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Refund Credit Notes FAQ

At present our normal response time from our Customer Services Team is delayed due to the current situation and we hope therefore that should you have a question relating to the Refund Credit Note (RCN) scheme, our comprehensive Q&As might have the answer that you are looking for.

Q: How does the Refund Credit Note scheme work?

A: A Refund Credit Note entitles you to rebook a holiday at a future date or receive a cash refund at the expiry date of the note. It also retains the financial protection that you had with your original booking. The Refund Credit Note must include the original booking details and booking reference including the ATOL certificate.

Q: Can the Refund Credit Note be used for another family member if necessary?

A: The original passengers have to be on the new booking, however if there are extenuating circumstances where this is not possible, please contact customerservices@fleetway.com

Q: Can the Refund Credit Note be used towards excursions or a future confirmed holiday that has been booked withFleetway?

A: No. The Refund Credit Note cannot be used towards an existing booking in part or full.

Q: Does the Refund Credit Note cover the full cost of the original holiday?

A: The Refund Credit Note is for the original amount paid.

Q: What happens if the lead passenger on the original booking is unable to travel due to personal reasons?

A: The original passengers have to be on the new booking however if there are extenuating circumstances where this is not possible, please contact customerservices@fleetway.com

Q: If the new holiday is cheaper, is a refund due back?

A: If the cost of your new booking is less than the value of your Refund Credit Note, a new Refund Credit Note will be issued for the remaining balance.

Q: If I rebook a holiday to a different date (for example a change of month/season to that originally booked) will it incur extras costs and fees?

A: Fleetway will not charge any fees to process your holiday rebooking. A holiday rebooking will be subject to availability and extra charges may apply. Fleetway will endeavour to minimise any extra costs levied by our suppliers.

Q: If I accept the Refund Credit Note and Fleetway cease trading where do I stand?

A: The Refund Credit Note offers full financial protection through our regulatory bodies.

Q: Will a future holiday still be protected?

A: Yes. All new holidays are fully ATOL protected.

Q: If I accept a Refund Credit Note, will I lose my right to a cash refund?

A: No. A Refund Credit Note preserves your right to a cash refund which can be redeemed at the expiry date of the Refund Credit Note.

Q: Is a holiday voucher the same as a Refund Credit Note?

A: No. A holiday voucher is different to a Refund Credit Note. Holiday vouchers, gift vouchers and other discount vouchers are not protected by the schemes of financial protection.

If you have any further questions, please do not hesitate to contact us at customerservices@fleetway.com and we will do our best to assist you.

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