Frequently asked questions

Most popular questions

    • Whilst we’re pleased to see that the Foreign and Commonwealth Office (FCO) advise has changed for a number of destinations from 10th July, allowing people to travel without the need for 14 days UK quarantine on their return, there are still a number of our customer’s holidays which are affected both before and after this date which we are currently working through.

      We are working in departure date order and speaking with airlines and suppliers to get the latest information with regard to any flight schedule changes or changes at the hotel which have arisen as a result of the COVID-19 response required within each destination.

      If your holiday has been affected, we will contact you as soon as we are advised of any changes to discuss options with you, in the meantime if you are contacted by your airline directly and want to discuss your accommodation with us, please contact us via our website https://www.alpharooms.com/contact-us or call our Customer Service team on 0203 001 0100 and we will be happy to assist you.

      This is still an extremely busy time for us and your patience is very much appreciated at this time.

      Most frequently asked questions:


      Q: What are my options if my Holiday (Included Flight + Hotel) has been cancelled as a result of the Coronavirus outbreak?
      A: If you would like to take a holiday later in the year we would be happy to rebook your holiday at a later date either this year or into 2021. We have negotiated a range of exclusive deals with suppliers and have some fantastic rates on holidays for Winter 2020 and Summer 2021 and will be waiving our amendment fees for anyone wishing to rebook. In order to give you time for all airlines and hotels to be fully on sale for next year, and in line with Travel Trust Association guidance, for customers who had purchased an ATOL protected “Package Holiday” with us (Includes Flight + Hotel) we are initially sending you an ATOL “Protected Refund Credit Note”. This Protected Refund Credit note will keep the ATOL or Topps protection (for our Irish customers) of your original booking attached to it, so your money is 100% protected up to the expiry date which will be detailed in your email. You will be able to exchange any unused parts of this Refund Credit Note for a cash refund after the date specified in your email, and we have set up a dedicated mailbox to manage these requests.
      Q: What are my options if I purchased a hotel or transfer on its own and the booking has been cancelled as a result of the COVID-19 outbreak?
      A: If you would like to take a holiday later in the year we would be happy to rebook your holiday at a later date either this year or into 2021. We have negotiated a range of exclusive deals with suppliers and have some fantastic rates on holidays for Winter 2020 and Summer 2021 and will be waiving our amendment fees for anyone wishing to rebook. In order to give you time for all hotels to be fully on sale for next year we are initially sending you a “Refund Credit Note” which where stated will be protected by us. You will be able to exchange any unused parts of this Refund Credit Note after the date specified in your email for a cash refund, and we have set up a dedicated mailbox to manage these requests.
      Q: What are my options if I purchased a Flight Only and the booking has been cancelled as a result of the COVID-19 outbreak?
      A: If you would like to take a holiday later in the year we would be happy to rebook your holiday at a later date either this year or into 2021. In order to give you time for all airlines to be fully on sale for next year we are initially sending you a Refund Credit Notes which where stated will be protected by us. You will be able to exchange any unused parts of this Refund Credit Note after the date specified in your email for a cash refund, and we have set up a dedicated mailbox to manage these requests
      Q: When will my credit note voucher be issued?
      A: Your Protected Refund Credit Note or Refund Credit Note will be issued within 30 days of you receiving your cancellation email, however you do not need to wait until you’ve received this in order to rebook your holiday. If you find a holiday you would like to book using your voucher please contact us either on the dedicated phone number on your cancellation Email or by calling us using one of the phone numbers on our website. We will need your original holiday booking reference, date of departure and will ask you some security questions as part of the call.
      Q: How long will I have to wait for my refund?
      A: We are emailing details of our two stage refunds policy to individuals once we have cancelled their holiday with the airline and hotel suppliers. You will find the date that you can claim your refund outlined within this email, we will start the refund process as soon as we receive your request, after this date, and anticipate completing the refund process within 14 days.
      Q: What should I do if my departure date is very close but I still haven’t heard from you?
      A: We will be sending an email to all customers detailing their refund options, using the email address that was given to us at the time of booking. We are prioritising customers according to travel date proximity, if therefore you haven’t received an email from us and you are due to travel within 7 days please check that our email hasn’t gone into your SPAM account or contact us via our live chat found on our website.
      Q: How will you get in touch with me regarding my booking affected by COVID-19?
      A: If we need to cancel your holiday as a result of the coronavirus outbreak and resultant travel restrictions we will contact you using the email address you gave us at the time of booking. Please ensure you check your junk and spam folders as emails do sometimes find their way there.
      Q: I want to cancel my holiday and its outside of your current cancellation dates, what should I do?
      A: We do not recommend that you cancel your holiday at this stage as our normal booking conditions will apply and you may incur unnecessary cancellation charges which would not be recoverable. We will of course continue to monitor the situation closely, keeping the FCO advice and our cancellation period under continual review, and will extend this period as and when appropriate. We will be continuing to contact customers in date departure order to inform them of their options at this time and we ask our customers to be patient with us as we undertake this process. Rest assured that no one will lose any of their money as a result of cancelled holidays due to COVID-19.
      Q: My airline has told me they have processed my refund, so why haven’t you refunded me?
      A: Unfortunately we are experiencing significant delays between airlines and hotels cancelling the holiday and actually sending the refund through to us due to the high volume of transactions involved. In some instances, despite cancelling your flight in their systems, airlines are sending us credit notes, which we are negotiating on your behalf to turn into cash so we can provide you with a refund. We are hoping to have this resolved by the refund date we will communicate to you in your cancellation email.
      Q: Are your credit notes ATOL protected?
      A: All our credit notes are protected. If you are sent a “Protected Refund Credit Note” this will be protected in line with your original ATOL protected holiday by the Travel Trust Association. If you receive a Refund Credit Note, where stated this will be protected by us.
      Q: I can’t travel can I pass my credit note to someone else to use?
      A: The credit notes that you are issued will be in the Lead Passengers name, this is the person who originally booked and paid for the holiday. The credit note is not transferable to any other member of the booking.
      Q: Will I have to pay an extra cost if I rebook?
      A: We have some negotiated some great deals for our customers to rebook, however, If there is an additional cost to be paid once you chose your future holiday then this will become payable under our normal terms and conditions.
      Q: Can I use the voucher to pay a future holiday I have already booked with you?
      A: Yes this is absolutely fine, please contact us and provide us with the booking reference that you would like us to apply the credit note to. There may be instances where the same airline may have to apply but we will discuss that with you on a case by case basis.
      Q: Do I need to complete a Passenger Locator Form If travelling to Greece?
      A: The Greek Government requires all passengers arriving into Greece to complete the Passenger Locator Form (PLF) at least 48hrs prior to arrival to enter the country. The passenger identification form (PLF) is a key element in Greece’s planning aiming to protect citizens and prevent the spread of the COVID-19 pandemic. Detailed instructions can be found by clicking the following link https://travel.gov.gr/#/

    • Please Note:

      Our hotels and resorts are reopening and, with that and in response to the ongoing COVID-19 pandemic, our accommodation suppliers may be required to implement various policies and procedures in an effort to limit the spread of COVID-19.

      You may find that, for the time being, some destinations, resorts and hotels will also have their own hygiene requirements and certain amenities will temporarily be limited or unavailable. Rest assured that these are simply precautionary measures and shouldn’t get in the way of you enjoying your stay

      These policies and procedures are put in place for the safety of guests and may result in some facilities that are ordinarily provided being subject to restrictions, changes or otherwise not being available at all (this may particularly be the case during peak times, where certain facilities would otherwise be busy).

      Where we are able to, we will provide you with information about any such changes as soon as reasonably possible after we become aware of the same. Please also note that any change to the availability of facilities at your chosen accommodation arising as a result of the COVID-19 pandemic will not be classed as a ‘significant change’ to your booking.

    • The Foreign and Commonwealth Office (FCO) advise against all but essential travel to Kuredu, Vilemendhu, Batalaa and Kuramathi Island Resorts. For further information please follow the link to the FCO website.

    • Please be informed that the Jamaican Ministry of Health has introduced precautionary safety measures for travel.

      Travellers who have visited Italy, South Korea, Iran, Singapore, Spain, France and Germany in the last 14 days and who do not have permanent residency or marriage exemption in Jamaica will not be granted landing privileges at any of the country’s ports of entry.

      Travellers who have permanent residence and marriage exemptions who have visited these countries in the last 14 days will be subject to a health assessment and quarantine. All travellers returning from these countries who have been granted landing privileges and who display any symptom of COVID-19, as per the case definition published by the Pan American Health Organization/World Health Organization, will be placed in immediate isolation at a health facility.

      For further information please follow the link to the FCO website.

    • Please be informed that the USA Government has introduced precautionary safety measures for travel to the United States.

      For further information please follow the link to the FCO website.

    • The Government of India has announced that it will suspend all existing visas for India due to the ongoing outbreak of coronavirus (COVID-19). This change will come into effect from 12:00 GMT 13th March 2020 to 15th April 2020 at the port of departure. For more information see Visas and Health

    • The Maltese Government have set up an advice page and a website which gives the latest updates. A helpline is also available on 111. All flights and ferry links to and from Germany, France, Italy, Spain and Switzerland have been suspended. For further information please follow the link to the FCO website.

    • Updated On 12 March, the Czech government declared a 30-day State of Emergency in response. From midnight 13 March, (between Friday 13 March and Saturday 14 March), citizens from fifteen countries, including the UK, will not be permitted to enter the Czech Republic. For further information please follow the link to the FCO website.

    • Updated: 14th March 2020

      Foreign and Commonwealth Office (FCO) advise against all but essential travel to Poland, due to the announcement that Poland will close its borders from midnight on Saturday 14 March in response to the coronavirus pandemic. Any British travellers in the country who wish to leave by air or rail should make arrangements to do so before then.

      For further information please follow the link to the FCO website.

    • Updated: 14th March 2020

      From Saturday 14 March, 12 noon, the Danish border will temporarily be closed for foreign nationals who do not have a recognised purpose for entering Denmark.

      For further information please follow the link to the FCO website.

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    GENERAL

    Each product we offer is priced and sold individually and we act as a Travel Agent. If you buy several products from us the total price will always equal the sum of the individual prices. Where you buy more than one product from us at the same time, for example a flight and a hotel, even though they may be linked to the same dates of travel, they do not constitute a package as defined in the Package Travel, Package Holidays and Package Travel Regulations 1992.

    When you make a booking we will arrange for you to enter into contracts with the providers of the services, including but not limited to accommodation providers, transfer providers, car hire companies, airlines, tour operators and attraction providers (“Travel Provider”). Once a booking is completed and a contract is in place, it is the Travel Providers responsibility to provide you with what you have booked and it is your responsibility to pay for the services as per the terms of your booking. For bookings with most airlines we will act only as your agent in making your booking. For all other bookings we act as the agent of the principal who is the Travel Provider. Alpharooms.com is a trading style of Alpha Holidays Limited.

    Many of the flights and flight-inclusive holidays on this website are financially protected by the ATOL Scheme, but ATOL protection does not apply to all holiday and travel services listed on this website. Please ask us 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 Agency terms of business for information or for more information about financial protection and the ATOL Certificate go to: www.atol.org.uk/ATOLcertificate. The Alpha Holidays Limited ATOL Number is T7599. All other bookings are protected through TTA.

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