Need Help With Your Booking?


Should any new travel restrictions impact your upcoming trip, our Consultants will be in touch to work out a plan of action for you. If you think your travel is affected by the restrictions and need urgent help, you can also call us directly on 0808 250 4788. Please have your name and booking reference ready. Our team of Travel Consultants are on hand to assist you.

For the latest FCDO advice, see here. We will continue to monitor Foreign, Commonwealth & Development Office (FCDO) advice and provide updates on our Where's Safe to Travel hub.

FAQs for Package Holiday Customers

What does the latest government advice mean for me?

Where FCDO advice advises people against travel, we will be contacting you to arrange an alternative solution. We will either issue you with a Refund Credit Note, rearrange your holiday to a later date or, if neither of these options suit, arrange for a full refund. Alternatively, you can call us on 0808 239 1414. Please be advised call wait times may be longer than usual due to increased volumes. We are asking customers to only contact us if they are due to travel in the next 14 days.

How do I know if my travel plans have been cancelled?

Package Holiday Customers:

  1. Holidays due to depart in the next 14 days are being cancelled to destinations where FCDO advice warns against all but essential travel there.
  2. Holidays that have ‘failed’ (where you are not able to go as flights have been cancelled or hotels are closed) will be cancelled if no suitable alternative can be offered.
  3. If you have paid your deposit and your balance is due within the next few weeks, we will be in touch with you to discuss your options.

We are continuously reviewing all other holidays and will update this information frequently.

What does cancellation mean for me?

If your holiday has been cancelled by us, you’ll receive a Refund Credit Note for the full value of your holiday. We understand that you may not be ready to book again just yet, so the Refund Credit Note gives you the flexibility to book your travel in the future. 

  1. Your Refund Credit Note will automatically be emailed to you, so you do not need to contact us to chase this.
  2. You will receive this within two weeks of us cancelling your holiday.

If your original booking was financially protected (this includes all package holidays), your Refund Credit Note will carry the same financial protection. You can therefore be confident that you have financial security.

If you’re unable to accept a Refund Credit Note you can apply for a refund. Due to the volume of holidays impacted, we’re asking you not to contact us until you receive your Refund Credit Note so we can continue helping customers in date order. However, if you do need to request a refund before this you can do so using the details below. Please be aware that our teams are incredibly busy, so call waiting times are considerably longer than usual.

You can call us on 0808 239 1414, 9am-5pm Monday-Friday

How long do I have to use my Refund Credit Note?

The validity of your Refund Credit Note will depend on the time of issue. Please speak to your Travel Expert for further clarification.

When and how will I receive my Refund Credit Note?

We have a central team of Refund Credit Note experts. Where applicable, your Refund Credit Note will be emailed to you at the email address you supplied at the time of booking. The Refund Credit Note will usually be sent within 14 days from the date we cancel your holiday.

What if I can't reach my Consultant?

Your details are held centrally so you do not need to worry if you can't reach your Consultant for any reason. Please contact us on 0208 127 4273 ​if you have any general queries.

How do I use my Refund Credit Note?

Please call us on 0208 127 4273 ​ to speak to our central team about redeeming your Refund Credit Note. They will be able to take you through the terms of this and will then pass you on to one of our highly trained Travel Experts to plan your much-needed holiday.

Is my Refund Credit Note financially protected?

We’d like to reassure you that if you booked a financially protected holiday (including all package holidays), your Refund Credit Note will carry the same financial protection as your original holiday booking. You can therefore be confident that you have full financial security. These Refund Credits Notes have also now been protected by CAA (Civil Aviation Authority) to add extra protection (see here for more detail about this).

Can I use another promotion when I use my Refund Credit Note?

Yes, subject to any specific terms that may be applicable.

What happens if I have a group package booking?

If you have a group booking the Refund Credit Note will be issued to the original person who booked the whole group.

If I don't use all of my Refund Credit Note on a future booking, will you refund me what's left?


What happens if I use my Refund Credit Note and then my alternative holiday is cancelled?

If your alternative holiday is cancelled, you’ll receive a new Refund Credit Note to replace the same amount you spent from your original Refund Credit Note. 

Can I claim a refund with my travel insurance?

Please speak to your travel insurance provider and do check the terms and conditions of your policy.

How long can I expect to wait for my refund?

Over the last two years, we refunded hundreds of thousands of pounds to our customers and we’re continually working on improving our processes to speed this up even further. We are proud to say that we are currently able to refund package holiday customers within 14 days of their refund being requested.

If you have a flight-only booking, you will receive your refund once the monies have been returned by the airline. Please see our flight-only FAQs below for more information.

I booked a holiday to a destination that has since been added to England's red list and is due to depart in the next few weeks – what’s going to happen?

If you are due to travel imminently (in the next 14 days), a Consultant will be in touch with you shortly to discuss your options. If you chose to cancel you will be issued an automatic Refund Credit Note.

FAQs for Flight-Only Customers

I've booked a flight - how will my refund work?

Flight Centre is working closely with airlines to do two things for the benefit of our customers:

  1. Provide cash refunds instead of credit vouchers
  2. Speed up the current time it is taking to process refunds.
How long can I expect to wait for my refund?

For flight-only customers we are able to return the funds to you when we receive them from the airline, as per our booking conditions. Cancellation policies are as per the airline policies. Please speak to your Consultant for further advice on these, as they vary from airline to airline.

In normal times refunds are processed nearly instantaneously. In some cases, if refunds are provided by airlines, they may take up to 12 weeks for the airline to process after being approved.

As an agent for the airline, we are subject to their policies and timeframes. However, our teams are continuing to work with our contacts with all major airlines to ensure better outcomes for our customers.

New Bookings

If you have a new enquiry or an existing quote with us, please call 0808 252 8902 to speak to our Travel Experts. If you’d prefer not to hold, please email us at and we will get back in touch shortly. 

Plans Affected by Changing Restrictions? Contact our Friendly Consultants Today

Flight Centre’s Travel Consultants really know their stuff when it comes to creating bespoke itineraries. Get in touch below, and let us tailor-make it easy

Information about Refund Credit Notes

What we’ve been through over the last two years has been unique – it has never happened to any of us in our lifetime. Our world was closed. Our customers and our people were all feeling the strain of this incredible change. Positively, however, we have become even better at resolving the needs of our customers in times of crisis.

The good news is that ABTA, during the pandemic, provided an industry-wide mechanism to protect your holidays in the future and Flight Centre welcomes ABTA's guidance for package travel bookings. It means Refund Credit Notes are protected by ABTA/ATOL, where the original booking had that protection.