Dear Freewheel Holidays customer.
After a busy start of our year for all the good reasons and a lot of interest in cycle tours and cycling holidays, we are now in an unprecedented period of uncertainty with an ever-evolving situation surrounding the global COVID-19 outbreak. Things are changing rapidly but I’d like to provide you with an update at this point about how this ongoing situation may affect your future booking with us.
We’ve created a new Q&A page which you may find useful where we hopefully answer your questions. Before contacting us, I’d like to advise you to read this page if you have any concerns or questions. If after reading the Q&A page you still feel the need to contact us, please do so by email and we will reply to you as soon as possible. Please allow for longer than usual response times in this busy period.
What is our position on the Coronavirus situation?
Our team is continually monitoring any travel guidance updates, in relation to the current Coronavirus outbreak (COVID-19). We are taking our information from official sources such as UK’s Foreign & Commonwealth Office (FCO), the Irish Department of Foreign Affairs and Trade (DFA), ABTA, Public Health England, and the local health authorities in the countries where our events are taking place. If any advice is given by the FCO or DFA, against all but essential travel to your event destination or if event organisers decide or are forced to cancel their events, we will respond promptly.
Once we have confirmation that we will no longer be able to provide your holiday or the event that you are travelling for; we will contact you as soon as possible.
Will my holiday be going ahead as normal?
Most of our future holidays are currently operating as normal. However, where destinations are subject to official travel restrictions; we are working proactively with customers who are due to travel imminently to quickly find a satisfactory solution. Please see below for further detail.
What happens if my holiday is cancelled due to the Coronavirus outbreak but according to FCO travel advice it’s still ok to travel?
If the event is cancelled but the FCO has advised that there are no travel restrictions, then we will get in touch with you, as far in advance of your departure date as possible, and discuss your alternative travel options with you. The options presented to you may include; the chance to postpone your trip and rearrange for a later date, transferring your booking to and participation on an alternative tour, or to receive a refund of your travel package (list not exclusive).
What if my destination is not subject to official travel restrictions and my event is still going ahead?
We can only provide refunds, or present you with alternative travel options, if there are travel restrictions in place. If there are no travel restrictions and the event is going ahead as normal and you make the decision not to travel and opt to cancel your holiday yourself, then our usual terms and conditions of cancellation apply – please look HERE for full details.
Will I be covered by my travel insurance if I decide to cancel?
This is dependent on your own travel insurance policy and the conditions within it. It might be worth contacting your travel insurance provider directly, to check whether you can make a claim.
I haven’t yet paid the balance for my holiday. Can I pay later, while I wait and see what happens?
We ask that you pay the remaining balance for your holiday at least 12 weeks prior to your departure date. This can be done safe in the knowledge that, if for any reason we have to cancel your holiday, we will provide you with a full refund. In many cases, we have to make payments to suppliers and hoteliers before your trip commences. We need to have received your payments in advance to be able to do this. We will send you a balance reminder, if we have not received payment for your full cycling holiday on time. We also reserve the right to treat your booking as cancelled; if we are still yet to receive your remaining payment 7 days after this reminder has been sent. In this case, our usual cancellation charges apply.
Where can I check for up-to-date travel and health information for my destination?
Advice for UK travellers:
• UK health authorities are providing detailed advice for specific destinations and locations which is available at www.gov.uk/guidance/wuhan-novel-coronavirus-information-for-the-public
• Travellers are advised to read the FCO travel advice for the country they are travelling to. Visit www.gov.uk/foreign-travel-advice
• The National Travel Health Network and Centre (NaTHNaC) TravelHealthPro website travelhealthpro.org.uk/countries provides specific country-by-country travel health advice
• The NHS website has useful information about how to take preventative measures against Coronavirus at www.nhs.uk/conditions/coronavirus-covid-19
• ABTA also has updated advice and FAQs for travellers at www.abta.com/coronavirus
Travelling from outside the UK? Here are some websites you may like to consult:
• Ireland: Department of Foreign Affairs
• Canada: Travel Advice & Advisories
• Australia: Smart Traveller information service
• New Zealand: SafeTravel
Financial security of your booking with us
Freewheel Holidays is part of Sports Tours International and is one of the largest independent sports tour operators. We have been in business for over 45 years, and because we are firm believers in putting our customers first, and in doing business responsibly, we are members of all the leading tourism industry organisations like ABTA, IATA and the CAA’s ATOL scheme. All the monies paid by our customers to us for their travel packages are covered by our ATOL licence or the ABTA’s bonding scheme. Before you book your holiday we advise you to look out for indication that your travel provider has membership for these organisations, so you know you are dealing with a reputable company.
If you wish to contact us, please email firstname.lastname@example.org or call 0161 703 8161 we will answer your questions as promptly as possible.