Update on COVID-19

Information still current as of 21/09/2020

Whilst it is exciting and positive to see many borders reopening, there remains many restrictions both in destination and through FCO advice. Whilst we will endeavour to resume operations as early as possible, and remain optimistic, each decision will be on a case by case basis, the well being of our customers and staff is always our top priority. Given the fluidity of the changing situation our policy will be to advise customers a minimum of five weeks before departure whether a trip will be able to operate or not. All decisions will be taken on FCO advice, feedback and intelligence from our teams and suppliers on the ground to ensure the viability of being able to deliver the great experiences our customers know and expect. Please do not call us in advance of this time as our team will be unable to give you any additional information.

 

We hope that the below frequently asked questions may assist you. 

Q: My holiday is suspended, what happens now?

You will automatically receive a Refund Credit Note (RCN) to the full value of any monies you have paid us for your holiday. This RCN is fully financially protected by our independent Trust Fund. This is managed by 3rd party Independent Trustees and is a condition of our ATOL licence so is also monitored by the CAA. Your money is 100% protected no matter what. Your RCN allows you the flexibility to re-book your holiday for a later date and of course you always have the right to request a cash refund. If you wish to redeem your RCN for a future holiday with us please click here.    

Q: Will Just You contact me?

Our teams are working exceptionally hard to speak to as many customers affected by the impact of COVID-19. If you are waiting to hear from us on another matter we will be in touch as soon as we can.

 

We respectfully ask that you please do not call us as the wait times are significant. Alternatively you can e-mail us at enquiries@justyou.co.uk

Q: The final balance is due for my upcoming holiday, what do I need to do?

Due to these uncertain times we have purposely delayed the collection of final payments for upcoming holidays. Rest assured that Just You will contact you via email or phone when you need to pay your final balance.  If you do not hear from Just You please do not pay your final balance at this time. 

Q: Is my 2020 holiday likely to go ahead?

Whilst it is exciting and positive to see many boarders reopening, there remains many restrictions both in destination and through FCO advice. Whilst we will endeavour to resume operations as early as possible, and remain optimistic, each decision will be on a case by case basis, the well being of our customers and staff is always our top priority. Given the fluidity of the changing situation our policy will be to advise customers a minimum of five weeks before departure whether a trip will be able to operate or not. All decisions will be taken on FCO advice, feedback and intelligence from our teams and suppliers on the ground to ensure the viability of being able to deliver the great experiences our customers know and expect. Please do not call us in advance of this time as our team will be unable to give you any additional information.

We are giving customers the opportunity to transfer their holiday to a later date for free (you may need to pay any applicable low cost flight costs) - please just complete this form if you would like to transfer.

Q: Can I cancel my upcoming holiday?

If you decide to cancel your upcoming holiday and the Foreign & Commonwealth Office has not advised against travel to your destination, then our standard booking and cancellation conditions will apply.  

 

If we have been forced to cancel  your holiday due to the effect of the COVID-19 Pandemic, you will either receive an e-mail communication advising you and guiding you through the next steps or a member of our team will be in contact with you. Please make sure that you check your junk mail as sometimes e-mails can be automatically directed. We are working through the impacted holidaysin order of departure date. 

Q: What is Just You doing to keep me safe when I can once again go on holiday?

The wellbeing and safety of our customers and staff continues to be our top priority. We are working closely with our trusted partners in destination to ensure that all Health and Safety protocols are adhered to, ready for when we can return and will of course be following the advice provided to us by ABTA and the Foreign & Commonwealth Office to make sure that every aspect of you holiday is compliant in terms of health and safety laws for the destination that you are travelling to.  

Previous COVID-19 updates

14/07/2020

The FCO has updated its global advisory against ‘all but essential’ travel, exempting destinations that no longer pose an unacceptably high risk for British travellers. We acknowledge this change, but also recognise that this list represents the countries that UK citizens will be able to travel to, however advice has not changed for all of these countries to suggest they will all accept UK citizens. We will be reviewing this information and will provide an update when we have more information around how this will impact future holidays.

12/06/2020

The effects of the COVID-19 Pandemic has changed our world dramatically. One thing that has not changed is the wellbeing and safety of our customers and team remains our top priority.   

We continue to follow Foreign & Commonwealth Office advice regards holiday departures.   That advice currently states: “The Foreign & Commonwealth Office currently advises British nationals against all but essential international travel.”

Holidays departing BEFORE 31st AUGUST 2020

We have suspended ALL holidays departing on or before 31st August 2020.

If your holiday has been impacted by this decision, you will either receive an e-mail communication advising you and guiding you through the next steps or a member of our team will be in contact with you.  We are working through the impacted holidays in order of departure date. 

Please make sure that you check your “junk mail as sometimes e-mails can be automatically directed.  

Holidays departing ON OR AFTER 1ST SEPTEMBER 2020

If your holiday is on or after 1st September 2020 please continue to check our website for updates. 

Please note that we are dealing with an extraordinarily high number of calls from customers currently, our team are working tirelessly to ensure all updates are updated quickly and accurately and we have diverted our resources to addressing communications to customers in departure date order. 

We appreciate that you may be desperate to discuss your holiday plans for September / October or later in the year however if you have not heard from us that means your holiday is still going ahead. This may change in due course and if it does we will be in touch with you. We understand that in these unpredictable times you may want to transfer your September 2020 holiday to another date. We are currently offering free transfers on September 2020 holidays (you may need to pay any applicable low cost flight costs). If you wish to transfer your September 2020 holiday, please click the link.

100% Protection  

 Your money is completely safe, all Just You holidays are financially protected via ATOL (flight-inclusive holidays) and financial failure insurance (non-flight packages). As a business we are quite unique in that all customer money is held in an independent Trust Fund controlled and governed by Independent trustees. This Trust Fund is a condition of our ATOL licence and as such is monitored regularly by the Civil Aviation Authority (CAA) to ensure that we are compliant with its requirements. This means it is 100% protected no matter what, we only receive the money from your holiday once you have returned from holiday. 

21/05/2020

Due to the ongoing COVID-19 global pandemic, we have made the difficult but necessary decision to review our holiday departures based latest Foreign & Commonwealth Office advice, unfortunately this has led to the suspension of a number of our tours.

If your tour has been impacted a member of our team will be in contact with you. We are working through the impacted tours in order of departure date.

Based on the latest travel advice all tours departing on or before 30th June 2020 have been suspended.

If your travel plans are beyond the 30th June 2020, please continue to check our website for updates.

Please note that we are dealing with an extraordinarily high number of calls from customers currently so we have diverted our resources to addressing communications to customers in departure date order.

Your money is completely safe, all Just You holidays are financially protected via ATOL (flight-inclusive holidays) and financial failure insurance (non-flight packages). Any money paid to Just You is held in Trust until you return from your holiday. The Trust is governed by an independent third party – 100% protected no matter what.

The health, safety and security of our customers and staff continues to be our top priority.

We thank you for your patience and understanding while we work through this matter rest assured one of the team will be in contact with you soon.

If your tour has been suspended the below frequently asked questions may assist you.

Q: Why am I getting a Refund Credit Note?

The impact of COVID-19 is being felt everywhere. We are very sorry that you have either decided to cancel your holiday or we have had to cancel your holiday due to the Foreign & Commonwealth Office, and/or local partners guidance.

We will automatically issue you with a Refund Credit Note (RCN) to the full value of any monies you have paid us for your holiday.  This RCN is fully financially protected by our independent Trust Fund as per the above. Your RCN allows you the flexibility to re-book your holiday for a later date and of course you always have the right to request a cash refund and we will process your request as quickly as possible with our Trust Fund.

We are obviously still operating within the guidelines of the Package Travel Regulations (PTRs) but as you may have read yourself these were not designed to deal with a pandemic of this scale. The Department for Business (BEIS) has publicly advised consumers that RCNs are an “increasingly popular alternative and may be financially protected in the event of future failed travel plans”. As mentioned above your RCN is completely protected.

We would of course prefer that you use the Refund Credit Note to rebook your next holiday with us.  By doing so you directly support the continuity of our business and our ability to still be able to share amazing holiday experiences with you. It also contributes to us maintaining as many roles as possible for our team. 

We have outlined the various options you have below.  As you can imagine, with travel on hold for now, we are experiencing very high volumes of calls as we work our way through every booking.  We respectfully ask that you please do not call us as the wait times are significant.

Q: Why is there a delay in Just You contacting me?

We know that you have been waiting to hear from us and we apologise for the delay. Our teams have been working exceptionally hard to speak to as many customers affected by the impact of COVID-19. In accordance with Government Regulations our teams are now working from home and we are trying hard minimise the impact on the services we provide.

 

15/05/2020

Due to the ongoing COVID-19 global pandemic, we have made the difficult but necessary decision to review our holiday departures based latest Foreign & Commonwealth Office advice, unfortunately this has led to the suspension of a number of our tours.

If your tour has been impacted a member of our team will be in contact with you. We are working through the impacted tours in order of departure date.

Based on the latest travel advice all tours departing on or before 7th June 2020 have been suspended.

If your travel plans are beyond the 7th June 2020, please continue to check our website for updates.

Please note that we are dealing with an extraordinarily high number of calls from customers currently so we have diverted our resources to addressing communications to customers in departure date order.

Your money is completely safe, all Just You holidays are financially protected via ATOL (flight-inclusive holidays) and financial failure insurance (non-flight packages). Any money paid to Just You is held in Trust until you return from your holiday. The Trust is governed by an independent third party – 100% protected no matter what.

The health, safety and security of our customers and staff continues to be our top priority.

We thank you for your patience and understanding while we work through this matter rest assured one of the team will be in contact with you soon.

If your tour has been suspended the below frequently asked questions may assist you.

Q: Why am I getting a Refund Credit Note?

The impact of COVID-19 is being felt everywhere. We are very sorry that you have either decided to cancel your holiday or we have had to cancel your holiday due to the Foreign & Commonwealth Office, and/or local partners guidance.

We will automatically issue you with a Refund Credit Note (RCN) to the full value of any monies you have paid us for your holiday.  This RCN is fully financially protected by our independent Trust Fund as per the above. Your RCN allows you the flexibility to re-book your holiday for a later date and of course you always have the right to request a cash refund and we will process your request as quickly as possible with our Trust Fund.

We are obviously still operating within the guidelines of the Package Travel Regulations (PTRs) but as you may have read yourself these were not designed to deal with a pandemic of this scale. The Department for Business (BEIS) has publicly advised consumers that RCNs are an “increasingly popular alternative and may be financially protected in the event of future failed travel plans”. As mentioned above your RCN is completely protected.

We would of course prefer that you use the Refund Credit Note to rebook your next holiday with us.  By doing so you directly support the continuity of our business and our ability to still be able to share amazing holiday experiences with you. It also contributes to us maintaining as many roles as possible for our team. 

We have outlined the various options you have below.  As you can imagine, with travel on hold for now, we are experiencing very high volumes of calls as we work our way through every booking.  We respectfully ask that you please do not call us as the wait times are significant.

Q: Why is there a delay in Just You contacting me?

We know that you have been waiting to hear from us and we apologise for the delay. Our teams have been working exceptionally hard to speak to as many customers affected by the impact of COVID-19. In accordance with Government Regulations our teams are now working from home and we are trying hard minimise the impact on the services we provide.

11/04/2020

Due to the ongoing COVID-19 global pandemic, we have made the difficult but necessary decision to review our holiday departures based on the latest Foreign & Commonwealth Office advice, unfortunately this has led to the suspension of a number of our tours.

If your tour has been impacted a member of our team will be in contact with you. We are working through the impacted tours in order of departure date.

If your travel plans are beyond the 10th May 2020, please continue to check our website for updates.

Based on the latest travel advice all tours to Italy departing on or before 31st May 2020 have been suspended.

Please note that we are dealing with an extraordinarily high number of calls from customers currently so we have diverted our resources to addressing communications to customers in departure date order.

Your money is completely safe, all Just You holidays are financially protected via ATOL (flight-inclusive holidays) and financial failure insurance (non-flight packages). Any money paid to Just You is held in Trust until you return from your holiday. The Trust is governed by an independent third party – 100% protected no matter what.

The health, safety and security of our customers and staff continues to be our top priority.

We thank you for your patience and understanding while we work through this matter.

If your tour has been suspended the below frequently asked questions may assist you.

Q: Why am I getting a Refund Credit Note?

The impact of COVID-19 is being felt everywhere. We are sorry that you have either decided to cancel your holiday or we have had to cancel your holiday due to the Foreign & Commonwealth Office, and/or local partners guidance.

We know how important your holidays are and we are sure that you have seen, the impact to the travel industry has been immense, so your support in transferring your holiday to a future date is hugely appreciated, your Refund Credit Note allows you to do this.

Your money is completely safe, all Just You holidays are financially protected via ATOL (flight-inclusive holidays) and financial failure insurance (non-flight packages). Any money paid to Just You is held in Trust until you return from your holiday. The Trust is governed by an independent third party – 100% protected no matter what.

The Refund Credit Note can be used against a future booking with Just You. Your voucher must be redeemed by 31 July 2020 for travel by 31 July 2021.

Q: Why is there a delay in Just You contacting me? 

We know that you have been waiting to hear from us and we apologise for the delay. Our teams have been working exceptionally hard to speak to as many customers affected by the impact of COVID-19. In accordance with Government Regulations our teams are now working from home and we are trying hard minimise the impact on the services we provide.

18/03/2020

Due to the evolving COVID-19 global pandemic, we have made the difficult but necessary decision to suspend all tours departing between 16th March, 2020 and 30th April, 2020.

Many Governments around the world have been issuing travel advisories recommending against travel to countries affected by the COVID-19 outbreak. Some countries have also introduced entry restrictions, including but not limited to; denial of entry, enhanced medical screening, and quarantine for anyone who has recently travelled through countries that have been affected by COVID-19. The safety and security of our passengers and staff is our top priority, and this is a precautionary measure to protect our travel community at this time. 

We are currently in the process of contacting any customers who have been impacted by the latest Foreign & Commonwealth Office advice.

Given this is an evolving situation if you have travel plans beyond 1st May, 2020 please check our website regularly for updates.

We are dealing with an extraordinarily high number of calls from customers currently. As the health and safety of our travellers is our top priority, we have diverted our resources to addressing communications from passengers currently away or about to depart.

We thank you for your patience and understanding while we work through this matter.

14/03/2020

Following the COVID-19 Coronavirus outbreak and the current Foreign & Commonwealth Office travel advisory we understand that our customers are concerned about their upcoming holidays.

We are currently in the process of contacting any customers who have been impacted by the latest FCO advice.

At this time if you have not been contacted by Just You then your holiday currently remains unaffected. We will continue to monitor the situation and take guidance from the FCO and ABTA. If the advice changes, we will contact all impacted customers as soon as possible.

Please be aware that our phone lines are extremely busy as we are contacting customers who have had their holidays impacted.

The wellbeing and enjoyment of our customers is of the utmost importance. We thank you for your patience and understanding while we work through this matter.

13/03/2020

Following the COVID-19 Coronavirus outbreak and the current Foreign & Commonwealth Office travel advisory we understand that our customers are concerned about travelling to China, India, Vietnam, Argentina, Norway and Italy at this time.

ARGENTINA: Due to entry restrictions imposed we have cancelled all tours to Argentina until 30th April 2020.

CHINA: Based in the FCO advice we have cancelled all tours to China departing before 31st May, 2020.

INDIA: On 12th March 2020, the FCO advised that visa restrictions have been put in place by the Government of India. As a result, we have cancelled all tours to India departing on or before 15th April, 2020.

ITALY: On 9th March 2020, the FCO updated its advice regarding travel to Italy. We have cancelled all tours to Italy departing on or before 2nd April, 2020.

NORWAY: Due to entry restrictions imposed we have cancelled all tours to Norway until 30th April 2020.

VIETNAM: Following the latest FCO advice regarding entry requirements, we have cancelled all tours to Vietnam departing on or before 30th April 2020.

We are currently in the process of contacting any customers who have been impacted by the latest FCO advice regarding China, India, Vietnam, Argentina, Norway and Italy.

At this time holidays to all destinations, other than the specified China, India, Vietnam, Argentina, Norway and Italy holidays, remain unaffected. We will continue to monitor the situation and take guidance from the FCO and ABTA. If our position changes, we will contact all impacted customers as soon as possible.

The wellbeing and enjoyment of our customers is of the utmost importance. We thank you for your patience and understanding while we work through this matter.

12/03/2020

Following the COVID-19 Coronavirus outbreak and the current Foreign & Commonwealth Office travel advisory we understand that our customers are concerned about travelling to China, India, Vietnam and Italy at this time.

CHINA: Based in the FCO advice we have cancelled all tours to China departing before 31st May, 2020.

ITALY: On 9th March 2020, the FCO updated its advice regarding travel to Italy. We have cancelled all tours to Italy departing on or before 2nd April, 2020.

INDIA: On 12th March 2020, the FCO advised that visa restrictions have been put in place by the Government of India. As a result, we have cancelled all tours to India departing on or before 15th April, 2020.

VIETNAM: Following the latest FCO advice regarding entry requirements, we have cancelled all tours to Vietnam departing on or before 30th April 2020.

We are currently in the process of contacting any customers who have been impacted by the latest FCO advice regarding China, India, Vietnam and Italy.

At this time holidays to all destinations, other than the specified China, India, Vietnam and Italy holidays, remain unaffected. We will continue to monitor the situation and take guidance from the FCO and ABTA. If our position changes, we will contact all impacted customers as soon as possible.

The wellbeing and enjoyment of our customers is of the utmost importance. We thank you for your patience and understanding while we work through this matter.

10/03/2020

Following the COVID-19 Coronavirus outbreak in the Hubei Province and the current Foreign & Commonwealth Office travel advisory we understand that our customers are concerned about travelling to China and Italy at this time.

We have therefore decided to cancel all tours to China departing before May 31st, 2020.

On 9th March 2020, the FCO updated its advice regarding travel to Italy. We will be cancelling all tours to Italy departing on or before April 2nd, 2020.

We are currently in the process of contacting any customers who have been impacted by the latest FCO advice.

At this time holidays to all destinations, other than the specified China and Italy holidays, remain unaffected. We will continue to monitor the situation and take guidance from the FCO and ABTA. If our position changes, we will contact all impacted customers as soon as possible.

The wellbeing and enjoyment of our customers is of the utmost importance. We thank you for your patience and understanding while we work through this matter.

01/03/2020

Your wellbeing, and that of our personnel, is our number one priority. Our teams and local partners are constantly monitoring the latest local information for all our destinations, advice from the Foreign & Commonwealth Office (FCO) and related official Government agencies.

If there is a change in FCO advice that will impact your holiday, we will of course take immediate steps to contact you and explain the options available.

If I have a holiday booked with Just You - can I cancel?

If the FCO advises against travel to any specific country or region that you are booked to travel to, your holiday will be cancelled by Just You We will be in touch with you as soon as possible to explain your options.

If the FCO deems that travel to your chosen country or region is safe and you decide to cancel, normal cancellation terms and conditions will apply see here.

Please note that you may incur a loss of some or all monies paid in this event. You may have recourse via your Travel Insurance provider, though this is not assured and is dependent on your specific policy conditions.

I'm thinking about booking a holiday this year

At this time we are operating holidays to all destinations with the exception of China which are cancelled on FCO advice. All China holidays departing before the 31st May 2020 are cancelled, and impacted customers have been contacted directly.

Where can I find more information

Holidays to all other destinations, including Italy and the Far East remain unaffected. We will continue to monitor the situation and take guidance from the FCO and ABTA. For further information and advice, please visit https://travelhealthpro.org.uk/ or https://www.gov.uk/government/organisations/foreign-commonwealth-office

26/02/202

Following the Novel Coronavirus outbreak in the Hubei Province and the current Foreign & Commonwealth Office travel advisory we understand that our customers are concerned about travelling to China at this time.

We have therefore decided to cancel all tours to China departing before May 31st, 2020.

We are currently in the process of contacting all impacted customers. If you are affected, we will be in touch to discuss and assist you with your holiday plans.

At this time holidays to all destinations, other than the specified China holidays, remain unaffected. We will continue to monitor the situation and take guidance from the FCO and ABTA. If our position changes, we will contact all impacted customers as soon as possible.

The wellbeing and enjoyment of our customers is of the utmost importance. We thank you for your patience and understanding while we work through this matter.