You're in the safest of hands

Updated on April 7

Still valid on April 9

 

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.

As we’re sure you can imagine, we are currently experiencing very high call volumes. For this reason, we politely request that if you are due to travel on or after April 30, please email your query to info@newmarketholidays.co.uk and we will get back to you as soon as possible.

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 30 April 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.

  • 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 voucher up to the value of your current holiday. You can use that credit voucher to book a new holiday with us, departing anytime up to 31 December 2021. That new holiday must be booked by 31 December 2020. If the credit voucher is not used by 31 December 2020, then the value of it will be lost.
    • When using the credit voucher, 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 voucher incentive will be applicable.

    Thank you for your patience and ongoing support.

  • At present, your holiday is operating as planned. This is a fast-moving situation. If the travel advice, set out by the UK Government changes, and this affects your holiday, we will be in touch with you to discuss your options.

    If you wish to cancel your holiday earlier than compulsory cancellation, then at present, as per our booking terms and conditions and on the advice of ABTA (Association of British Travel Agents), you will lose your monies paid and you should seek to reclaim those from your travel insurance, although we cannot guarantee if your insurance company will honour that claim. Newmarket Holidays are happy to provide information you may require for your insurance company.

    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.

    Rest assured your money remains 100% protected with Newmarket thanks to our ABTA and ATOL licenses . We wish to welcome all customers back on a Newmarket Holidays at a later date and we are confident that we will deliver the high-quality experience expected from a Newmarket Holiday.

    Thank you for your patience and ongoing support.

    • If you are travelling on a European holiday (excluding River & Ocean Cruise) and your balance is due shortly for a departure before 1 June 2020, we are continuing to monitor Government advice closely and will be contacting you shortly to outline options to transfer your holiday to another in 2020.

     

    • If you are travelling on a Worldwide holiday (excluding Ocean Cruise) and your balance is due within the next two weeks for a departure in June, your balance due date will be extended by two weeks, while we continue to assess Government advice. You should not contact us before then.

     

    • For all other customers travelling on a touring holiday, your balances are not yet due. We will continue to monitor Government advice and should anything change, we will be in touch with you.

     

    • If you are travelling on an Ocean Cruise after 24 May 2020, based on latest advice, your cruises are still departing as normal and you should continue to pay your balances as planned. Please see more detail below regarding Ocean Cruise.
  • On April 6 our cruise partner, Cruise & Maritime Voyages, announced that it was suspending all cruising operations until May 24, extending this from the previous date of April 24. 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 and partners across the globe.

    We are currently in the process of contacting all customers who have booked an ocean cruise departing before May 24 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 December 2020. 

    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 December 2020.   

    This offer is also extended to passengers who have held off paying their balance and are within 97 days of departure. 

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

     

  • 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 river cruise holiday is operating as planned. This is a fast-moving situation. 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 in the previous point.

  • Specifically for customers due to travel in May 2020, who have paid a deposit or a part payment towards their River Cruise, we are expecting your holiday to operate as planned, however, you have some choices:

    • You can pay your balance as expected with a view to travelling. Should your river cruise holiday be cancelled at a later date we will be in touch with you to discuss your options.
    • You can transfer your deposit paid to another river cruise 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 river cruise holiday in 2021. 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. If moving to 2021, you will be asked to pay an additional £50 per person at the time of that transfer, as our deposit amounts for 2021 are higher than what you have paid for 2020.

    If you have paid a deposit or part payment for a river cruise holiday departing after 1 June 2020, we are expecting your holiday to operate as planned and you should not contact us.

    Rest assured your money remains 100% protected with Newmarket thanks to our ABTA and ATOL licenses. We wish to welcome all customers back on a Newmarket Holidays at a later date and we are confident that we will deliver the high-quality experience expected from a Newmarket Holiday.

    Thank you for your patience and ongoing support.

  • Oberammergau

    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.

     

    The Royal Edinburgh Military Tattoo 

    We are aware of the announcement from the organisers of the Royal Edinburgh Military who have decided that this year’s event will be cancelled due to public health concerns linked to the coronavirus epidemic. Newmarket supports this announcement with the health of all our customers and partners involved in the event are our the highest priority.

    If you were due to travel to this we kindly ask for your patience whilst we establish the full extent of the options available to you. Due to COVID-19 we are experiencing unprecedented call levels so please refrain from calling the team in regards to your booking at this time; we will be contacting all customers affected over the coming weeks with a full update on the situation. Rest assured your money remains 100% protected with Newmarket thanks to our ABTA and ATOL licenses.

    Thank you in advance for your patience and on-going support.

     

    The 2020 Wimbledon Championships

    We are aware of the announcement from the Main Board of the All England Club (AELTC) and the Committee of Management of The Championships on April 1, who have decided that 2020 Wimbledon Championships will be cancelled due to public health concerns linked to the coronavirus epidemic. The 134th Championship will instead be staged from 28 June to 11 July 2021. Newmarket supports this announcement with the health of all our customers and partners involved in event are our the highest priority.

    If you are due to travel to Wimbledon in 2020 we kindly ask for your patience whilst we establish the full extent of the options available to you. Due to operational issues caused by the COVID-19 pandemic, we are experiencing unprecedented call levels so please refrain from calling the team in regards to your booking at this time. We will be contacting all customers affected over the coming weeks with a full update on the situation. Rest assured your money remains 100% protected with Newmarket thanks to our ABTA and ATOL licenses.

    Thank you in advance for your patience and on-going support regarding this matter.

  • 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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