26th August 2020
We know that people will be concerned by the travel restrictions that have been 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 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.
Customers due to travel before the end of 2020
For all our customers who booked before the Covid-19 pandemic struck, and are not able to take their holidays as scheduled, we are offering the option to transfer your booking to the same holiday for the equivalent date in 2021 without paying anything extra, up to 110% value of your 2020 holiday price. This applies to the Llama Travel holiday price, and not to flight supplements or upgrades. If you transfer to a holiday with a lower published price than the price you have paid, we will of course refund the difference.
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 refund all monies paid.
Customers due to travel from January 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.
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. If we cannot operate your holiday because of Covid-19 travel restrictions, you will get the choice of changing to a new departure date or getting a refund of any monies you have paid us.
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.