Covid-19 Update

Search
  • {{item.label}}
  • {{item.value ? item.displayValue : item.anyValue}}

Updated on July 28

Contacting us

We are currently experiencing exceptionally high call volumes of incoming calls. For this reason, we politely request that you only call us if you are due to travel with us in the next 4 weeks. For customers not travelling with us in the next 4 weeks, the best way to get in touch is via live chat or email ([email protected]). Thanks for your ongoing patience and understanding. 

 

You're in the safest of hands

At Newmarket Holidays, we know how much your holiday means to you, but what matters most to us, is your wellbeing. With 37 years of experience, and a dedicated team of experts on-hand around the clock, you can rest assured that when you travel with us, you are in the safest of hands. 

We are currently guided by the latest advice and guidance from ABTA, the the Foreign, Commonwealth and Development Office (FCDO) and Public Health England with regards to the COVID-19 pandemic. Our dedicated team of experts review this advice and communicate with on-the-ground colleagues, allowing us to review affected holidays and make alternative arrangements where possible.

Consequently, we have made the difficult decision to suspend all of our short haul and river cruise holidays through to the 31st July 2020. Our long haul programme is suspended through to 30th September 2020.

Please see the section below for specific details about ocean cruise.

That said, green shoots are starting to appear and the UK Government is now beginning to lift travel restrictions, meaning our focus now moves to re-starting our holidays safely but without compromising your enjoyment.

In light of the above, we have set out our policies below to each customer scenario.

Thank you for support and understanding during these difficult times.

 

Frequently Asked Questions

  • Due to the ongoing outbreak of COVID-19 across the world, Newmarket Holidays has made the difficult decision to temporarily suspend all operation of its touring programme up to and including July 31st 2020. All long-haul tours are cancelled until September 30th 2020.

    Whilst we know this decision will bring disappointment to many of our customers, we believe this is the responsible action needed to ensure the safety and well being of our customers and employees at this time.

    Due to the high volume of bookings affected, we kindly ask you to refrain from contacting the team at this time. We will be contacting all customers in order of departure date with bookings set to depart within the next 72 hours treated as priority.

    We wish to welcome all customers affected back on a Newmarket tour at a later date when we are confident, we can deliver the high-quality experience that is expected from a Newmarket holiday. Thank you for your patience and ongoing support.

  • Our long-haul programme is now suspended until September 30th 2020. If you have booked a long-haul tour departing before or on September 30th, will be in touch with you, if we haven’t already, to set out the options available to you. They are:

    • You can transfer to another Newmarket Holiday and receive a credit of 110% of the cost of your original holiday.
    • You can hold your monies on a fully protected credit note, to redeem before 30 January 2021, for any departure date we have on sale. You will be entitled to the re-booking incentive of 110% of the value of your original booking when you come to make your new booking.
    • We are obliged to offer you a full refund of your monies paid and we will honour that obligation. However, by accepting a transfer or a credit note option, you will not only be helping Newmarket Holidays but also the many hundreds of people in our destinations who rely so heavily on tourism.
  • If you have opted for a refund from your cancelled booking, we thank you very much for your ongoing patience. We've had to rapidly adapt our working processes, and we are currently processing a significant volume of cancellations, with a vastly reduced team across our business. You should expect to receive your refund approximately 8 to 10 weeks from the original departure date. 

    Where you paid your deposit over 6 months ago, this deposit amount will be refunded to you in cheque form, with your balance payment refunded in the form of your chosen payment type at the time of transaction. For clarity, where you paid your balance on a credit card, your balance will be refunded back to your credit card but your original deposit amount refunded in cheque form

    Thank you for your patience and understanding during this challenging period.

  • Responding to UK Government advice, your holiday is now cancelled. Our Customer Service team will be contacting you in departure date order, with a view to re-arranging your holiday and discussing your various options. These are namely but not exclusively the following:

    • If you wish to transfer to a new holiday within 2020, you will be offered 120% of the cost of your original holiday, as a payment towards your new holiday in 2020.
    • If you wish to transfer to a new holiday within 2021, you will be offered 110% of the cost of your original holiday, as a payment towards your new holiday in 2021.
    • If you are unable to make a decision about when you wish to travel, or which holiday you wish to transfer on to, you will be entitled to a credit note up to the value of your current holiday. You can use that credit note to book a new holiday with us, departing anytime up to 31 December 2021. That new holiday must be booked by 31 December 2020. 
    • When using the credit note, depending on when your holiday departs you will have up to 120% of your current holiday value to use (120% if departing in 2020 and 110% if departing in 2021).

    It is important to note that should the value of your transfer incentive be greater than the difference in the cost of your new holiday, that difference in amount will not be refunded to you in cash terms nor as credit towards another holiday. We would encourage you to make use of the additional services on offer, such as pre-booked excursions or upgrading your hotel choice.

     

    If the cost of the new holiday is greater than the amount you paid and your incentive does not cover the full amount, you will be required to pay the difference and the balance due date of your holiday will be in line with our standard terms & conditions. If the cost of the new holiday is cheaper than the one you have already paid, you will be refunded the difference in the cost of the holiday and no credit note incentive will be applicable.

    Thank you for your patience and ongoing support.

  • You should pay your balance as expected with a view to travelling. Should your tour be cancelled at a later date we will be in touch with you to discuss your options. We are working hard to resume our holidays as soon as it is safe enough to do so and expect at this stage that some of our tours will be departing in August with our full short haul and river cruise programme operating in September 2020. Should you wish to transfer to an alternative holiday at this stage, it will be subject to our standard Terms & Conditions.

     

    Your peace of mind is our number one priority, and as such we would like to update you on some changes to our latest policies to both provide for your utmost safety in these unusual times, but also to financially protect you in the unlikely event things don’t go according to plan.

     

    We are keeping a very close eye on things, and are expecting your holiday to depart as planned with our additional safety measures in place.

     

    As you will have seen with the recent change in Foreign Office (FCO) advice for travelling to Spain, the Government is taking a very proactive stance and minimising any risk relating to Covid-19 at this time. Newmarket Holidays fully endorses this policy and will act equally proactively to protect you financially in the event that you might be affected by a similar change in policy.

     

    • Should the advice of the Foreign Office change and you are unable to travel as they deem there being even the slightest risk it may be unsafe (defined as “we recommend against all but essential travel”), then we will contact you with your options including an amendment to a new holiday with no administration fee or a full refund of your balance monies paid back within 21 days of the original departure date.

     

    • Should the Foreign Office advise it is safe to travel on your holiday but have added a contingency for your destination that you would be required to quarantine for 14 days on return to the UK we will continue to operate that holiday but offer you the opportunity to amend your holiday with no administration fees, up to 21 days before departure. You can also, if you wish, cancel your holiday and any balance paid to us will be refunded to you within 21 days (Please note you will lose your deposit).
  • We are currently working extremely hard to resume our tours and holidays as quickly and as safely as possible. There is an incredible world out there waiting to be explored, but the safety and well-being of our customers and employees remains our number one priority. If you are due to travel in July 2020, we are offering a flexible re-booking policy. Please call us on 0333 620 9652 to discuss your options. Please note that our phones lines are busier than usual at the moment.  

    If you are travelling on a European holiday (excluding river & ocean cruise) and your balance is due shortly for a departure after 31 July 2020, we are planning for your holiday to depart as originally planned and your balance is due 42 days before departure. However, this is a fast-moving situation and if the travel advice, as set out by the UK Government, changes and your holiday is affected, we will be in touch with you to discuss your options.

    If you are travelling on a worldwide holiday (excluding ocean cruise) and you are due to travel after the 31st July 2020, but before 30 September 2020, we have reduced the balance due date to 42 days before departure. For worldwide holidays departing from 1 October, you should pay your balance by the balance due date on your original documentation.

    If you are travelling on a river cruise holiday after 31st July 2020, your cruise is planned to operate as normal and your balance is due to be paid 90 days before departure.

    Rest assured your money remains 100% protected with Newmarket thanks to our ABTA and ATOL licenses. 

    Thank you for your patience and ongoing support.

  • On the 20th July 2020, sadly our ocean cruise partner, Cruise & Maritime Voyages, entered administration, a direct result of the strain placed on the travel industry of the COVID-19 pandemic.

    • For customers who were originally due to depart before 25 August 2020 whose cruise was previously cancelled and who had requested a refund, this refund will continue to be processed and you should expect to receive it 9-10 weeks from your original sailing date. If you have not already received your refund and wish to transfer your monies to any other Newmarket holiday, you can do so with no administration fee, by calling our Travel Consultants.

     

    • If you were due to travel on or after 26 August 2020, we are in touch with the administrators of Cruise & Maritime Voyages and we will communicate to you in due course. Please do not contact us at this stage. We will contact you via email.
  • In line with Government advice, we have cancelled your holiday and you have the following options:

    • Transfer to a new river cruise holiday within 2020 and you will be offered 120% of the cost of your original river cruise holiday, as a payment towards your new holiday in 2020.
    • Transfer to a new river cruise holiday within 2021 and you will be offered 110% of the cost of your original river cruise holiday, as a payment towards your new holiday in 2021.
    • If you are unable to make a decision about when you wish to travel on your next river cruise, or which river cruise holiday you wish to transfer on to, you will be entitled to a credit note up to the value of your current holiday, excluding travel insurance costs. You can use that credit note to book a new river cruise holiday with us, departing on any river cruise we have on sale. That new holiday must be booked by 31 December 2020.
    • When using the credit note, depending on when your river cruise holiday departs you will have up to 120% of your current holiday value to use, excluding insurance (120% if departing in 2020 and 110% if departing in 2021 or 2022).
  • Your river cruise holiday is operating as planned. If the travel advice, set out by the UK Government changes and this affects your holiday, we will be in touch with you by email to discuss your options, as set out above. If you have only paid a deposit for your River Cruise holiday you should continue to pay your balance as planned. Standard terms and conditions apply.

  • Oberammergau 2020

    I have booked to travel for Oberammergau 2020. What happens now?

    Oberammargau 2020 has been cancelled and the premier of the passion play moved to May 2022. Given the uniqueness of this experience, the following options are open to our customers.

    • You can choose to transfer your monies paid to reserve your place for 2022. When that package becomes “on sale”, we will contact you to formalise that booking. When that new booking is made, you will be entitled to a 5% discount off the price. You will be required to pay any increase in cost versus what you have booked for 2020, minus 5% re-booker discount.
    • You can choose to transfer your monies paid to any other Newmarket Holiday on sale. To be clear, when you make your booking, you can travel anytime we have on sale. This includes our European or Worldwide tours.
    • If you have paid your full balance of your Oberammargau 2020 experience, when transferring those monies paid to a new holiday, you will be able to use up to 120% to transfer to a new holiday in 2020, or 110% to transfer to a new holiday in 2021. Any difference in price will need to be paid by you, but no administration fees will be applied.
    • If you have paid a deposit for you Oberammargau 2020 holiday, you can transfer that deposit to a new holiday in 2020 with no administration fee. Or you can transfer that deposit to a new holiday in 2021 with no administration fee, but at the time of amendment pay us an additional £50pp towards your deposit payment (as our 2021 deposits are higher than 2020).
    • If you are unable to decide which holiday you wish to transfer too, we can hold your monies on a secure credit note. You can book any of our holidays on sale up to 31 Dec 2020 but travel anytime we have on sale.

     

    Andre Riéu in Vienna May/June 2020

    I had  booked to travel for Andre Rieu in Vienna. What happens now?

    Andre Rieu productions have cancelled the concert due to take place in Vienna in May and June 2020. With that in mind, customers have the following options:

    • Transfer your monies paid to our André Rieu Vienna 2021 tour (concert date 3 June 2021)
    • Transfer your monies paid to our 4 day André Rieu’s Christmas concert in Maastricht 18-21 December 2020
    • Transfer your monies to any other Newmarket Holiday departing in 2020
    • Transfer your monies to any other Newmarket Holiday departing in 2021 and pay an additional £50pp deposit
    • Finally, if you are unable to decide which holiday you wish to transfer too, we can hold your monies on a fully protected credit note to be redeemed by 31 October 2020, for any departure period we have on sale.

     

    Andre Riéu in Maastricht July 2020

    I have booked to travel for Andre Rieu in Maastricht in July 2020 and notice this is cancelled. What will happen?

    Due to the uniqueness of this specific event, we are delighted to have secured space for this same concert in July 2021 and subsequently, will automatically move everyone’s booking to a like for like tour in 2021, with absolutely no additional price to pay and the balance collection date will move to the appropriate balance collection date in 2021 (so no need to pay any additional now).

     

    Alternatively, customers can choose from any other option listed below:

    • Transfer your monies paid to our André Rieu Vienna 2021 tour (concert date 3 June 2021)
    • Transfer your monies paid to our 4 day André Rieu’s Christmas concert in Maastricht 18-21 December 2020
    • Transfer your monies to any other Newmarket Holiday departing in 2020
    • Transfer your monies to any other Newmarket Holiday departing in 2021 and pay an additional £50pp deposit
    • Finally, if you are unable to decide which holiday you wish to transfer too, we can hold your monies on a fully protected credit note to be redeemed by 31 October 2020, for any departure period we have on sale.

     

    Wimbledon 2020

    I had booked a Newmarket package for Wimbledon 2020. What happens now?

    We have been notified that Wimbledon 2020 has been cancelled. We have secured tickets and hotel rooms for Wimbledon 2021 and will automatically move all customers to 2021 so they have this to look forward too.

     

    Edinburgh Tattoo 2020

    I had booked a Newmarket package for Edinburgh Tattoo 2020 and notice this is cancelled. What happens now?

    As the Edinburgh Tattoo is cancelled, customers have the following options:

    • You can transfer your deposit paid to any other holiday in 2020. There would be no administration fee to do so, but you would be expected to accept any additional price but would not need to be paid until the balance due date of your new holiday. If the holiday is cheaper, that would be reflected in your revised confirmation invoice.
    • You can transfer your deposit paid to another holiday in 2021 including our Edinburgh Tattoo. There would be no administration fee to do so, but you would be expected to accept any additional price but would not need to be paid until the balance due date of your new holiday. If the holiday is cheaper, that would be reflected in your revised confirmation invoice. You would not be expected to pay any extra deposit. For clarity, specific for Edinburgh Tattoo customers transferring to another holiday in 2021, there is no additional deposit to pay at the time of amendment.
  • Absolutely. We still have many customers who are booking holidays with us. We want to give our customers the peace of mind that whatever situation arises from COVID-19, you will be in safe hands. By booking with Newmarket, you are also protected by ATOL and ABTA. With over 37 years’ experience as an escorted tour specialist, we are committed to putting our customers and our suppliers first.

  • We are also delighted to now offer an enhanced insurance policy which includes comprehensive cover against COVID-19. This new insurance policy, while enhanced, is the same price as our previous insurance policy. Please ask our travel consultants for more information.

     

    • You or a travelling companion being refused boarding of the public transport on which you are booked to travel, on the order of any government, public authority or carrier, due to you or a travelling companion, displaying symptoms of a contagious disease (including an epidemic or a pandemic disease such as COVID-19)

     

    • You or a travelling companion being held in quarantine by order or other requirement of a government or public authority, based on their suspicion that you or a travelling companion, specifically, have been exposed to a contagious disease (including an epidemic or a pandemic disease such as COVID-19).

     

    • Your redundancy

     

    If your holiday is departing as planned and you fail to pay your balance by the balance due date, or transfer your holiday before that date, (in departure date order), we will automatically cancel your booking at a loss of deposit as per our Terms & Conditions.

Menu
Need Help?
Call us now on
0330 160 7700

Booking Hotline
Mon to Fri 9am - 4pm
Sat 9am - 2pm
Sun Closed
Bank Holidays Closed
Customer Service
Mon to Fri 9am - 4pm
Sat 9am - 2pm
Sun Closed
Bank Holidays Closed