Policy Updated 07/05/20 14:15
COVID19 Refunds Policy
If you are a customer who has booked a USAirtours holiday through your travel agent, we act as your Tour Operator and have a contract directly with you to provide your holiday as detailed in our booking confirmation and in accordance with our booking conditions that are available to view on this website.
We are monitoring the situation daily and cancelling bookings on a rolling 14 day basis. Where customers have not been able to travel up until our rolling cancellation, we are responsible through your agent to offer an alternative holiday or provide a full refund.
Please note that as your contract is with USAirtours, your travel agent is not responsible for providing you with a refund until they have received it from us, your Tour Operator.
In normal trading conditions we would receive funds back from our suppliers promptly and that would enable us to process refunds efficiently within 14 days, as required by the Package Travel Regulations.
However, this unprecedented situation has caused a huge volume of refund requests to suppliers including airlines, hotels, car rental companies and cruise lines and so this has caused a significant backlog.
We are ABTA members and hold an ATOL licence 3085 that provides customers with full financial protection, but as a small independent Tour Operator, we are not able to refund you through your travel agent until we have received the funds back from our suppliers.
As a consequence, we are issuing Refund Credit Notes in accordance with ABTA’s guidelines and further information can be found on their website abta.com/news/coronavirus-outbreak.
This Refund Credit Note is valid for you to book the same or similar holiday with us through your travel agent by 31st March 2021 for travel by 31st December 2022.
If you choose the accept a Refund Credit Note it is financially protected under the ATOL scheme and if you later change your mind, we will convert the Refund Credit Note into a cash refund.