely impact on holidays booked. We would therefore like to update you on what Llama Travel is doing in the current circumstances.
All of our passengers have returned home safely
Our first priority was to repatriate all of our passengers who were on holiday in Latin America and Africa when travel restrictions were implemented. Our team has worked tirelessly 24/7 over the last few weeks to make sure everyone could return to the UK as quickly and safely as possible, and we have been overwhelmed by kind messages from our passengers:
“We are indeed safely back home and I should like to thank Llama Travel, and in particular Scott, for their efforts and organisation in getting us here in a timely fashion. I believe that without the support of your company we would have been left behind and trapped in quarantine for an indefinite period. Although sad to have had our adventure curtailed, it is a preferable outcome to be safely home.”
- Mr and Mrs S returned early from Argentina.
Customers due to travel before the end of May
Now that all our passengers are back safely, we are contacting all passengers due to travel in the coming weeks, putting in place generous options to allow customers to transfer their holidays to another date.
For all our customers who have not been able to take their holidays as scheduled, we are offering the option to transfer your holiday to any date from later this year up until the end of 2021. Although prices for many 2021 departures are not yet available, you may transfer your booking without extra charge to any available holiday to the same destination departing before the end of 2021 up to a published price of 110% of the cost of your original holiday. If you transfer to a holiday with a lower published price than the price you have paid, we will of course refund the difference. If prices are not yet available, we will contact you as soon as we have them. We will need to check availability for each customer, and as airlines don’t release seats until 11 months prior to departure we may not be able to confirm availability right away, but we can make sure all services are in place as soon as they become available.
We will call every customer to discuss your booking as soon as possible, but please bear with us as this may take longer than we would ideally like as we have many customers to contact and people working from home. When we contact you, just let us know the date when you would like to take your rearranged holiday and we will start rebooking services for you. If you are still not sure of dates when we contact you, once you have decided just let us know and we will go over the details with you. If you have already paid the balance of your holiday and wish us to do so, we will refund the balance to you and this will then be due 90 days before your new departure date in the normal way.
For those who no longer wish to travel, we will be in touch with these customers as soon as possible, once the Civil Aviation Authority and the UK government have indicated how tour operators should be implementing the Package Travel Regulations in the current circumstances and any insurance issues have been clarified.
Customers due to travel from June onwards
We know that you will be wondering about the likely impact of your forthcoming holiday with Llama Travel, and nervous about paying for a holiday that is still several months away without any clarity about how the situation is likely to develop in the coming period.
We have therefore taken the decision to postpone the balance due to 60 days before departure rather than 90 days. We will contact you approximately 60 days before your departure to review the situation with your holiday. If it is likely that your holiday will be able to operate as normal, then we will take the balance payment at this time. However, if it is likely that this will be impacted by travel restrictions, then we will discuss rearranging your trip to an alternative time.
If you would rather move your holiday to a later date at this stage, please contact us and we will do all we can to help arrange this.
If you would like to book a holiday with us
During these unprecedented times, we want to reassure you that you can book with us in complete confidence. We pride ourselves on putting the safety and wellbeing of our customers first and we will continue to offer the combination of high quality at the best possible prices that have led Llama Travel to be recognised as one of the UK’s leading specialist tour operators.
Llama Travel’s financial position
We know that some people may be concerned about travel companies going out of business in the current environment. We are fortunate that Llama Travel has been successful in recent years and has built up very strong cash reserves. This situation, whilst clearly unwelcome, is not a problem for us financially. We can also confirm that ATOL protection will continue to apply to any holiday transferred to a new date and all new bookings.
Thank you for your patience
On behalf of all of us at Llama Travel, we hope you and your friends, family and colleagues are safe and well. We know that this is a difficult time for everyone, but once the situation returns to normal, Llama Travel, and our partners in Latin America and Africa, are looking forward to helping you enjoy a fantastic holiday.
If you have any additional questions, please call us on 020 7263 3000.