Coronavirus (COVID-19) Guidance

Updated: 3rd August 2020 | 18:00


TRAVEL TO EUROCAMP DESTINATIONS IN SPAIN AND LUXEMBOURG 
The FCO currently advises against all non-essential travel to Spain and Luxembourg. The FCO is not advising those already in these countries to leave or cut short their holiday. If you are returning to the UK from Spain or Luxembourg you will, however, be required to self-isolate for 14-days on your return to the UK.

Customers due to travel up to 22nd August 2020 will now be contacted to confirm that your holiday can’t go ahead as planned. All affected customers will receive an ABTA financially protected refund credit note for the full value of the money paid. It can be used to book another holiday in 2020 or 2021, by 31 March 2021. Find out more about Refund Credit Notes ›

If you’re due to travel to Spain from 23rd August onwards, we understand you may be apprehensive about future travel. We’re hoping to be able to travel again soon, but if that’s not possible we’ll contact you at least 10 days before your departure date. Whilst the current uncertainty remains, you can transfer your holiday to an alternative destination or date in either 2020 or 2021 without paying any amendment fees or losing any money you’ve paid (although you may incur extra travel costs).

TRAVEL TO ALL OTHER EUROCAMP DESTINATIONS
The FCO has made all Eurocamp destinations outside Spain and Luxembourg exempt from the guidance against non-essential travel, and you won't have to self-isolate on your return to the UK from any of them. Before travelling, please be aware that some of our destination countries have entry requirements or screening measures in place that may affect you. All travellers are required to provide their journey and contact details when returning to the UK.

If you are travelling to any Eurocamp destination country with the exception of Spain and Luxembourg, we’re excited to say your holiday will be able to go ahead as planned, and our on-parc teams have been busy making preparations to make sure you have a safe and happy holiday this summer. Before travelling, please check entry requirements of your destination country.

OUR PARCS FOR 2020
Unfortunately, following the significantly later start to the season, we're having to temporarily scale back some of our operations for 2020, and will no longer be operating on a number of parcs in 2020. A list of the parcs we are no longer operating for 2020 can be found here. All customers due to travel to the affected parcs have been contacted

CONTACTING US
Before you contact us, please read our answers to frequently asked questions below. We’re receiving thousands of contacts daily, so sadly our response times are much slower than usual. Jump to FAQ ›

We have our usual team working from home and from the office now, and we’ve got some additional helpers to support this team so are pleased to say that we've been able to reopen or phone lines. If you need to contact us after reading the FAQs please use live chat or call us on 01606 787125, Monday - Saturday between 10am - 4pm & Sunday between 10.30 - 3pm, or email us at customerservices@eurocamp.co.uk.


Common Questions:

.

How can I stay up to date with the latest travel advice?

We advise all customers to stay up to date with the Government advice: https://www.gov.uk/guidance/travel-advice-novel-coronavirus#covid-19-travel-guidance

The European Union has also created a website with the latest information for travelling to each European country, and with links to country specific Covid-19 guidance. https://reopen.europa.eu/


I've booked my travel arrangements myself. Am I protected?

For any travel arrangements (such as flights, ferry travel or car hire) made with a company other than Eurocamp, you need to speak to the service provider/airline you made the booking with. They’ll have their own policy for managing these claims.


What if I decide I don't want to travel?

If you are travelling to any Eurocamp destination outside Spain, they are all now exempt from the FCO guidance against non-essential travel, so your holiday will be subject to normal booking conditions and cancellation charges will apply.

To reassure you about travelling this year, we’ve been taking a look at every stage of your holiday and we’ve made  appropriate adjustments for your safety and peace of mind  

If you’d still prefer to cancel, please complete our cancellation form, and we’ll process this for you as soon as possible.


What is a Refund Credit Note, and how does it work?

A Refund Credit Note entitles you to rebook a holiday at a future date, or receive a cash refund when it expires on 31st March 2021. It retains the financial protection that you had with your original booking, so there is no risk that you will lose the money you’ve paid towards your cancelled holiday. Any new holiday booked using it will also be financially protected.

How to use it:

  1. Choose the holiday you’d like.
  2. Select the ‘COVID-19 Credit’ option at the payment stage.
  3. Our team will then apply your credit to your new booking and send you an email confirming they’ve done this. Please allow us 14 days to complete this process for you.

If your original holiday was scheduled to depart before 30th June 2020, and you are transferring to an equivalent holiday in 2021, we’ll check if you qualify for the Price Match Guarantee, too.

If your original holiday was scheduled to depart from 1st July 2020, and you choose a holiday with a higher value in 2021, we’ll apply an additional bonus to boost the value of your Refund Credit, of:

  • £100 off - if you have paid £99 towards your current 2020 holiday
  • £200 off - if you have paid £100 or more towards your current 2020 holiday

What measures will you take to keep people safe on your parcs?

We’re introducing enhanced cleaning and social distancing on all parcs to keep our guests and teams safe. Government advice is changing all the time, and we will continue to keep up to date with the latest guidelines. Our health and safety procedures tell you everything we are doing for your peace of mind once we open.

Each parc is also making adaptations to facilities and procedures where necessary to keep our guests and staff as safe as possible. Visit each parc page for details, which will be reviewed on a regular basis in line with any changes in local guidelines.


My holiday has been cancelled and I’m not able to change my dates or accept the refund credit note you have provided – how do I request a refund?

You can request a refund if you’re unable to find a suitable date to amend your booking to, and are unable to accept a Refund Credit Note. Complete this form to request a refund ›

To date we’ve processed all refunds requested for holidays we cancelled that had a departure date in April, May and June 2020. We’re now working through any recent requests and aim to process all within 2 weeks of receiving them.


My balance is due, should I go ahead and pay?

Full payment will now be required 6 weeks before your departure date, instead of the normal 12 weeks. Please note our cancellation terms and conditions remain the same.

If your holiday departure date is within 6 weeks and you haven’t paid the balance of your holiday already, please now do so now by visiting My Eurocamp and logging in using your booking reference and lead passenger name.


What do I do if I’m on holiday and there’s an outbreak on parc?

If there is an outbreak on the parc where you are staying, our resort team will follow local authority guidelines. Please comply with any additional screening measures that are put in place. If you develop symptoms, however mild, please follow the guidance of the overseas health authority.


What precautions should I be taking?

We recommend reading the general advice for travellers from the National Travel Health Network and Centre (NaTHNaC).

ABTA has also created a customer information leaflet - entitled “Get ready for travel: customer tips and information for going on holiday or travelling abroad”. This leaflet provides advice and handy tips for anyone who is preparing for a holiday in today’s changing travel landscape. Find out more ›

Download mobile-friendly version ›       Download printable version ›

We always recommend you travel with adequate insurance cover. All insurance policies vary so we recommend speaking to your insurance company to clarify what cover is provided for situations arising due to the spread of Coronavirus.