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Due to the Covid-19 situation, we are currently dealing with an unprecedented number of emails and calls. Whilst we completely understand the concerns you may have regarding your travel arrangements, we urge you not to call or email us if your departure date is beyond 30th June 2020.
We value all of our customers, and at present our team are working extremely hard to ensure that those with imminent departure dates are prioritised. We continue to monitor the situation closely, and as we receive more information regarding our summer departures, we will contact all of our customers in due course.
I have an upcoming holiday, can I still Travel?
The Pillinger World Travel team continue to work tirelessly in re-arranging our customer’s holidays, however we are achieving this by working in date order so the attention can focus towards customer’s who are due to travel imminently. If your booking is beyond June 31st 2020, please continue to be patient and keep a close eye of how the situation develops. At this moment of time, your holiday is still due to go ahead if the departure date is beyond 30th June 2020.
What if my scheduled departure is before 30th June 2020?
As we are working in date order, we’ll be in touch with you prior to your departure date. Please refrain from calling our office as we are extremely busy in prioritising those who are due to travel within the next 72 hours. We will be able to provide a credit voucher or amend your holiday to new dates free of charge (both options being subject to new fares & taxes and availability when re-booking). If your query is urgent, please email email@example.com.
Your balance payment will be due 12 weeks before your holiday start date. We reserve the right to charge an administration fee of £25 per person where payments are received after this time. We understand that there is a level of uncertainty for near-future holidays, however normal booking terms and conditions apply to customers who are due to travel beyond 30th June 2020. This means your balance will be required to be paid. If you decline in paying your balance, this will result in full cancellation of your holiday and loss of deposit.
We would like to firmly reassure you that should the government action period be extended further or suppliers enable us to change holiday dates which covers your departure date, we WILL either be able to amend your booking to a later date OR provide you with a credit voucher for the full amount paid, so you can take more time deciding what future date you would like to travel. (Both of these options are subject to new fares & taxes, availability and suppliers and airlines terms & conditions).
Can I request a refund?
As stated in our website booking conditions, your contract does not allow refunds. This unprecedented situation comes under circumstances amounting to ‘force majeure’ which includes any event which the Tour Operator or PILLINGER WORLD TRAVEL LTD could not, even with all due care, foresee or avoid, such as war or threat of war, riot, civil strife, terrorist activity, natural or nuclear disaster, fire, adverse weather conditions, government action and all similar events beyond our control.
In this case, it is a global Pandemic which has caused Government action enforcing a worldwide ban on all but essential travel.
As a Travel Agency, our service is to provide professional knowledgeable advice and assistance in providing your desired holiday. Payments from the customer are then transferred on to our flight/accommodation/car hire suppliers via our Global Travel Group Client account which then goes to the specific airline/accommodation supplier. As the stance has been made clear from the start generically within airlines and suppliers terms & conditions, Pillinger World Travel LTD (under the above regulations) cannot be held responsible for having to process refunds as Pillinger World Travel does not hold your holiday payments.
Please note – Pillinger World Travel LTD is NOT an ABTA member and therefore are not obliged to follow ABTA’s ‘package holiday refund regulations’. We are a fully ATOL Protected agent within the Global Travel Group. ATOL protection covers loss of money in the event of insolvency of either the travel agents, suppliers, accommodations and airlines. The Global Travel Group instruct agents to adhere by there own terms and conditions, their suppliers terms and conditions and airlines terms and conditions. Therefore, Pillinger World Travel LTD do not have control of whether refunds can be passed back through from airlines/accommodations to our suppliers, then to us and finally to you. Due to a Force Majeure situation, airlines and accommodations are instead doing there upmost with providing free amendments or holding payments to be used as a credit voucher (both options being subject to new fares & taxes, availability and suppliers and airlines terms & conditions.
Can I still make a future booking with you?
Yes, our sales team are working from home and are happy to fully assist you with new enquiries. Please send your future holiday plans to firstname.lastname@example.org
Also, be sure to keep an aye on our website and social media platforms for new deals that are posted regularly. During this crisis, the Pillinger World Travel team sends our best wishes to all of our lovely customers wishing that you stay safe and prioritise yourselves and others well-being.