1
TUI Coronavirus Update – 08.04.20
As a company, we cannot believe that in a matter of weeks we have gone from taking our customers on holiday all around the world to repatriating over 45,000 people back to the UK. As a business, we love sending our customers on holiday to make amazing memories with friends, family and loved ones, and we’re all adjusting to the fact that that isn’t possible at the moment.
The health, safety and security of our customers is always our number one priority, and we therefore won’t take them on holiday again until it is appropriate to do so. We have made the difficult decision to cancel all TUI and First Choice holidays up to and including the 14 May 2020, Marella Cruises sailings up to and including 31 May 2020 and TUI River Cruises will have its first sailing on 26 November 2020. We will continuously review all holidays due to travel after these dates.
In the last three weeks, over 100,000 customers have contacted us on social media alone. We’ve set up a new virtual contact centre, and our colleagues are adapting to working from home. We’re still overwhelmed with the volume of customers contacting us, and we promise we’re doing our best to help everyone.
2
Coronavirus (COVID-19) Statement
Please be reassured our primary concern is the safety of our customers and colleagues and we are doing everything we can to ensure your travel safety.
Proactive measures are in place and these include: enhanced monitoring of flights from affected locations and early liaison with airlines; additional awareness signage in the terminal; the provision of hand sanitiser dispenser locations across the airport and enhanced cleaning procedures.
We continue to work closely and follow the guidance received from the relevant agencies including Public Health England, and the Government to ensure that we provide the latest and most accurate information on the evolving situation.
Thank you for your ongoing support and whether you are travelling now or in the future our team is here to assist you and we look forward to welcoming you on your future travels.
3
Coronavirus (COVID-19) – Car Park Bookings
With increasing news coverage around the spread of Coronavirus (COVID-19), we’ve been working with our partner NCP to provide you with information around refunds and cancellations terms for existing pre booked parking.
From 13th March 2020, the following terms apply to existing bookings regardless of whether your travel has been cancelled by your airline or tour operator or as a result of you wishing to change your travel plans.
As the NCP contact centre is experiencing a high volume of calls, please avoid calling or emailing unless you are due to travel in the next 72 hours. We recommend that you follow the advice below as the NCP team are having to prioritise customers whose immediate travel plans are now impacted.
Flexible product booking
- If you’ve prebooked parking on a flexible product, you can cancel and get a refund, or amend your booking online as part of the terms of the product you’ve booked. This can be completed online up to 2 hours before your arrival date into the car park. Please visit the website you booked through and cancel or amend once you’ve logged into your booking
Non flexible product booking
- If you’ve prebooked parking on a non-flexible product and you wish to amend or cancel your booking, NCP can issue you with a promo code to the value of your booking which you can use to book parking for a future date. The promo code will be valid for 12 months from the date of issue. To request your promo code, please email NCP at [email protected] with your booking reference number and contact details and they’ll respond to you as soon as possible.
- If you’ve prebooked a lounge on a non-flexible product and you wish to amend or cancel your booking, NCP can issue you with a promo code to the full value of your booking. If you booked the lounge bundled with a non-flex parking products they will issue a promo code equal to the total value of the booking. As an example, if the current booking is £40 parking + lounge they will give a promo code of £60. When you redeem the promo code you may wish to use the full value towards parking only or a combination of parking and lounge. The promo code will be valid for 12 months from the date of issue. To request your promo code, please email NCP at [email protected] with your booking reference number and contact details and they’ll respond to you as soon as possible.
Please avoid calling or emailing to follow up on your code. The NCP team is dealing with every customer enquiry as quickly as possible but are experiencing unprecedented levels of contact at the moment which is impacting our response time. They will get back to all customers in due course and ask you to bear with and thank you for your patience and understanding at this time.
4
KLM Coronavirus Update 19.03.20
All KLM Cityhopper flights have been cancelled between 29 March and 26 April inclusive.
For the latest KLM updates and for details on how to rebook your flights click here
5
Loganair Coronavirus Update 18.03.20
Scotland’s airline Loganair today announced a further drop in the number of flights due to the increasing impact of the coronavirus.
With forward bookings continuing to fall dramatically versus their previous levels, the airline has enacted an overall reduction of over half of its flying programme for April and May. Full details of how to manage your booking are available on its website at www.loganair.co.uk.
From the end of next week, we will be implementing an emergency timetable, which will reduce our operations from around 214 to 95 scheduled flights each weekday – a cut of 55%. We expect this to be a temporary reduction and we are implementing this until the end of May but may have to extend that timescale as the situation continues to develop.
Customers booked on flights up to the end of May can change their reservation without a change fee to travel on a future date. However, if future flights are more expensive, the difference in fare will be payable. Where services are completely suspended a full refund will be applicable.
Customers are strongly being advised to manage their bookings through our website as we are experiencing exceptionally high call volumes into our call centre.
- Aberdeen-Norwich: Reduced timetable of two flights per day
- Edinburgh-Norwich: Services suspended completely until 31 May
- Jersey – Norwich Services suspended for April and May
The unprecedented impact of Covid-19 on global travel has inevitably resulted in an extreme number of enquiries to our contact centre. Loganair has always maintained the importance of having an in-house, UK-based call centre, thus our experienced but smaller team are working exceptionally hard to support our customers.
To help us help you, before calling please consider whether:
– Your enquiry is urgent – you’re travelling in the next 7 days
– You have reason to believe you have an affected booking
– You have checked your emails to see if we’ve already contacted you regarding your booking and presented options
If Loganair has not contacted you via email, your flight is currently scheduled as planned.
6
Car Park Changes
Car Park changes
The entrance to the long stay car park has changed. Please follow new directional signage to the new entrance located opposite the park and ride.
Please note that both the short and long stay car parks now operate with Automatic Number Plate Recognition (ANPR) technology to help improve the customer experience.
Pre-booked parking customers
- Customers who have pre-booked their parking through Norwich Airport, NCP or Holiday Extras will not need to collect a ticket on arrival providing their registration number was given when booking. ANPR will read their number plate on arrival and the barrier will raise automatically. The same process will apply on exit. If the system is unable to read the number plate a ticket will be issued, and the customer will need to take this to the NCP office in the terminal for validation.
Not Pre-booked?
Drivers will need to take the ticket issued at the entrance barrier and either:
- Pay contactless at the exit barrier
- or at the pay on foot machines located in the short stay car park and terminal building where card or cash payments can be made.
The Drop off/pick up zone is located within the Short Stay car park. We offer 15 minutes stay free of charge. If you will be staying any longer, please refer to our Airport Parking page for prices.You can book your parking here.
