The global COVID-19 pandemic has impacted the travel plans of a large number of Your Golf Travel customers to multiple domestic and overseas destinations.
The frequently asked questions outlined below will hopefully help you understand what is a complex and ever-changing situation in terms of both domestic and overseas travel.
Please be reassured that if you have an upcoming booking which is likely to be affected by COVID-19, we will aim to contact you a minimum of 7 days in advance of your departure date.
Your Golf Travel continues to follow strict government advice and guidance across all countries where we offer travel experiences.
You should check the FCO (Foreign and Commonwealth Office) advice regularly for the country that you are visiting as well as returning to. You can do that here;
We have put together some frequently asked questions that will assist you in making informed decisions about your future travel arrangements with us.
Q and A's:
I have a trip coming up and I have not heard from Your Golf Travel yet, what should I do?
We are contacting our customers at least 7 days in advance of their departure dates. We will try initially by telephone, however should we not be able to reach you we will leave you a message or send you an email. Alternatively please contact your YGT travel Expert.
The Foreign & Commonwealth Office (FCO) are not currently advising against travel to the destination I am due to visit, what are my options if I want to cancel my booking?
We will happily look at all options on offer to you and your group and be as flexible as we can, initially as the FCO are not advising against travel, usual cancellations terms and conditions would apply. However you could explore the option of a change of dates/year or name changes for your trip. Alternatively you must contact your travel insurance provider to see if you are able to make a claim.
I am not sure if the country I am due to visit has any restrictions for travel or quarantine in place; how can I find out what this means for me and my trip?
You can check the FCO website for up to date advice for any country by checking this link https://www.gov.uk/guidance/travel-advice-novel-coronavirus . Alternatively you can make contact with us at Your Golf Travel and we can inform you.
What if the country I am planning to visit in the future refused entry to UK Nationals?
There are now limited countries for golfers that will now stop UK travellers entering. Some e.g. the USA may impose 14-day quarantine restrictions on entry. Should a country change its rules or bar travellers from other countries in a way that affects your booking, YGT will contact you to discuss your options.
What happens if my trip is cancelled due to COVID-19, can I request a refund?
Your Golf Travel offers several types of travel arrangements. Your options will vary depending on the type of trip booked. We are ABTA members and we are utilising the Refund Credit Note scheme and following their guidance for bookings made as a package. All other bookings generally fall under our terms and conditions, which can be found on our website.
What if my hotel is closed and have nowhere to stay?
If your hotel shuts in response to COVID-19, but is not located in an area where official advice is advising against travel, we will be in touch to discuss options.
We will look to automatically move you to closely matched accommodation in line with our terms and conditions and ABTA guidelines.
What happens if it is compulsory for me to self-isolate/quarantine on my return from holiday for 14 days and I can't do this as I have other commitments, can I cancel my booking and receive a full refund?
If you travel to a country where the government requires you to self-isolate or go into quarantine for a period of time when you return from your holiday, as this does not affect the fulfillment of the holiday arrangements you have booked with us you would not be automatically entitled to a refund. We can explore the options available to you and your group for the best outcome.
Would I be entitled to any compensation if I can no longer follow my travel plans as intended?
Unfortunately no compensation is due in this circumstance, this is because the reasons are outside the control of Your Golf Travel.
I am due to go on holiday and I am concerned that due to social distancing that some facilities are going to be different, what are my options if I wanted to cancel?
Due to the pandemic, this has changed the way that we go about our everyday business and this includes what we have come to expect from our holidays. As a result of social distancing some facilities may be altered or have a new policy for use, so that you can still enjoy the same experiences. Occasionally we may be advised of a service being withdrawn of which we will notify you. If you do have any concerns you can call us to discuss or alternatively check on the website for the hotel/golf course you are visiting.
What do I do if I or a member of my group fall ill with COVID-19 while we are away on holiday?
You should make sure before you leave that you have adequate travel insurance in place that will cover you for this, and that in this event you can make a claim.
What is ABTA and ATOL protection?
ABTA and ATOL are protection schemes for package holiday bookings made by YGT that includes air holidays and flights managed by our governing and regulatory bodies ABTA (Association of British Travel Agents) and the Civil Aviation Authority ("CAA").
All UK tour operators and travel firms selling stand and air inclusive holiday packages and flights in the UK are required by law to hold a license called an Air Travel Organiser's License ("ATOL"), which have their own ATOL number and financial protection that we lodge with ABTA. This can be seen in our terms and conditions.
Both ABTA and ATOL protect you from losing your money or being stranded abroad. Holiday packages inclusive of flights sold by YGT are always ATOL protected by the Civil Aviation Authority. The ATOL will be shown in our sale details. ATOL and ABTA protection does not apply to all holiday and travel services shown on this website including Accommodation-only bookings. If you are not covered by our ABTA and ATOL protection then you must take out comprehensive travel insurance to cover your booking as standard.
Will I be covered by the ATOL financial protection schemes?
We're required by law to sell packages with flights inclusive under our ATOL license. So, if you've bought a package with us, you will be covered and will find the appropriate ATOL reference number on your travel documentation. All of the flights and flight-inclusive holidays on Your Golf Travels website are financially protected by the ATOL scheme. But, ATOL protection does not apply to all our holiday and travel services that are listed on our website. Please ask us where appropriate to confirm what protection may apply to your booking. If you do not receive an ATOL Certificate then the booking will not be ATOL protected.
If you do receive an ATOL Certificate but all the parts of your trip are not listed on it those parts will not be ATOL protected. Please see our booking conditions for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLCertificate.
What is Your Golf Travel "Flexibility Guarantee"?
We understand that everything feels a little unpredictable at the moment, so our Flexibility Guarantee means that when you book a trip with us between 15th March and 31st July 2020, if you need to move your trip, we won't charge you a fee to change the dates. We can also provide you with a travel credit towards your next booking instead if you prefer.Please note that any supplier changes and cancellation fees or price differences (from our travel partners) will be passed on unless stated.
What is the best way to get in touch with Your Golf Travel?
Please email us at email@example.com. In your email please can you include your booking reference and this should be from the lead passenger or individual with consent to manage the booking arrangements. We will endeavour to come back to you as soon as possible, due to the ever changing travel restrictions from Covid-19 and the number of bookings we are managing, there may be a delay.
I am due to pay my balance, should I pay this?
We appreciate that this is a very difficult time for many of our customers, if your holiday remains unaffected by cancellations from us then your holiday is going ahead and you should pay your balance as detailed on your invoice. However we recognise that some customers will have had a change in their personal circumstances and may not be able to travel/or simply do not want to travel right now. Our flexibility guarantee allows you to move your trip. We wont charge you to do this, all you would need to pay would be any difference in the price plus any supplier fees. If you want to discuss this please give us a call.
YGT has promised me credit in my account but it still hasn't arrived. Why is this?
Refund Credit Notes (RCN) have been rolled out to those customers that have booked a package and whose trips have been impacted by the COVID-19 outbreak. There was a short initial delay in issuing these credits, whilst Your Golf Travel sought confirmation from travel governing bodies that your money remains protected under both our ABTA and ATOL financial protection schemes. We are now confident that this is the case. If you receive a credit note, please make sure you keep a copy, and the email we send you, they are evidence of the on-going protection of your money.
I have booked a hotel and golf with you but I have booked my own flights, my flights have now been cancelled . What are my options?
If you booked your flights directly with the airline you will need to follow up with your airline to discuss the options available to you. Please remember to check with us prior to agreeing new flights so we can check your accommodation and golf needs can also be met with our suppliers. Alternatively you should check with your travel insurance provider, so you know your rights if you are prevented from travelling and if you can make a claim.
What happens if an airline cancels my flight?
If your flight is part of your package with Your Golf Travel and the flight is cancelled or changed we will be in contact with you to discuss your options.
If you did not book your flights with Your Golf Travel, you should check the terms and conditions of the airline you are flying with and contact your travel insurance provider to see if you are able to make a claim.
Am I able to claim on my travel insurance policy and what do I need to do?
You will need to check with your travel insurance provider as these will vary depending on the type of cover you have chosen. If your policy covers you from FCO travel bans, unrecoverable travel costs, or pandemics caused by notifiable diseases, which Covid-19 is classified you should be able to make a successful claim. We can assist with providing you with all of the necessary cancellation notices that you need.
What are non-refundable / non-exchangeable booking components?
Non-refundable and non-exchangeable booking components include as an example US Masters and Ryder Cup tickets. These individual components are subject to separate terms and conditions e.g. Augusta National Golf Club and Ryder Cup Limited and are prepaid in advance. Where events have been postponed and not cancelled, we will endeavour to offer as much flexibility as we can to these types of scenarios so your trip can go ahead and we can fulfil your experience. When you have non-refundable costs in your package you can contact your travel insurance provider to see if you are able to make a claim for these costs
What happens if the event I am attending is postponed or cancelled?
In the event that an event is postponed then your booking will automatically move to the new date i.e. the Masters to November 2020 and Ryder Cup to September 2021. In the event of cancellation a member of our team of travel specialists will be in touch to discuss all of your possible options.
What impact could social distancing have on my trip?
As hotel and golf courses have begun to open up, some facilities could be closed or restricted to ensure customer safety. Where we know that this is the case, we reference it in the specifics of the offer and try to advise you in advance. However, we expect this may change or flex over time and on a hotel-by-hotel, golf course by golf courses basis, so we are advising all booked clients to contact hotels before their trip to get clarity on what is and isn't accessible. We will do our very best via our travel experts to keep you up to date but this might be subject to change. Please remain flexible to change and work with us and our partners as we of course all want you to travel and enjoy yourselves.
Should I have my own travel insurance in place? We highly recommend that all of our customers should purchase adequate travel insurance for the type of trip they take whether it's a foreign golf holiday or a UK golf break. We advise you do this on the same day as your booking as usually protection is from the day you take the policy out.