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Coronavirus update

Updated May 28, 2020

The Government has imposed further restrictions related to containing the spread of Coronavirus in the UK, now asking people to stay at home. Our offices are temporarily closed and we are working from home. Rest assured there's a team of people working hard to take care of customers, but for now please get in touch with us by emailing grj@greatrail.com. We'll pick up your email and be back in touch as quickly as possible, but we ask for your patience until we can resume our normal service. We've also changed our opening hours, with our teams working Monday to Friday, 9:00am until 5:30pm.

 

Tour departures overseas up to the 30th June?

We've now cancelled all our departures up to and including the 30th June and are currently contacting customers to discuss their bookings, prioritising by departure date. We're offering full flexibility to transfer the date of your existing holiday to later in 2020 or 2021 free of charge. We're also happy to transfer you on to an alternative holiday in 2020 or 2021.

Tour departures overseas after the 30th June?

A number of our holidays beyond the 30th June have also been cancelled. Our river cruise holidays have been cancelled up until the end of July and our Canada tours have been cancelled up until the end of September. We're offering full flexibility to transfer the date of these holidays to later in 2020 or 2021 free of charge.

For all other holidays due to depart after the 30th June, if you are unsure about travelling, we are happy to transfer your holiday for you to an alternative date - just let us know. If you would prefer to cancel, in most cases our standard booking terms and conditions currently apply.

If we have not contacted you to tell you your holiday has been cancelled, then we will be planning for it to go ahead. On this basis, any balance payments due to be made must be paid in full. The easiest way to do this is to use our 'Manage My Booking' service, available on the homepage of our website. As a member of ABTA and ATOL, please be assured that any payments you make are fully protected.

Travelling in the UK?

We are unable to operate our UK tours at the moment due to Government restrictions. We have now cancelled all tours departing up to the 30th June and are contacting customers prioritising by departure date. We're offering full flexibility to transfer the date of your existing holiday to later in 2020 or 2021 free of charge. We're also happy to transfer you on to an alternative holiday in 2020 or 2021.

If we have not contacted you to tell you your holiday has been cancelled, then we will be planning for it to go ahead. On this basis, any balance payments due to be made must be paid in full. The easiest way to do this is to use our 'Manage My Booking' service, available on the homepage of our website. As a member of ABTA and ATOL, please be assured that any payments you make are fully protected.

What if I have booked an unescorted Tailormade holiday?

Our Tailormade team are contacting all independent customers that have a holiday departing up to the 7th June to advise them of their options. Every holiday is bespoke, and our first action is to try and ensure that, where there is availability, these holidays are rebooked for later in 2020 or 2021.

Oberammergau Passion Play 2020 update

The organisers of the 42nd Oberammergau Passion Play have made the difficult decision to postpone the event until 2022. We are contacting all customers affected in priority of departure date, offering them the first opportunity to re-book for a 2022 date, or the flexibility to move to an alternative holiday in 2020 or 2021. If we haven't been in touch already, we will be soon.

If my holiday is cancelled will I get a refund?

We are a member of ABTA and ATOL, offering you financial protection for your holiday. In response to the Covid-19 outbreak, ABTA has provided updated guidance and is now advising customers to accept a refund credit note for cancelled holidays. It's important for you to know this is also the approach being taken by many of our suppliers, with credit notes being issued to us for cancelled tours.

If your holiday is cancelled you can transfer straight-away to an alternative date in 2020 or 2021, or we will issue you a refund credit note. You can use the credit note to re-book your holiday for a future date. This allows you more time to make your mind up about your future travel plans.

Your refund credit note will be issued within 14 days of the date of cancellation, with a value equal to the amount you've already pre-paid to us.

When will you decide whether my holiday is going to be cancelled?

With restrictions and advice currently open-ended, both here in the UK and in countries around the world, it is incredibly difficult for us to know whether we are going to be able to operate a tour or not. In line with guidance from our industry bodies we are therefore taking such decisions on a rolling 28-day basis. We will contact impacted customers as soon as we make the decision to cancel a holiday.