Coronavirus has now touched all of our lives and at this extremely difficult time, our thoughts go out to our customers, lodge owners and all their staff who have been affected.
Events are evolving and changing all the time, and each new day brings with its new information and challenges. So, at Sportquest Holidays we are ensuring that we stay abreast of any new developments that affect the travel industry and our customers, so that we are well-placed to respond and adapt accordingly.
Now that the FCO advice has changed, we know that many loyal customers are looking forward to travelling again, but we are also very aware after talking to many customers that there is still the what-if question?
- How do you plan and book future holidays risk-free?
- Will Covid-19 return?
- What if there is another pandemic?
That is why Sportquest Holidays has listened to its customers who have clearly stated that flexibility was now a key factor when booking a holiday. Sportquest Holidays has therefore taken the decision to introduce an unprecedented level of flexibility to ensure that everyone is able to make the decisions that are right for them at the time that is right for them for all new bookings made between 1st August 2020 & 31st December 2022. We are doing this by way of our Covid-19 Promise and our Covid-19 Viable Test. We believe these terms and conditions are amongst the most generous in the UK travel industry right now, and we hope they will give you the confidence, when you feel ready, to go ahead and book your next travel adventure now with little risk. The only risk is doing nothing and finding out that the destination or date you wish to travel is no longer available.
Covid-19 promise
Our COVID Promise States That:
- You have the right to transfer without our normal change fee, from any of our trips at any time to any of our other destinations if your original trip is not Covid-19 Viable (see Covid-19 promise t&c’s 1)
- If your trip is not Covid-19 Viable 7 days before departure, Sportquest Holidays will cancel your holiday and offer you a choice of either:
- Postponing your existing booking to an alternative date, with no price increases.
- Move all your money paid to an alternative Covid-19 Viable destination (see Covid-19 promise t&c’s 2)
- Receive an ATOL financially protected refund voucher to be used at a later date to any of our destinations (see Covid-19 promise t&c’s 3)
- Receive a full refund paid directly in to your bank account (see Covid-19 promise t&c’s 4)
- Flexible booking conditions. Although we like to think that we have always been flexible, we are now offering free rebooking up to 7 days before travel, meaning that where we’re operating your holiday as it is Covid-19 Viable but you do not wish to travel because of Covid-related issues, we will not charge you the normal Sportquest Holidays amendment fee (see Covid-19 promise t&c’s 1). This applies where there is a requirement to self-isolate due to governmental advice (such as existing health issues making you high risk, NHS Test & Trace), if you or a member of your party fall ill with Covid-19 before departure, or if you are subject to a localised lockdown. (see Covid-19 promise t&c’s 5)
- Balance payments will not be payable until we can determine if your holiday is Covid-19 Viable. If viable, balance payments will be required as per our standard terms and conditions.
- Financial Security: by booking with Sportquest Holidays you can have complete peace of mind that your money is safe. If you have booked a packaged holiday with Sportquest Holidays, all money paid is protected by Sportquest Holidays ATOL licence number 6371. In the event that Sportquest Holidays was to be insolvent, ATOL will either arrange for your holiday to proceed as planned or refund you in full. If you have booked a packaged holiday with Sportquest Holidays and one of its suppliers: either airlines, accommodation or activities was to be insolvent (which has an adverse effect on your holiday). Sportquest will offer you either:
- Move all your money paid to an alternative destination with no price increases.
- Receive an ATOL financially protected refund voucher to be used at a later date to any of our destinations (see Covid-19 promise t&c’s 3)
- Receive a full refund paid directly in to your bank account (see Covid-19 promise t&c’s 4)
Covid-19 viable
We will only consider a trip to be Covid-19 Viable if it meets all of the following criteria:
- The British Foreign & Commonwealth Office do not advise against all but essential global travel or advise against travel to any part of the tour for Covid-19 related reasons. (see Covid-19 promise t&c’s 2).
- No destinations visited on the tour have in place any significant Covid-19 restrictions that would have an adverse effect on your holiday.
- Tourist visas (If required) are available.
- There is reliable airline access to/from the start/end of the trip.
- Following an assessment by both Sportquest Holidays and our local partners we are confident that your trip is able to run in both a safe and enjoyable manner.
Covid-19 promise t&c’s
Please note the following points that are in addition to our existing terms & conditions:
- We are very happy to offer flexible free transfers to alternative destinations as per our Covid-19 Promise but it is subject to fair usage as these transfers often involve a lot of work on our part, hence the reason for our usual change fees. So please be kind! Please note that while Sportquest Holidays will not charge any change fees, we will only require that you meet the costs we’re unable to recover from our suppliers (such as flights, other international travel and late cancellation charges), and any charges imposed by our suppliers for making a change on your behalf.
- Since our offices are in the UK, Covid-19 Viable status will be assessed on UK-based departures.
- Refund Credit Note (RCN) are financially protected under our ATOL under 6371, each RCN is valid of a period of 12 months, if the RCN is not used to book an alternative holiday within the 12 months you will receive a full refund to the RCN value. Note: the RCN can be used either as full or part payment, the travel date can be after the 12-month expiry date.
- Full refunds will be processed as quickly as possible and we will endeavour to process them within an average of 14 days. However, the time to process refunds will be affected by the time taken for Sportquest Holidays to receive refunds from its suppliers.
- If you wish to amend your booking due to Covid-19 related issues you will need to provide supporting evidence, otherwise our normal terms & conditions will apply.
Covid-19 Travel insurance
We understand the importance of feeling completely safe and at ease when you travel. That’s why we’ve partnered up with Allianz Assistance to offer our customers access to better pandemic and epidemic protected travel insurance, including some cover for Coronavirus-related claims.
We want you to be prepared before travelling abroad and be aware of what you are covered for with your travel insurance policy. Allianz Assistance has developed a new product which now covers you for a range of different pandemic and epidemic travel-related issues.
Allianz Assistance covers you in case of epidemics and pandemics, in case you or your family are diagnosed with epidemic/pandemic disease or individually put into quarantine due to exposure to the virus. For details, please check their Terms & Conditions. Note: Travel must be in accordance with the Foreign & Commonwealth Office travel advice.
So, what would you be covered for under this new offering and how can it benefit you when you travel?
Questions & Answers
We understand that it is important to have flexibility and options therefore, if at any point your holiday is not Covid-19 Viable, you have the right to transfer without our normal change fee, from any of our trips at any time to any of our other destinations. (see covid-19 promise t&c’s 1)
If your trip is not Covid-19 Viable 7 days before departure, Sportquest Holidays will cancel your holiday and offer you a choice of either:
(a) Postponing your existing booking to an alternative date, with no price increases.
(b) Move all your paid funds to an alternative Covid-19 Viable destination (see covid-19 promise t&c’s 2)
(c) Receive an ATOL financially protected refund voucher to be used at a later date to any of our destinations (see covid-19 promise t&c’s 3)
(d) Receive a full refund paid directly in to your bank account (see covid-19 promise t&c’s 4)
If this happens your holiday will immediately become not Covid-19 viable and we will contact you offering you the options below:
(a) Postponing your existing booking to an alternative date, with no price increases.
(b) Move all your money paid to an alternative Covid-19 Viable destination (see covid-19 promise t&c’s 2)
(c) Receive an ATOL financially protected refund voucher to be used at a later date to any of our destinations (see covid-19 promise t&c’s 3)
(d) Receive a full refund paid directly in to your bank account (see covid-19 promise t&c’s 4)
In this situation, your holiday would not be Covid-19 viable and therefore you will have the following options:
If at any point your holiday is not Covid-19 Viable, you have the right to transfer without our normal change fee, from any of our trips at any time to any of our other destinations if your original trip is not Covid-19 Viable (see covid-19 promise t&c’s 1)
If your trip is not Covid-19 Viable 7 days before departure, Sportquest Holidays will cancel your holiday and offer you a choice of either:
(a) Postponing your existing booking to an alternative date, with no price increases.
(b) Move all your paid funds to an alternative Covid-19 Viable destination (see covid-19 promise t&c’s 2)
(c) Receive an ATOL financially protected refund voucher to be used at a later date to any of our destinations (see covid-19 promise t&c’s 3)
(d) Receive a full refund paid directly in to your bank account (see covid-19 promise t&c’s 4)
Although we like to think that we have always been flexible, we are now offering free rebooking up to 7 days before travel, meaning that where we’re operating your holiday as it is Covid-19 Viable but you do not wish to travel because of Covid-related issues, we will not charge you the normal Sportquest Holidays amendment fee (see covid-19 promise t&c’s 1)
As mandatory quarantine when returning back to the UK does not affect your actual holiday that is booked, your holiday will still be deemed viable. However, Sportquest Holidays understands that for most people this is not a realistic proposition. In this circumstance we are now offering free rebooking up to 7 days before travel, meaning that where we’re operating your holiday as it is Covid-19 Viable but you do not wish to travel because of Covid-related issues, we will not charge you the normal Sportquest Holidays amendment fee (see covid-19 promise t&c’s 1)
As these elements are outside the control of Sportquest Holidays your holiday would still be deemed as Covid-19 viable however, we will do everything within our power to help and assist. We are now offering free rebooking up to 7 days before travel, meaning that where we’re operating your holiday as it is Covid-19 Viable but you do not wish to travel because of Covid-19 related issues, we will not charge you the normal Sportquest Holidays amendment fee (see covid-19 promise t&c’s 1)
If you have taken out a Covid-19 travel insurance policy with Allianz Assistance you will usually be covered for any unrecoverable costs. (Please note it is your responsibility to check the detail of your travel insurance protection)
If you have taken out a Covid-19 travel insurance policy with Allianz Assistance you will usually be covered for any unrecoverable costs. Please note you will need to provide written confirmation of the denied boarding order from the carrier when you make a claim. (Please note it is your responsibility to check the detail of your travel insurance protection)
Sportquest Holidays will provide as much help and assistance as possible while you are away, however this is an area where you must ensure that you have adequate travel insurance. If you have taken out Covid-19 travel insurance with Alliance Assistance you should be covered for medical costs incurred as a result if you are outside the UK when falling ill. They will normally also provide cover for cutting short your trip, repatriation and/or extending your trip if you aren’t well enough or able to travel home as planned. Their policies normally also cover the cost for one member of your travel party to stay abroad with you, where medically necessary, until you are fit enough to return home.
(Please note it is your responsibility to check the detail of your travel insurance protection)
We will only consider a trip to be Covid-19 Viable if it meets all of the following criteria:
1. The British Foreign & Commonwealth Office do not advise against all but essential global travel or advise against travel to any part of the tour for Covid-19 related reasons. (see covid-19 promise t&c’s 2)
2. No destinations visited on the tour have in place any significant Covid-19 restrictions that would have an adverse effect on your holiday.
3. Tourist visas (If required) are available.
4. There is reliable airline access to/from the start/end of the trip.
5. Following an assessment by both Sportquest Holidays and our local partners we are confident that your trip is able to run in both a safe and enjoyable manner.
Since our offices are in the UK, Covid-19 Viable status will be assessed on UK-based departures. However, if your trip is still Covid-19 viable based on UK departures and your governments travel advice is different for your country, you can transfer without our normal change fee, from any of our trips at any time to any of our other destinations. (see covid-19 promise t&c’s 1)
Once the world starts to open up again it is likely that different destinations will open up travel at different times. To determine which destinations are able once again to be visited, we will be avoiding the often panic-inducing headlines and instead will be looking to official sources upon which to base our decision-making especially as we do not profess to be medical experts. In general, we will be following the advice of the British Foreign & Commonwealth Office (FCO) with regards to Covid-19 and would urge all travellers to do the same.
Please also note that as a pioneering travel company, often leading the way to destinations that are considered ‘off the tourist trail’ we are very experienced in assessing the safety of the countries to which we travel. As well as reviewing the FCO advice on the safety of travellers, we also are in close contact with our teams in each country to understand the local situation. We would not run a trip if we had serious concerns about the safety of our clients or our local teams on the ground. In addition, given the current fluidity of the situation, if required we would have no hesitation in making any necessary changes to your day-by-day itinerary for your own personal welfare and safety
It’s worth mentioning that most of the advice below is applicable also for those not travelling and is just considered good hygiene practice even back home in your country of residence.
Frequently wash your hands with soap and (ideally hot) running water for at least 20 seconds.
Avoid touching your eyes, nose, and mouth with unwashed hands.
Cover your mouth when you cough or sneeze with a tissue, then throw the tissue in a bin and wash your hands. If you don’t have a tissue to hand, then sneeze into the crease of your elbow.
Do not travel if you feel sick and avoid close contact with anyone who is sick.
Carry hand sanitiser with you at all times and use frequently.
The actual benefits of using masks and/or other facial coverings are hotly disputed, however it increasingly seems that they will play some role in travel, especially at times when social distancing is not possible or not practical. However, should you decide to use a mask, you should ensure you continue to use all the above recommended precautions in order to minimise the risk of transmission.
Most airports and airlines now require you to wear facemasks at all times apart from drinking and eating.
Our criteria for a trip to be Covid-19 Viable includes a full assessment taken in conjunction with our local partners to ensure we can run your trip in both a safe and enjoyable manner.
Every country is implementing its own set of guidelines and regulations (such as standardised cleaning practices, face-mask requirements etc) to minimise risks associated with Covid-19.
Each destination will also have its own Covid-19 safety policies, such as increased cleaning, total sensitisation of any rental equipment etc. Please note it will be mandatory to follow any individual Covid-19 policies at each destination, this is not only ensuring your safety but also the safety of others.
As a minimum we will follow and implement all such requirements. While we cannot offer a 100% guarantee that not a single client will contract Covid-19, we can assure you that we will take all reasonable steps as part of our duty of care to both you and our local team abroad.
To ensure the safety of our clients and our staff, we have set stringent criteria before we would consider a trip to be Covid-19 viable. Therefore, if a trip is Covid-19 viable our standard terms & conditions, transfer and cancellation fees will typically apply but if there were specific reasons as to why you were not able to travel then we would be as flexible as we could and consider each situation individually.
