What are my options to defer or cancel?
We now offer very flexible rebooking or deferral options for new bookings and for all customers already booked to travel with us. The specific options will depend on the specific trip and date.
Is my money safe if I’ve got a trip booked, or am about to book one?
Yes, your money is completely safe. The Natural Adventure Company is a duly licensed and registered Tour Operator and Tour Agent, European Union license No. PK-01-7935, bonded by mandatory Public/Product Liability Insurance (also known as Tour Operator insurance), policy No. 13160190900000001 issued by Allianz Insurance. We have offices in London (UK), Dublin (Ireland) and Sofia (Bulgaria). We are fully compliant with the EU Package Travel Directive (2015/2302/EU). In accordance with these regulations, all clients booking with The Natural Adventure Company are fully protected for the initial deposit and subsequent prepayments, including repatriation if required arising from cancellation or curtailment of their holiday due to our insolvency.
Do you offer ‘Cancel for Any Reason’ Coverage?
We strongly recommend protecting the cost of your trip and other non-refundable travel expenses with travel insurance. Our Signature Travel Insurance allows you to insure all of your expenses. While a Signature Travel Insurance policy can be purchased at any time, purchasing a policy within 20 days of making your initial trip deposit gives you the widest range of policy options, including a Cancel for Any Reason coverage. For complete peace of mind, we also recommend enrolling with Global Rescue, the worldwide leader in field rescue, evacuation and security extraction services. Read more and get a quote online.
Can I get a refund instead of changing my date or taking travel credit?
A Refund Credit Note has been publicised as a short-term solution for deferring the cost of cancelled holidays, we have decided to go beyond it due to the limited scope of the scheme which we believe does not benefit enough our customers. Since our inception, we have been firmly committed to balancing purpose and profit for all of our staff, customers and local partners. We have always tried to price our holidays reasonably, and the major part (as much as 90% and often more) of the price your pay goes back to the local communities, our partners and our wonderful staff. And we put a great part of what remains into environmental projects and the promotion of responsible and sustainable travel. That being said, we now provide the opportunity for monies paid to be transferred to a new date or kept as a 110% lifetime travel credit.
The European Commission has officially recommended that travellers accept travel vouchers instead of refunds and we are honouring this recommendation. You can download the full statement here. You, however, have the right to ask for reimbursement in cash of all moneys paid to us at any moment after 12 months past the travel credit issue date.
On July 18th 2020, the UK Government also gave its backing to Refund Credit Notes four months after ABTA first pleaded with ministers to tell consumers they have the same financial protection as package holidays.
What happens if I am diagnosed with Covid-19 before my departure?
If you have to cancel due to having Covid-19, supported by a medical certificate, you can change your date free of charge or we can hold 100% of the moneys paid as a lifetime travel credit for you.
The country where my holiday takes place has lifted the travel restrictions and lockdowns, but the authorities of my country of origin are still advising against all but essential travel abroad.
When organising our holidays we strictly follow the official advice by the respective authorities. In general, if we are able to organise the holiday as scheduled, any changes or cancellations by you will be treated as per our standard Booking Conditions. We can, however, offer you flexible options to move your booking or take travel credit, so please contact us to discuss them.
I no longer want to travel or my employer has banned travel, can I cancel and get a refund?
If you have not been told otherwise by us, your trip is currently hoping to go ahead as planned, and our standard Booking Conditions will apply. But you could still consider postponing your trip instead (see above).
Do I need travel insurance?
A comprehensive and reputable travel insurance policy is essential to your enjoyment and peace of mind while on an active holiday. It is mandatory when travelling with us that all group members have valid travel insurance which includes cover for all activities included in your trip. For complete peace of mind, we also recommend enrolling with Global Rescue, the worldwide leader in field rescue, evacuation and security extraction services.
Our Signature Travel Insurance allows you to insure all of your expenses. While a Signature Travel Insurance policy can be purchased at any time, purchasing a policy within 20 days of making your initial trip deposit gives you the widest range of policy options, including a Cancel for Any Reason coverage. For complete peace of mind, we also recommend enrolling with Global Rescue, the worldwide leader in field rescue, evacuation and security extraction services.
Would any ATOL compensation arrangements operate?
No. ATOL relates to the failure of the providers of package holidays that include flights, and not for a major medical outbreak like Coronavirus. In case of insolvency, however, we are bonded by mandatory Public/Product Liability Insurance (also known as Tour Operator insurance) issued by Allianz Insurance, so you have nothing to worry about.
Where can I check for updated travel and coronavirus information related to my destination?
- Find out which countries you can travel to depending on your country of origin. The information is updated regularly: https://www.omio.com/travel/service-disruptions#cvHubRestrictions
- An interactive tool created by the EU provides you with the information that you need to confidently plan your European travel and holidays while staying healthy and safe. The information is frequently updated and available in 24 languages for your convenience: https://reopen.europa.eu/en
- Here’s another useful interactive map showing the current travel restrictions by country (maintained by IATA): https://www.iatatravelcentre.com/international-travel-document-news/1580226297.htm
- ABTA offers updated advice and FAQs for travellers: www.abta.com/coronavirus
- WHO is providing detailed advice on how to protect yourself and rolling updates on the outbreak: https://www.who.int/emergencies/diseases/novel-coronavirus-2019
- Travellers are advised to read the FCO travel advice for the country they are travelling to: www.gov.uk/foreign-travel-advice
- The National Travel Health Network and Centre (NaTHNaC) TravelHealthPro website: travelhealthpro.org.uk/countries
- The Association of British Insurers (ABI) provides some useful info related to travel insurance in the context of the Covid-19 outbreak: https://www.abi.org.uk/products-and-issues/topics-and-issues/coronavirus-qa/
I have a question that is not answered above.
If you have any further questions about the status of your booking and how Coronavirus may affect this, please visit our Help Centre, contact your assigned adventure specialist or send us an email at [email protected].
The Natural Adventure Company has received the World Travel and Tourism Council’s Safe Travels stamp, which provides travellers with the assurance that we have adopted health and hygiene global standardised protocols for tour operators – so you can experience Safe Travels. These are in line with recommendations from the World Health Organization. Before we organise a trip in any destination, our itinerary will undergo a comprehensive risk assessment and audit, while our local partners will complete COVID-19 health and safety training.