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If you haven't yet received the refund of your cancelled booking, please bear in mind that we are currently processing them in cancellation date order, therefore it will take longer than expected for which we apologise.

Due to the Covid-19 pandemic, we are currently doing our best to process refunds for tens of thousands of customers who have had to cancel their bookings in the past few weeks. We hope that you understand that this is an unprecedented situation and that we are working hard on issuing all refunds in a timely manner.

If you still believe that you should have received your refund by now, please send us an email to

Alternatively, you call any of our emergency numbers displayed on your booking voucher. When you hear the recording, please select option 3 to speak to our Customer Service team.


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