Coronavirus Update

Please bear with us as we still have a large number of staff on furlough. We are going through all bookings and emails as quickly as possible and will get back to you asap.

Off Limits are monitoring the coronavirus situation closely and we are following the advice and guidelines set by Public Health England, the government, ABTA, and the Foreign & Commonwealth Office.

We have now postponed all weekends, events and activities that are due to travel until further notice under the government guidelines.

Please bear with us as we contact all lead passengers in departure date order.

Please also bear with us as we have had to make the difficult decision for all staff to work from home, we have also had to furlough some staff members, so again please bear with us on response times in this very difficult situation.  

We are monitoring the current Coronavirus (COVID-19) pandemic by the minute. This is a scary and distressing time for us all and believe us when we say you are important to us!

Whilst we endeavour to support your group as much as we can, we would like to ask something from you if possible. Please do postpone your booking, don’t cancel! Please do help us to help you, we really do want you to receive everything as you wanted, it may not happen when we would of all liked it to, but it still can happen and what a party it will be to look forward too!

Coronavirus will not keep us locked in for a lifetime. Adventures are yet to be had.

The Health and safety of all our customers is our top priority and we are taking advice from numerous sources everyday such as the UK Government and The World Health Organisation. As of Tuesday 17th March, the FCO is now advising against all but essential travel to ALL overseas destinations. For full info, please see FCO Coronavirus Travel Advice. As of Monday 23rd March, the government also put the UK into lockdown.

ABTA, or the Association of British Travel Agents, is another body we are working closely with currently. They are working tirelessly alongside our Government to help keep the Tourism industry up and running, and to protect all consumers who have booked their trip via an ABTA protected travel agent (like us!). You can read more into their Coronavirus advice for customers here.

Q. Will I get a refund for my postponed trip?

ABTA is advising groups should be entitled to a credit note. Whilst we understand this isn’t ideal for some people, this is for the protection of your future travel and the industry. Rest assured your money is protected and will simply be used against your future trip with us. ABTA are securing these credit notes.

If you would like information on how to claim via your travel insurance, or if you do need any documents for this, we are more than happy to help with those.

Q. Is there someone I can talk to discuss my options?

Due to the new UK ‘lockdown’ announcement on 23rd March. Our staff are currently working remotely.

Unfortunately, this means that making / answering phone calls is extremely difficult for us at this moment in time. We are still available on email and will answer your emails asap. Unfortunately going forward any further information / correspondence regarding your party needs to be with the lead passenger directly. As you can understand we are experiencing a high volume of emails, so new contact restrictions of just one person per party have been put into place. To avoid any confusion and potentially missed correspondence we will only be responding to the lead passengers’ emails going forward.

Please be assured that we are contacting lead passengers whose travel plans are imminent to discuss the options available in departure date order.

Q. What if I am travelling in the next few months?

Please be assured we will be in contact with you, we are contacting lead passengers whose travel plans are imminent to discuss the options available in departure date order.

If there is no Government advice against travel to your destination over your dates, it is fully possible that your booking may proceed as planned. Should travel restrictions continue to be extended or changed, we will be in contact with you with the options available. We appreciate your patience and understanding at this uncertain time.

Please be assured we will be in contact with you, we are contacting lead passengers to discuss the options available in departure date order.

If you do have a booking that is more than 56 days away and choose to cancel, normal cancellation charges and overpayment policies outlined in your original booking confirmation will apply. Where we can, we will of course offer a credit note or postponement for your weekend, this will be on a case by case basis and is not guaranteed.

If you have a travel booking for later in the year, please be patient.  The situation is changing rapidly, and travel restrictions are changing by the day.   

If it turns out that FCO advice against travel affects your booking, we will contact you to discuss the options, at that time. 

If there is no Government advice against travel to your destination, you’re free to make the choice not to go, but there's no obligation on your holiday company to give you a refund. Normal cancellation charges will apply.

It is highly unlikely that you will be able to claim any cancellation charge on your insurance as there isn’t normally cover for disinclination to travel but you can check the terms of your policy.

The safety of travellers is a priority for travel companies, and their decisions will follow British Government advice.

If you cancel now, or don’t pay your balance when it is due, normal terms and conditions will apply and you will lose your deposit or have to pay cancellation charges.

Q. Should I keep paying my balance?

If you still want to proceed with your booking as normal, then yes. If you fail to pay your balance when it is due, we will see this as a cancellation, and normal cancellation charges and overpayment policies outlined in your original booking confirmation will apply.

If your booking does have to be postponed because of government protocol due to coronavirus then a credit note will be supplied for your booking which is covered and protected by ABTA. 

Q. Am I able to use my credit note for a different destination / itinerary?

Whilst we would prefer groups to keep the same travel plans as before, so that they can enjoy the booking they wanted, we can understand that things may need to change. Therefore, we are happy to look into each request on a case by case basis.

Q. When do I need to use my Credit by?

We would love for 2020 to still have some fun trips for you all, so if groups are still able to travel before the end of the year that would be great. It would also help the travel industry; activity suppliers and accommodation owners get back on their feet quicker.

However subject to any new rules or advice from ABTA, we can look into offering the credit note up to 12 months from your original departure date, when required.

We all find ourselves in this unprecedented position and our only hope is that we all come out the other side happy and healthy!

We’re so grateful for the patience and understanding that our customers have shown during this difficult time and we ask that you remain understanding as we navigate this extraordinary situation.

We also understand that this is very stressful for you all and the situation is difficult, especially when weddings that have taken years to plan are having to be rearranged.

We will get through this if we all work together, and we still can create things to look forward to.

We follow a Zero tolerance policy - we will not take abuse from any customers. We are following all guidelines and rules and going over and above to help and offer credit notes when possible. If any abuse is given, we will longer be able to help, and no contact will be received until after we are back to full working capacity. Please do be considerate for the team trying to help you.

All changes are subject to availability and price discrepancies.

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