Coronavirus (COVID-19) Update

Coronavirus (COVID-19)

IMPORTANT: As of 24th March 2020, the Contours office is now closed and our phones are no longer being answered. All of our staff are now working from home and will be answering email and webchat enquiries as normal. Apologies for any inconvenience caused and thank you for your patience and understanding.

Contours Holidays are continually monitoring the worldwide events associated with the outbreak of Coronavirus (COVID-19). Read on for answers to common questions concerning the impact the virus might have on your holiday.

Will My Holiday Go Ahead?

As of 21st March 2020, we have taken the difficult decision to suspend all holidays on a rolling six-week basis as the situation develops. This means that if your holiday has a start date within six weeks from now, your holiday unfortunately will not go ahead as planned. This is due to various facilities and support services being forced to close temporarily, as well as trying to ensure the wellbeing of our customers. If this affects you, we will contact you as soon as possible to discuss your options, which are summarised as below but will be discussed on an individual basis.

If your tour can no longer go ahead on your planned start date, we are offering three options for you to choose from:

  1. Postpone your trip to a specific date in the future. 
  2. Postpone your trip to an unspecified date in the future.
  3. Cancel your trip and receive credit for 100% of monies paid to use against any future trip with us.

Tours postponed may be pushed back as far as December 2022, and the credit offered in option three will be valid for two years from the date of issue. You do not need to have paid your balance in full to take these options; though your balance is typically due six weeks before the holiday begins, you will be given the chance to postpone it before making any further payments. If you have only paid your deposit, we will apply this sum against your future holiday, or issue credit notes to the value of your deposit.

If you choose to postpone your holiday, please rest assured that your money is fully protected by our IPP insurance, which you can read about in full on our Booking Conditions page. This insurance also applies to any credit issued.

If your holiday is more than six weeks away from now, your holiday is still planned to go ahead until further notice. We will contact you if this changes, however if you wish to discuss your options ahead of time, please email info@contours.co.uk and we will respond to you as soon as we can.

We sincerely apologise for the inconvenience caused and we would like to thank everyone for their patience and understanding during this very difficult time.

If you are traveling from abroad

We recommend that you monitor advice given by your local authorities and airline or other transport provider.

Can I Cancel My Holiday?

Holidays with a start date of more than six weeks away are going ahead as planned for now. For these holidays our standard cancellation policy applies, with some extra options available to you with regards to postponement (see below). If you cancel more than six weeks prior to your holiday's start date, you will lose your deposit only, as described in our standard booking conditions.

Can I Postpone My Holiday?

Normally, any postponement made less than six weeks before the holiday's start date would count as a cancellation under our Booking Conditions. As we are conscious of our customers' concerns, however, we have made a temporary change to grant more leeway, and postponements will not count as cancellations.

If you would like to postpone your holiday

In these circumstances, no amendment fee will be charged. All previous payments made for your original holiday will be transferred over to your postponed booking. You may need to pay any additional costs we incur making changes to your booking, such as lost accommodation deposits; however, most accommodations we work with are happy to postpone their own bookings if a replacement date can be set.

Your holiday can be postponed until next year (2021).

If you are unsure about when you would like your postponed holiday to start, credit notes worth the value of your holiday are available. An amendment fee of £50 per person will apply, plus any additional costs we incur making changes to your booking, such as lost accommodation deposits. 

Credit notes are valid for up to two years. Please keep in mind that our holiday prices do change over time, so while a credit note will grant flexibility, picking a specific date will lock in the current price of your holiday and reduce the risk of losing accommodation deposits.

Due to differences in the way they are arranged, credit notes are not available for our Irish walking holidays.

What Happens If Official Advice Changes?

Should the Foreign & Commonwealth Office formally restrict travel to or within the UK, section eight of our Booking Conditions, Force Majeure, will apply, whereby we regret we cannot accept any liability or pay any compensation for an event which we could not, even with all due care, foresee or avoid.

Can I Claim On My Travel Insurance?

We always highly recommend that you take out a comprehensive travel insurance policy that will cover any lost holiday costs in the event that you need to cancel or are unable to travel, whether you are a UK national or travelling in from abroad.

We advise you check with your travel insurance provider to see if you will be covered for a cancellation due to Coronavirus.