Rob Reaks , March 12, 2020
COVID-19 Travel Update: Red7 is monitoring the current Coronavirus (COVID-19 ) situation very closely.
Please be aware we’re receiving an exceptionally high volume of customer enquiries, which we are responding to as quickly as we can. We are contacting Group Leaders where travel is imminent (within the next 6 days) in priority departure date order. Unfortunately, we cannot respond to Group Members directly, or Groups where travel is not imminent, so please check our Q&As below to answer any questions you have at this time.
At this time the Foreign & Commonwealth Office (FCO) currently advises against all non-essential overseas travel for British nationals. However this travel restriction can be removed at any time, so we are contacting those with imminent travel only at this time. For the latest updates please visit the Government’s dedicated Coronavirus travel advice page.
We’d like to thank our customers for their understanding. No business, big or small, could have possibly prepared itself to deal ‘quickly’ with a challenge this sudden, unexpected and catastrophic. Due to COVID-19, the team is very small and cannot deal with matters as quickly as we’d like, but as things calm down and the team is scaled back up, which will be very soon, we will reach out again to Group leaders to get everything sorted for you.
When this crisis is over, we hope that UK holidaymakers will be able to enjoy their holidays in the same way as they have done for many years. Life is just on hold. Thank you from us all for your patience at this time.
Please do stay safe.
What is “Imminent” travel?
There is no legal definition of ‘imminent travel’; we are contacting Group Leaders where the departure date is 6 days or fewer from today.
I am due to travel in more than 6 days’ time.
If your trip is not imminent, we will not be in touch with you right away. Please do be patient and we will contact your Group Leader very soon. If your holiday is later in the year or in 2021, your holiday is still due to go ahead as planned. So, if you’d like to make a change to your holiday, or cancel your booking, our normal terms and conditions apply. If anything changes in the run-up to your holiday, we’ll be in touch to discuss your options.
Our Trip is in the past and we were unable to travel, what should we do?
We have been in regular communication with the Group Leaders of all those booking disrupted. Each Group will be issued with a Refund Credit Note for use in the future.
We are issuing these refund credit notes (RCN) to protect the money paid to us by you where travel has been postponed, and these are ABTA Bonded. You may choose to use them for future travel with us or – in due course – request a full refund instead. ‘Accepting’ an RCN does not remove your right to a refund in the future.
The Wedding has been postponed
Our team will be able to rearrange your hen or stag party accordingly. Changes are subject to availability and additional charges from Suppliers will be passed on to your group.
What are my options if my holiday is affected?
We are offering every group affected a refund credit note (RCN), which will be emailed to your Group Leader. We’re encouraging groups to keep the same itinerary but move the date to 2021. So, the same destination, duration and activity itinerary. We will endeavour to move your holiday at no extra cost. This will depend on availability and supplier Terms for postponed travel.
If you decide to change the destination and / or itinerary, any additional costs will be passed on to you.
All changes are subject to availability, which may not be confirmed immediately as our suppliers will also be affected operationally at this time.
You are welcome to delay making any decisions at this time; your voucher will remain valid for 1 year from the date of your original departure date. We will be in touch to discuss your plans.
Can I stop my instalments
If you’re not travelling for some time, it is entirely possible that your holiday may proceed as planned. If it can’t, we will offer you a change of destination or travel date. So, to protect the money you have already paid us, we strongly encourage you to continue paying for your holiday as normal. Unfortunately, we are unable to stop monthly instalments. Any failed monthly instalment payments will be apportioned to the payments remaining.
My final balance is due, should I pay?
If you do not make the final payment, due to current circumstances, we will ‘not’ consider the booking cancelled, so the money paid to us so far is safe and will be covered by a refund credit note (RCN). You can either use that money for future travel or claim a refund at a later date.
I want to remove a person from the Group
Please refer to our standard Terms and Conditions. You can REPLACE a person using MyRed7, ‘Manage your booking’ section.
I’m planning a Sports Trip that’s been postponed, what should I do?
All group leaders of the teams affected have now been contacted.
We are asking that you now delay your trip to the same tournament, at Easter / May 2021.
If you have not booked a package with us (activities only)
We are offering every group affected a refund credit note (RCN), which will be emailed to your Group Leader.
Your phones are off?
Most of our team are furloughed, so we simply do not have the resources to manage incoming calls. So, our phone lines are closed temporarily due to the high volume of ongoing communication and to allow our team to focus on those groups where departure is imminent. We understand your frustration but ask that you are patient with us whilst we work through these imminent departures.
You are unresponsive on Social Media
Our social media pages are not managed by the same team, so we’re unable to assist you via Social Media posts, messages or comments.
We cannot communicate with Group Members at this time due to the high volume of enquiries we are receiving each day. Please, communicate with us via your group leader.
(If group members email us, our inboxes get full very quickly and the team is overwhelmed and cannot reply to you all. We just need one single email from the group leader, not everyone. That will help us email you back faster!)
I want to contact ABTA about this situation.
We are following ABTA guidelines. Your consumer rights are unaffected.
ABTA have advised that until there is clear guidance from Government, they will be unable to take enforcement action against ABTA Members in regards to complaints relating to Coronavirus and the provision of refunds.
ABTA will continue to manage enquiries and complaints in relation to other queries, as normal.
You can read more here about ABTA and COVID-19.