COVID 19 (Coronavirus) Customer Update

COVID-19 (Coronavirus) Customer Information

We continue to monitor each destination carefully. As this has developed into an extremely complex situation, particularly with some parts of the world safe to travel to and others not. With this in mind, we are reviewing bookings on a case by case basis based on their departure date and destination.

We continue to operating on a 7-day rolling basis while reviewing bookings on an individual basis as the situation with FCO advice continues to change. This means, we’ll be in touch 7-days before you’re due to depart to give you an update on your booking. 

If your booking has been cancelled and we are the principal, you will have the option of a full refund within 14 days or fee-free amendment. If we have acted as the agent (this means where we’ve booked your holiday with another supplier, for example TUI or Jet2holidays), we will follow their cancellation protocol when dealing with your booking which may differ to our own.

Additionally, if you’re booking is due to go ahead as the travel restrictions have been eased, we’ll contact you around 7-days before to confirm this and answer any questions you may have.

Spain Update – 28/07/2020

The FCO now advises against all but essential travel to Mainland Spain, the Balearics and the Canary Islands. Because of this, we’re cancelling our tour operating programme on a 7-day rolling basis. If you are due to travel to any of the above destinations in Spain within the next 7-days and we are the Principal, your booking has been cancelled. If we haven’t been in touch already, we will contact you shortly.

If you are currently on holiday in Spain, we understand that you may be feeling anxious. The FCO advice currently states there is no need for holidays to be cut short. However, if you would like to discuss returning home earlier than planned, please call our 24/7 Duty Office on 0044 114 470 1049.

If you are returning from Mainland Spain, the Balearic Islands or the Canary Islands, you are now required to quarantine for two weeks. For bookings affected by this immediate change in advice, an email will have been sent to you with more information. 

Thank you for your patience during an unprecedented couple of months.

Can I amend my booking before it’s cancelled?

Of course! We’ve waived all amendment charges for bookings which depart before 30th September 2020. You’ll only need to pay the increase in cost (if there is one)

To amend your booking, please call 0114 470 1045 and select Option 2 where a member of our team will be able to assist you further.

We’re open everyday (including bank holidays) from 9:30AM until 5:30PM.

How can I contact you?

You can speak to us by calling 0114 470 1045. Our team are working incredibly hard to support all of our customers and because of this, there may be a delay in getting through to us.

We’re open everyday (including bank holidays) from 9:30AM until 5:30PM.

Should I pay my balance?

Until you receive email notification from us stating that your booking has been cancelled, you should continue to abide by the booking terms and conditions. This includes paying your balance on time.

If you fail to pay your balance on the due date, your booking will be cancelled in line with our booking terms and conditions.

If you would like to discuss amending your booking with us, please call 0114 470 1045 and select Option 2. 

We’re open everyday (including bank holidays) from 9:30AM until 5:30PM.

Is my money safe?

We’re a financially sound and well-run travel company and are confident our cash reserves and credit facilities will 100% see us through this crisis. We’ve already lived through lots in our history, such as, Brexit and the collapse of Thomas Cook. We always emerge stronger.

Additionally, all flight-only and flight-inclusive holidays booked through Kosmar Holidays Limited come with ATOL Protection as standard. This means if the ATOL holder on your booking ceases to trade, you’ll receive a full refund. If you were already abroad and the ATOL holder ceased trading, the CAA would organise a repatriation flight home for you and your party.

You can feel even more confident in the knowledge that we’re proud members of the Travel Trust Association. This adds another layer of protection to your booking, particularly where ATOL Protection doesn’t apply. This means we’re one of the few travel companies to financially cover everything we sell, including accommodation only. In most cases your funds are held in our trust account or covered with Supplier Failure Cover.

About your security and the threat from fraud

We’re aware that criminals are pretending to be Kosmar or Kosmar colleagues to try and defraud our customers using social media, email or telephone calls. We’re also aware that criminals are encouraging some of our customers to commit fraud by providing false information around financial gains.

To protect yourself against fraud never give away information about your booking on an email or telephone call. We are actively monitoring this and liaising with the authorities. 

If you believe that you may be a victim of fraud, then please visit https://www.actionfraud.police.uk for further advice and ways to report fraud to the relevant authorities.

When our team contact you, they’ll identify themselves with specific knowledge about your booking that only they and you could know. If you are in doubt just call our contact centre on 0114 470 1045 and select Option 2. 

Thank you for your caution.

How can I make a complaint?

We’re sorry to hear you’re considering a complaint. Our team are continuing to support all our customers in every way they can despite the challenging circumstances COVID-19 has put us in.

If you do wish to make a complaint, you need to do this in writing and we’d recommend you send this by recorded delivery. 

You can send your complaint to the address below:
Customer Services Department, Kosmar Holidays Limited, 32 Eyre Street, Sheffield S1 4QZ.

Please remember to include your booking reference and all the details of your complaint. Complaints must be made in writing by post, anything other than this (including social media, telephone and email) are unable to be accepted. 

You should expect to receive a response from us within 28 days.

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