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Coronavirus update

Updated June 26, 2020

As restrictions on lock-down are starting to lift, we will gradually be re-opening our office to a small number of the team, alongside continuing to work from home. We still won't be able to welcome customers into our offices for a little while yet.

The team continues to be  working hard to take care of customers, but for now the easiest way to  get in touch with us is by emailing grj@greatrail.com. We'll pick up your email and be back in touch as quickly as possible. Our working  hours are currently Monday to Friday, 9:00am until 5:30pm.

 

Tour departures overseas up to the 31st July?

We've now cancelled all our departures (including river cruises) up to and including the 31st July 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 31st July?

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 31st July, if you are unsure about travelling, we are happy to transfer your holiday for you to an alternative date - just let us know. A small transfer fee will need to be paid for holidays departing 1st August onwards. If you would prefer to cancel, in most cases our standard booking terms and conditions will 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 19th July 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 19th July 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.

How do I use my Refund Credit Note to book a holiday?

You can use your Refund Credit Note to book any of our escorted tour, river cruise or Tailormade holidays. Once you know the holiday and date you want to book for, get in touch with us either by emailing us at grj@greatrail.com, using the chat service on our website, or calling us as we switch back on our telephone lines. Unfortunately you can't use your refund credit note to book online through our website.

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 21-day basis. We will contact impacted customers as soon as we make the decision to cancel a holiday.