Updated August 11, 2020
As restrictions on lock-down lift, we continue to work from home and will gradually be re-opening our office to a small number of the team. You can get in touch with us by telephone (see opening hours at the top of this page), by emailing us at grj@greatrail.com or use our website chat service which is available during office hours.
Here's our latest updates and frequently asked questions:
All departures up to and including the 16th August have been cancelled. Customers have the full flexibility to transfer the date of their holiday to later in 2020 or 2021 free of charge, or transfer to an alternative holiday in 2020 or 2021.
For holidays due to depart after the 16th August, we expect tours to go ahead, based on current Coronavirus restrictions and discussions with our suppliers. We know that restrictions are being updated frequently and we will be making decisions on a tour by tour basis, advising customers by calling them as soon as we can confirm whether their holiday can go ahead. If we have to cancel a holiday, customers will have the flexibility to transfer their holiday. If a tour goes ahead, but a customer chooses not to travel, standard cancellation terms will apply.
All departures up to and including the 11th August have been cancelled. Customers have the full flexibility to transfer the date of their holiday to later in 2020 or 2021 free of charge, or transfer to an alternative holiday in 2020 or 2021.
For holidays due to depart after the 11th August, we are expecting a number of our tours to go ahead, based on current Coronavirus restrictions and discussions with our European suppliers. We know that restrictions are being updated on a frequent basis and we will be making decisions on a tour by tour basis, advising customers by calling them as soon as we can confirm whether the holiday can go ahead.
If we have to cancel a holiday, customers will have the flexibility to transfer their holiday. If a tour goes ahead, but a customer chooses not to travel, standard cancellation terms will apply.
All departures up to and including the 31st October have been cancelled with customers having full flexibility to transfer the date of their existing holiday to later in 2020 or 2021 free of charge. We're also happy to transfer customers on to an alternative holiday in 2020 or 2021.
We are hoping to be able to operate some of our long-haul tours from November onwards. We are monitoring Coronavirus restrictions on a country by country basis and talking with suppliers regularly to fully understand the position on the ground in the countries we visit. We know that restrictions are being updated on a frequent basis and we will be making decisions on a tour by basis, advising customers by calling them as soon as we can confirm whether the holiday can go ahead.
All river cruises up to and including the 31st August have been cancelled with customers having full flexibility to transfer the date of their existing holiday to 2021 free of charge.
We expect to be able to operate a number of our river cruises from September onwards, including our Rhine Christmas Markets cruise in December. As soon as we have a decision on whether a river cruise can go ahead, we will call customers to let them know.
Because of the bespoke nature of these holidays, a number of our Tailormade independent tours are now able to go ahead, dependent on individual country Coronavirus restrictions. We are monitoring country restrictions on a regular basis and if we have to cancel a holiday due to Coronavirus restrictions, we will contact customers directly and wherever possible arrange for the holiday to be rebooked at a later date.
We've been working closely with our partners to ensure we can
give you the best holiday experience possible, whilst adhering to
local regulations and safety protocols in the countries you are
visiting. We've outlined how we'll be looking out for your
well-being in our Travel Safe commitments. www.greatrail.com/why-grj/travel-safe/
We are a member of ABTA and ATOL, offering you full financial protection for your holiday. In response to the Covid-19 outbreak, ABTA has advised customers to accept a Refund Credit Note for cancelled holidays, to help give us time to re-coup costs we've already paid out for your holiday from our suppliers.
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. This will be issued within 14 days of the date of cancellation, with a value equal to the amount you've paid to us. Your Refund Credit Note will have an end date of 30th March 2021. This is the date by which the Refund Credit Note can be used to re-book your holiday, giving you more time to make your mind up about your future travel plans, or exchanged for cash.
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, get in touch with us either by emailing us at grj@greatrail.com, using the chat service on our website, or calling us. Unfortunately, we can't process your Refund Credit Note to book online.
If you have a Refund Credit Note, you will need to redeem this on or before 30 September 2021. After this date, your Refund Credit Note will cease to be ABTA/ATOL protected. Of course, if you have any questions about your Refund Credit Note, we are here to help.
With restrictions and travel advice frequently changing, 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. We will always contact impacted customers as soon as we make the decision and aim to do this no later than 17 days before your departure date.
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.