Business as usual at Rosetta travel
Note to all our customers. Updated  5th July 2020

Our office has now reopened. In order that we can keep social distancing as much as possible, we encourage enquiries py phone and emails when possible. You are welcome to call into our office when essential.  
Many refunds have already come thru, many are still outstanding mainly from the big name airlines who continue to make slow progress. We continue to put pressure on the operators to refund as soon as possible. This is still taking time and your patience is appreciated.  
 
Here are our email addresess. 

Trevor@rosettatravel.com                                 Hilary@rosettatravel.com
Emma@rosettatravel.com                                  Janice@rosettatravel.com
Judith@rosettatravel.com                                   sales @rosettatravel.com 

I would ask you read some of the FAQ's below, where you will find regular updates, and other helpful information. 
You may find the answer to your question. 

NON URGENT ENQUIRIES CAN BE DONE VIA EMAIL

Examples such as: Admin, documentation, refunds, credit notes, balance payments, what are my options, can i cancel, can i change, I cant travel, what do I do etc . 
We will respond either by email or phone. On your documentation you will have the member of staffs name who you booked with. Please use that contact email. All enquiries will be replied to during business hours and usually within a few hours. 


Thank you for your understanding.   Trevor Ardies, Proprietor, Rosetta Travel 

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Due to the unprecedented circumstances the world finds itself in, working in travel is in extremely challenging times.

Here are a few tips and FAQ's that may save you a phone call to our already busy office.

1. If your holiday has been cancelled, and we are awaiting a credit note or refund, please note, the Tour operators and airlines are processing these as soon as possible. When we receive it, we will be in contact with you. We are told this may take a few weeks. Rest assured, when we receive it, it will be processed very quickly by me. Some operators are understaffed to handle to the sheer volume, and they have asked for patience for obvious reasons. 

2. If your holiday is departing in the next 2 months, you probably have paid your balance. Until your holiday is cancelled, we cannot get your money or credit back. We have to assume your holiday is going ahead UNTIL it is cancelled by the tour operator and in those circumstances, your money will be refunded or a credit issued. If you decide to cancel now, in advance of the tour operator declaring it cancelled, then normal tour operators booking conditions apply and you wil lose a high percentage of what you have paid. Depending on tour operators rules, you may be able to change to a later date, sometimes at no charge and possible price differential. Credits are being issued by many operators with CAA & Govt approval, and we are being told more details and guidelines are to be issued in the coming days. 

3. If your balance is due shortly, and you are not sure what your options are... You can either pay and assume it will be operating. If it is cancelled closer to the time, you will either get your money or a credit note back. If you wish to delay payment, that isnt an option (at present) the tour operator will take the money from our account, so if you dont pay us, then your holiday will cancel due to non payment, and you will lose your deposit. If you ignore our reminders or not take our calls, the booking will lapse without any further notice. By paying your balance, you may have to accept that what you get back will not be a refund but in the form of a credit for the tour operator/supplier for future travel. We are told this will be protected under the ATOL guarantee should a supplier fail.  (New legislation is being discussed at Govt level and this may become clearer in the coming days/weeks)  So you have to assess what suits you best. 

See national press on what the travel trade is facing .     See ABTA Guidance for consumers 

4. If you have a future booking, and you dont wish to travel, then that is your decision. You lose your deposit or more depending on how far in advance it is , as per the tour operators conditions. Whether your decision is based on Corona, your own health, or other fears, that is your decision.  We cannot get the tour operator to change their terms. You will lose your money.. thats not negotiable. You could phone your travel insurance, depending on the quality of the policy, they may accept a claim. You have another option:

5. If you have a future booking, you should consider amending your existing booking to a later date. Winter 2020/21 and Summer 2021 is on sale for some suppliers. You can discuss your new plans with us who are here to help. Some suppliers have reduced amendment fees, so we may be able to postpone your trip rather than cancel. Bear in mind we have to prioritise those passengers with immediate needs, and the non urgent queries will be dealt with as we can.

6. We are currently under a lot of pressure, as you will be too. Please Please, do not take this out on our already stretched staff. We do not have crystal ball, we cannot overide tour operators rules, we cannot put flights on that arent there, we cannot get money back if the tour operator says no. If the tour operator will issue you with a credit instead of a refund, then we cannot overide that. We cannot change the quarantine regulations of foreign countries. We cannot get a refund back quickly as the tour operators are swamped with similar requests, they may have to wait for the airline to refund them and that may take weeks or months. No-one has all the answers, but we are trying to get most of them. 

Please email any of our staff at the above email addresses and we will come back to you as soon as we can. 

All the packages we sell are ATOL protected. Full details of the protection is on your atol certificate, or visit the CAA website. the ABTA website also has some helpful tips  https://www.abta.com/news/coronavirus-outbreak

Thank you for your patience. 

Updated 5/7/20 Trevor Ardies, Proprietor. Rosetta Travel  

Rosetta Travel,  62 Knockbreda Road,  Belfast  BT6 0JB         Reservations  Telephone  028 90644996
Our office is open from 0930-1730  (Mon- Fri.)   Saturdays 1000-1230
For the latest travel advice from the Foreign & Commonwealth Office click here

 © Rosetta Travel. All offers subject to availability. We act as agents for ATOL protected operators. All UK originating air packages are booked with ATOL protected operators and are subject to the tour operators terms and conditions.  For your financial protection, we are ABTA bonded (license No 52626)