You're in the safest of hands

Updated on June 30

Still valid on July 13

 

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 (info@newmarketholidays.co.uk). Thanks for your ongoing patience and understanding. 

 

Ocean cruise update

Our cruise partner, Cruise & Maritime Voyages, have suspended sailings through to 25 August 2020. For customers awaiting refunds, we are working with our supplier to refund cancelled ocean cruise bookings. Please rest assured that this process is well under way, however due to volumes in excess of 1000% greater than normal capacity, our backlog is currently much larger than we would like. As such we are processing refunds for cancelled cruises by departure order, with refunds currently being completed approximately 8 weeks after the original departure date. We sincerely apologise for any inconvenience this may cause and very much appreciate your ongoing patience on this matter.

If you are travelling on an ocean cruise holiday after 25 August 2020, your cruise is planned to operate as normal and your balance us due to be paid 97 days before sailing.

 

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 Foreign & Commonwealth Office (FCO) 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.

Given the fluid nature of the crisis, we are working around-the-clock to ensure all information on this site is updated as quickly and as accurately as possible. For the latest advice, please see ABTA, FCO and Public Health England for guidance.

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.

    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.

  • 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. 

    For customers awaiting refunds of their ocean cruise booking, we are working with our supplier Cruise & Maritime Voyages to refund cancelled ocean cruise bookings. Please rest assured that this activity is well under way and all requested refunds are being processed, however due to volumes in excess of 1000% greater than normal our backlog is currently running more slowly than we would like. As such we are processing refunds for cancelled cruises by departure order, with refunds currently being completed approximately 8 weeks after the original departure date. We sincerely apologise for any inconvenience this may cause and very much appreciated everyone’s patience on this matter.

    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.

  • 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 56 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 62 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.

    If you are travelling on an ocean cruise holiday after 30 June 2020, your cruise is planned to operate as normal and your balance us due to be paid 97 days before sailing.

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

    Thank you for your patience and ongoing support.

  • Our cruise partner, Cruise & Maritime Voyages, has announced that it is suspending all cruising operations until August 25th, 2020, following Government advice. Whilst we understand the disappointment and frustration this has caused, we fully support this decision as our number one priority is the well-being of our customers, partners  and the safety and well-being of all those across the globe.

    We are currently in the process of contacting all customers who have booked an ocean cruise departing before 25th August 2020 with some very attractive alternative offers. If you have not already been contacted, please bear with us and we will be in touch with you in the next few days. 

  • As things stand, all cruises scheduled to depart during this period are due to operate as planned. However, considering the fluid nature of the current crisis, any passengers booked onto cruises departing in this date range may cancel their cruise up to 7 days prior to departure and receive a 125% future cruise voucher, provided they have paid in full.  The voucher will be valid for any cruise departing up until 31st December 2022 and must be redeemed by 31st March 2021. 

    Any passengers who do not want to pay their full balance may cancel at 97 days and receive a future cruise voucher equal to the value of the deposit or what amount they have paid. Again, this voucher will be valid for any cruise departing up until 31st December 2022 and can be redeemed at any time until
    31st March 2021.   

    For any passengers booked onto a cruise departing on or after 1 October 2020, standard booking terms and cancellation currently apply. 

     

    Future Cruise Voucher T&Cs:

    1. The Cruise must be paid in full.
    2. The voucher is based on CMV’s published cruise only fare at the time of booking.
    3. 100% cancellation charges apply to any new booking.
    4. The new booking must be to the equivalent value or higher.
    5. If the new booking is higher in value, then those costs will need to be applied to the booking.
    6. One name is permitted up to 14 nights prior to sail date.
  • 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).
  • At present, your holiday due to depart as planned. However, this is a fast-moving situation. If the travel advice, as 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 in the previous point.

  • 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.

  • The policy wording document supplied at the time of arranging the insurance contains a General Exclusion for claims arising from an epidemic or pandemic and therefore insurers will not meet any claims made for financial losses because of cancelled trips.

    Please be assured however that we would not operate any holiday to any destination against FCO advice. Therefore all monies paid for holidays are perfectly safe. Should your holiday have to be cancelled because of FCO advice, we would either offer attractive alternatives or a refund.

    All other elements of cover included in the travel insurance policy remain exactly as outlined in your policy document.    

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