Don’t leave now, we are here to help…
Call us on 0333 305 9912
Subscribe to our newsletter

Covid-19 FAQs

COVID 19 Frequently asked questions


The spread of Coronavirus (COVID-19) around the world has resulted in several queries about travelling during this uncertain time, and the impact on existing bookings, therefore we are encouraging our customers to find answers to our most frequently asked questions below.  

We always follow the latest advice from the Government and our valued partners. Rest assured that we are still doing everything we can behind the scenes to continue to provide the best professional serviceand our teams are working hard to contact all passengers with affected bookings who are travelling in the next few days. Thanks for your patience and understanding during this challenging time


How do I re-schedule my holiday 

To contact our team for your reschedule request, just submit our Contact Us form with your booking information and include the date you would like to reschedule to in the enquiry box. If you are not sure, then please give us as much information as you can to help us review for you. 


Please note, reschedules are only possible free of charge when airlines permit. Many airlines have waived change fees within certain dates, so customers are eligible to pay the fare difference only. Airlines are slow to provide advance dates for these free changes due to the fluid situation with Covid-19, however we will advise as to whether this applies to your booking. 


Can I cancel my holiday? 

If your holiday arrangements are still scheduled to operate but you choose to cancel, then you will be subject to certain penalties under the Booking & Cancellations. These can vary depending on the type of holiday you have booked. This situation is fast-moving, and we would urge you not to panic and to wait until we can review the decisions being made by numerous suppliers such as hotels, cruise lines and airlines to ensure that we can minimise these penalties for you where possible. 

If you have decided to proceed with your cancellation regardless, then please submit a Contact Us form and we can advise you on the penalties at this time. The original terms at the time of cancellation will apply regardless of any subsequent changes from the airlines. Copy of the general Booking & Cancellations can be found here.  


When will I get my refund? 

Travel Seen is actively working with all our partner airline & hotel suppliers to secure refunds for our customers where their booking has been cancelled due to Covid-19 in a timely manner and will issue this to you when received from the relevant partners.


Please note that due to the unprecedented number of refund applications due to the Covid-19 outbreak, many of our partner airlines & hotel suppliers are experiencing delays in processing refunds. Travel Seen is unable to offer a refund until this has been processed by our partners, so please understand that you may experience significant delays to complete the refund process. Rest assured that we are working on your behalf behind the scenes to conclude matters as quickly and efficiently as we can, but timelines are not dictated by us. Normal Booking & Cancellations apply.

Please note: Refunds are only possible where airlines & hotel supplier's permit. These are changing regularly, with airlines not refunding customers if the flight has not been cancelled by them, regardless of government restrictions on the entry of citizens. 


Where can I find information on travel advice? 

Government Travel Advisories are continuously changing, we recommend that you check the Foreign and Commonwealth Office (FCO) for advice for the specific country, you are travelling to and to ensure you have the latest and most up to date information on Covid 19 go to:  


Currently, the government is advising against non-essential travel overseas to most countries, outside the Green List. 


Adequate travel insurance is a condition of your contract with either Travel Seen or the supplier in question, as applicable. You must take out a policy of insurance to cover you and your fellow travellers against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; and other expenses. The cost of travel insurance is based on the type of cover requested, the age of the insured, the destination of travel, length of stay and any pre-existing medical conditions.  


We recommend checking the latest guidance before you take out a policy, as information can change quickly. Government enforced bans are different from FCDO travel advice. Some insurers are offering Covid 19 cover, so please ensure you research the best cover for you and your travelling party.  Visit the Foreign, Commonwealth & Development Office’sTravel Awaresite for foreign travel advice before you book, where you can sign up to email alerts and follow the FCDO on social media for updates.  


As we wait for countries around the world to emerge from lockdown and for travel to open back up again, it is understandable that you may have concerns about the safety of doing so. To address these concerns, airlines are putting safety measures in place to facilitate social distancing and minimise contact while you make your way through the airport and during boarding and disembarking.


These measures are based on advice from public health authorities and aviation regulators. It may include the mandatory wearing of masks, limits on onboard purchasing, availability of sanitisers etc.


Airlines are releasing information to the public about the measures they are putting in place to prevent further spread of COVID 19.


What is the traffic light system? 

Throughout the pandemic, each country has had its own rules around travel and entry requirements which has led to a lot of confusion and made it difficult to keep track of requirements and restrictions. The goal of the Traffic Light System is to unify all the member states and allow for travel again. 

Thered, amber, and green list traffic light system tells us the risk level of coming back from a country with COVID-19. It sets out the rules for what tests and quarantine measures you may need to take when arriving back to the UK.

It doesn’t tell you whether you can go there on holiday, or whether your travel insurance will be valid for your trip. To find out if it’s safe to travel to your planned destination, check the country page on the Foreign Office website.


Before you travel anywhere, you should seek out the latest travel advice from the  


We also recommend reading useful information on the websites of the airlines you intend to travel with.