Why is it taking to so long to respond to my overseas query?
At the moment we have insufficient staffing to operate an inbound process, but our team are working as quickly as they can and will be responding via email. We are also allocating additional staffing resource, so we are able to get travel arrangements resolved as quickly as possible.
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I would like to book a ferry / Eurotunnel crossing and travel with my pet – how do I do this?
If you would like to book future travel with a pet, please fill in the form here. Your details will be sent to a dedicated inbox, and a member of our team will then contact you to discuss your travel arrangements.
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Will my Intana Insurance cover me for medical expenses if I get the virus while abroad?
Yes, for existing policies purchased before 23:59 on 17 March 2020, as with any medical issue our policy will cover you, although the normal terms and exclusions apply. However, if you purchased a policy after 23:59 on 17 March 2020 (new, extension or renewal), Intana have had to withdraw the majority of cover from policies for any claims arising from, or related to Coronavirus (COVID-19 or any strain thereof), with the exception of Medical Emergency & Repatriation for trips dates starting on the 1st June 2020 or after.
See our Intana Insurance FAQs >>
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I have a ferry / Eurotunnel voucher that I want to use for future travel?
Customers who have received a voucher or credit for an unfulfilled crossing are able to register their request to rebook via this online form.
Please provide as much information as possible to allow our small team of advisors to check availability ahead of calling you to process the booking.
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Why have you cancelled my European campsite booking?
We apologise for the inconvenience this causes, but at this current time the Club does not have sufficient staffing resources to supports members travelling and staying in mainland Europe.
However, you will still find our European campsite partners listed on our website and you are able to book with them direct.
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My balance is due to be collected by autobalance – what shall I do?
The Club is not collecting holiday balance payments and has suspended auto balances for holidays travelling abroad until further notice.
We have taken the difficult decision to cancel our escorted tours, European campsite bookings and our summer and winter rally programmes for 2020/21 and will be in touch regarding refunds for any payments already made.
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I’m expecting a Brittany Ferries voucher – how long will it take?
Due to the high volumes of ferry bookings affected by travel restrictions, Brittany Ferries are processing vouchers as fast as they can. Please be patient while the teams at both Brittany Ferries and the Club work together to get your voucher details sent to you; this may be several weeks after your original travel date, due to the volumes of passengers affected.
Please also note that it is possible you will receive your outward travel voucher first and your return travel voucher later, particularly if your return travel was booked more than two weeks after your outward travel date.
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What do I do if I have an existing European campsite booked later this year?
Unfortunately, the Club has taken the very difficult decision to cancel all individual campsite bookings for 2020 in line with recent guidance surrounding COVID-19. All members that have currently booked and paid either a deposit or full balance will be refunded the amount paid to date. If you have a cancelled campsite booking, you will be able to rebook direct with the campsite at the same rate.
We apologise for the inconvenience this causes, but at this current time the Club does not have sufficient staffing resources to supports members travelling and staying in mainland Europe.
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My Escorted Tour has been cancelled – why is this?
In order to protect the wellbeing of our members, we have taken the difficult decision not to operate any tours for the remainder of the year. Talking to our partners on the ground we do not believe we would be able to deliver our tours to the standard you have come to expect and enjoy.
As soon as we are able to plan for and operate these safely and in line with Club expectations, we will update our members.
If you are enquiring for a 2021 booking, we are unable to make a booking at this time due to the uncertainty but will update members through our website, emails and the Club Magazine when these products go back on sale.
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What is happening with summer and winter rallies?
Our programme of 2020/21 rallies are no longer going ahead. As restrictions change it may be that travel to more of Europe does become possible, but our rallies offer so much more. As a Club, we want to provide you with the best possible activities and experiences. We feel we would be unable to deliver our rallies to the standard we have built over the years that you have come to expect and enjoy.
As soon as we are able to plan for and operate these safely and in line with Club expectations, we will update members through the usual channels of email, web and magazine.
If you are enquiring for a 2021 booking, we are unable to make a booking at this time due to the uncertainty but will update members through our website, emails and the Club Magazine when these products go back on sale.
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What happens if I experience symptoms of coronavirus whilst on the campsite?
If you experience any symptoms of coronavirus during your stay, (including a new, continuous cough, high temperature, or loss, or change in your normal sense of taste and smell) please leave the campsite and return home as soon as you practically can, ensuring you don’t come in to contact with others. Leave a message on the site telephone so they are aware of your early departure.
Once you have arrived home, you should contact the NHS to arrange a test and continue to follow government guidance on self-isolation and social distancing.
Please note, for public health and safety, your contact information may be shared with NHS Test and Trace if this situation arises.
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What do I do if I have an existing ferry or Eurotunnel booking for later this year?
Should you have an existing ferry or Eurotunnel booking, a member of the team will be in touch shortly to discuss the options available to you. Please note we are contacting members in travel date order.
As many operators are beginning to resume services, should you choose to cancel and your crossing is still due to sail, the operator’s normal terms and conditions will apply.
Your crossing can be moved as per the terms of the operator, however if there is an outstanding balance, it will need to be paid upon speaking to a member of our team and amending the dates.
Should you still wish to continue with your booked crossing and the balance has already been paid the relevant documentation can be sent to you. If you are yet to pay the full balance this will need to be taken upon speaking with a member of our team. Please note, whilst ferry schedules are still planned to operate, they may be subject to further cancellations.
Our Service Centre is currently closed so any future queries regarding your crossing would need to be made via email. Unfortunately, due to reduced staffing working remotely there may be a delay in coming back to you on queries so please do allow for this.
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