14th April 2021
We know that many of you are longing to travel again, and with the government starting to announce details on how travel will restart, we’re seeing a growing number of new bookings. However, many people will be concerned by travel restrictions and the likely impact on holidays booked. We would therefore like to update you on what Llama Travel is doing in the current circumstances.
Flexibility, including a full refund if your holiday cannot operate
We are delighted that Which? and several newspapers including The Guardian and The Telegraph recognised our efforts in how we have dealt with our customers during the pandemic. We will continue to put our customers first.
We will only operate holidays if we feel that the situation is such that people are able to have a good, safe trip, based on UK and local government advice. We are reviewing whether a trip can operate approximately 60 days before the departure date. At that stage, if the holiday cannot go ahead, we are offering all customers the option to rebook for a future date or get a full refund.
What’s more, you can defer your trip to a later date at any point until 60 days before departure, even if the holiday can go ahead.
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, which has meant that we have been able to provide refunds promptly, even, for example, when we haven’t received money back from airlines. 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.
We will look after you no matter what
When the pandemic struck, 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 worked tirelessly 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.
Vaccinations and travel
There has been speculation about vaccination passports and whether these will be required for travel. We await information on this from the UK government and we are also monitoring the situation in all of our destinations. When the details are established, we will advise our customers of specific entry requirements.
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.