- Staying Safe On Holiday
We understand that a holiday is one of the highlights of any year but that given the current circumstances you may be uncertain about booking one.
At Mercury Holidays the well-being of our customers is our top priority, we also recognize the need to be flexible. We’ve put the following measures in place for your peace of mind so that you can book with total confidence.
We have waived our amendment fees so that you have the flexibility to amend your holiday with ease up to 14 days before departure. (Supplier amendment fees may still apply).
If the FCDO advice prevents your holiday from taking place you will receive a full cash refund within 14 days.
Some destinations require that you provide a recent negative COVID-19 test before arrival. We have teamed up with The Travel Visa Company who will be able to arrange for a private COVID-19 test at various places in the UK. They will arrange for you to be booked into a test centre convenient for you and also in respect of Cyprus to complete and upload the test result onto the Cyprus Flight Pass in advance of travel.
We are offering the arrangement service free of charge.
As additional peace of mind we guarantee that you will get your COVID test back within the stated time period. If you don’t, not only will you be refunded the price of the test but in addition we will refund you the cost of your holiday in full should you be unable to travel.
You can contact the Travel Visa Company by either visiting https://thetravelvisacompany.co.uk/mercury-holidays/?sup=MRC or by telephoning 01270 904907 and quoting Mercury Holidays.
Book with confidence knowing that your money is protected. Our ABTA and ATOL membership ensures that your holiday is fully protected. Click here to read more: https://www.mercuryholidays.co.uk/info/abta-and-atol
We’ve teamed up with Rock Insurance who are able to provide COVID enhanced travel insurance giving you peace of mind. If you need travel insurance and would like a quote for a policy that includes COVID-19 cover, please visit https://www.insurefor.com/ or telephone on 01293 855841 and get 5% off using the discount code MERC5.
We are working to ensure all local health and safety protocols are adhered to in all our destinations. Please see the Staying Safe On Holiday section below for more information.
Please read the information below so that you are aware of likely measures implemented to ensure your safety and enjoyment.
Please remember that information is subject to change and that for the most up to date information about UK restrictions imposed on international travel, including return conditions and the entry conditions imposed by a particular country, we would recommend that you visit the Foreign, Commonwealth and Development Office’s (FCDO) travel advice at https://www.gov.uk/foreign-travel-advice
Anyone returning to the UK must provide evidence of a negative COVID 19 test taken up to 3 days prior to departure and complete a Passenger Locator Form prior to arrival. In addition, when you enter the UK you must quarantine and take addition COVID 19 tests.
Travellers returning from ‘Red List’ countries are subject to additional restrictions, details of which can be found here: https://www.gov.uk/guidance/transport-measures-to-protect-the-uk-from-variant-strains-of-covid-19
On 22 February the Government has announced a roadmap for the removal of COVID 19 restrictions. As part of this roadmap international travel will not be permitted until 17 May at the earliest. If you have a holiday departing before 17 May the restrictions mean that unfortunately your holiday will be unable to continue as planned. Our Customer Experience team will be in contact with you in departure date priority to discuss your options which include cancellation and receiving a full refund.
For holidays due to depart from 17 May it may be possible that you holiday can continue as planned and normal terms and conditions apply.
For all customers currently in resort, you can continue to enjoy your holiday and should return to the UK as planned. Please check with your airline to ensure that your flight is operating as normal. You should observe FCDO guidance upon your return to the UK.
Please note that the government has introduce a requirement to complete a passenger locator form prior to returning to the UK. Details and a link to the form can be found here https://www.gov.uk/provide-journey-contact-details-before-travel-uk
We have teamed up with The Travel Visa Company who provide a service whereby you can complete your Passenger Locator Form for return to the UK in advance, they will submit it on your behalf within 48 hours of your return. You can contact the Travel Visa Company by either visiting https://thetravelvisacompany.co.uk/mercury-holidays/?sup=MRC or by telephoning 01270 904907 and quoting Mercury Holidays.
As part of the entry conditions for some countries you will be required to provide a negative COVID-19 test result upon your arrival. Please visit the FCDO travel advice page for country specific requirements.
We have teamed up with The Travel Visa Company who will be able to arrange for a private COVID-19 test at various places in the UK. You can contact the Travel Visa Company by either visiting https://thetravelvisacompany.co.uk/mercury-holidays/?sup=MRC or by telephoning 01270 904907 and quoting Mercury Holidays. Please read our COVID-19 Guarantee above for further details.
New protocols have been introduced at all airports to keep you safe. These include:
All airlines have introduced measures to keep you safe these include increased cleaning operations and the wearing of masks. Please refer to the airline website for more information.
Our representatives in resort will meet you on arrival and will be able to advise on what measures are being taken to keep you safe on the transfer to your hotel which may include the wearing of face masks. Some transfers may be subject to additional stops and extended wait times and therefore be longer than usual as a consequence.
All hotels have implemented measures to maximum cleanliness and safety. These vary from country to country but all have been developed in accordance with local government advice.
The extra measures may include increased frequency of cleaning operations, the provision of hygiene stations, the wearing of face masks and limitations on access to some facilities. It is likely that bars and restaurants will be operating at reduced capacity to ensure appropriate social distancing, this will vary depending upon whether the seating is internal or external.
Relaxing next to the pool or on the beach will also be subject to new protocols with increased cleaning operations or limitations on the number of people in a particular area to maintain social distancing. The great news is that you should all have more space to enjoy yourself in the sun.
Please look out for local guidance on what restrictions and measures are in place in resort, our representatives as well as the hotel staff will be able to advise further. We would generally recommend that you should maintain social distancing, carry a protective mask and frequently wash your hands.
Frequently Asked Questions
We are sure that you have heard a significant amount about businesses failing to meet their obligations under the Package Travel Regulations to issue refunds to customers.
Our customers are our absolute priority and even though in many cases we are yet to recover all amounts owed to us from suppliers we can confirm that in the event of a cancellation due to COVID-19 restrictions that we will be issuing customers with a full refund within 14 days. There is no need to contact us in respect of your refund this will happen automatically, our teams will be working through bookings in departure date order and the refund will be processed by the same payment method used to secure your original booking.
As a thank you for your patience we would like to offer customers whose bookings have unfortunately been cancelled due to covid-19 an incentive to book a new holiday. If you make a booking before 17 May 2021 for a holiday departing up to 31 December 2022 and the cost of the new holiday is more than the cost of the booking we have had to cancel then you will receive a discount of up to £50 per person of any extra costs for package holidays or river cruises and up to £100 per person of any extra costs for escorted tours.
Yes. We are waiving our amendment charges on all holidays, tours and cruises; you will just need to either pay the additional cost (including any supplier amendment fees) or receive a refund in respect of any price difference. If you would like to amend your holiday departure date please email firstname.lastname@example.org, with the word amend and your booking reference in the subject line and details of your preferred departure dates in the email; a member of our customer services team will then contact you directly. Alternatively, you can telephone us, although please be advised we are experiencing longer delays than usual due to the high volume of calls we are currently receiving.
Whilst we appreciate your concern regarding your forthcoming holiday, please note that our phone lines are extremely busy. You can rest assured that if your booking has been affected and you are travelling in the next 5 days, we will contact you in due course. We thank you for your patience during this time. If you would like to amend your holiday please see the advice above.
If your departure date falls outside of the cancellation date stated above your holiday is still expected to continue as planned. We understand that given the current situation you might be reluctant to make additional payments to us for a future holiday. However, it is important that you continue to make payments as they become due since cancellation charges will apply should you not wish to take the holiday, or we cancel the holiday due to non-payment. Please refer to our terms and conditions.
Please rest assured that all of our package holidays and escorted tours are ATOL protected so you can pay your balance with peace of mind. Should your holiday be cancelled by us you will be entitled to a full refund or alternatively you would be able to amend your holiday to a different date, paying any additional cost if your new holiday is more expensive or we’ll refund you the difference if it costs less.
To make a payment please access Manage My Booking > https://mybooking.mercuryholidays.co.uk, alternatively you can contact us on telephone number 01732 775 004, however please note that our lines are extremely busy so you may need to wait longer than usual.
If you have any questions please email email@example.com and put the word Payment in the subject line.
Some destinations and countries have recently imposed visa and immigration restrictions on incoming visitors. If this prevents you from undertaking your holiday, then we will recommend that you contact your travel insurance company directly. In this eventuality you will need to cancel your booking with us so that you can make a claim on your travel insurance policy.
Many countries are conducting health screening at airports and land borders. If you are showing signs of respiratory infection you may be denied entry. Restrictions may also apply if you have recently visited a country deemed to be at high risk of coronavirus. We advise that you check the entry requirements for the country that you are visiting to check whether there are any restrictions in place.
You will find the latest information here on our website. As the Coronavirus situation is evolving, we recommend you check this regularly. You can also keep up to date with the latest travel advice from the FCO here > https://www.gov.uk/foreign-travel-advice
The COVID-19 situation is dynamic and fast moving. The health and safety of our customers is our absolute priority and we are continuously monitoring the situation. We would like to thank you for your understanding and patience during this unprecedented time.