Tuesday, March 31, 2020
All of the Headwater team, including me, are now working from our homes. We’re fortunate to be able to continue our work at all and my thoughts have never been far from the challenges and threats facing our business partners, providers and representatives overseas and of course you, our amazing customers.
Every aspect of the last few weeks has been challenging with complex repatriations of our customers overseas and the difficult decision to suspend and re-arrange many thousands of holidays. It is with great sadness that today we have taken the decision to suspend all travel departing on or before 30 June 2020.
Ensuring customer safety and enjoyment has been our primary focus since our first tours departed back in the summer of 1986 and this fact has never been more important than today.
While we are desperately concerned for our representatives, partners and providers overseas, who are part of the extended Headwater family, we have made this decision in the best interests of all and in consultation with the relevant authorities, governments and agencies. We are sorry to those customers for whom this will come as a profound disappointment, though we appreciate that some will receive this news as a welcome relief in what has been a fast-moving and unprecedented time of uncertainty.
Our expert team is currently contacting passengers and will work through departures in turn by departure date. If you are due to travel with us by the affected date, please rest assured you will be contacted soon.
Thank you for your understanding and your patient support in what continue to be rapidly evolving, unpredictable and unprecedented circumstances. It is our hope that our customers will help us support our long-standing partners, and those who rely on tourism for income overseas by selecting a new departure date in 2020 or 2021.
Managing Director, Headwater Holidays
If you have booked with us directly, Headwater will provide you with a Refund Credit Note to the value of what you have already paid us towards your affected holiday (less any unrecoverable costs). You can use your Refund Credit Note on any new booking made by 31 July 2021, for travel on any date up to 31 March 2022.
You will be contacted (if you haven’t been contacted already) by our team to discuss your next steps, you do not need to call us. Please be patient while our customer teams work through bookings in order of proximity to departure.
If you have booked via a travel agent, please contact them to discuss your options.
Our standard booking conditions apply, please note that we have enhanced flexibility during the COVID-19 outbreak. You can read more on our Booking Promise page.
We will continue to monitor local conditions, the FCO and all relevant governmental advice and will review all trips, and update passengers a minimum of 30 days prior to departure.
Updated 31 March 2020