UPDATE ON COVID-19

Update 28/09/2020

The effects of the COVID-19 Pandemic has changed our world dramatically. One thing that has not changed is the wellbeing and safety of our customers and team remains our top priority.   

We continue to follow Government of Canada advice regards holiday departures.   

Holidays departing BEFORE 31st October 2020

We have suspended ALL holidays departing on or before 31st October 2020.
If your holiday has been impacted by this decision, you will either receive an e-mail communication advising you and guiding you through the next steps or a member of our team will be in contact with you. We are working through the impacted holidays in order of departure date.

Please make sure that you check your “junk mail” as sometimes e-mails can be automatically directed.

Holidays departing ON OR AFTER 1st November 2020

If your holiday is on or after 1st November 2020 please continue to check our website for updates. Whilst we will endeavour to resume operations as early as possible, and remain optimistic, each decision will be on a case by case basis, the well-being of our customers and staff is always our top priority. Given the fluidity of the changing situation our policy will be to advise customers a minimum of five weeks before departure whether a trip will be able to operate or not.

Please note that we are dealing with an extraordinarily high number of calls from customers currently, our team are working tirelessly to ensure all updates are updated quickly and accurately and we have diverted our resources to addressing communications to customers in departure date order. We appreciate that you may be desperate to discuss your holiday plans for November/December however if you have not heard from us that means your holiday is still going ahead. This may change in due course and if it does we will be in touch with you.

100% Protection  

Your money is completely safe, all Just You holidays are financially protected. As a business we are quite unique in that all customer money is held in an independent Trust Fund controlled and governed by Independent trustees. This means it is 100% protected no matter what, we only receive the money from your holiday once you have returned from holiday. 

We hope that the below frequently asked questions may assist you. 

Q: My holiday is suspended, what happens now?

 

You will automatically receive a Refund Credit Note (RCN) to the full value of any monies you have paid us for your holiday. This RCN is fully financially protected by our independent Trust Fund as per the above. Your RCN allows you the flexibility to re-book your holiday for a later date.    

Q: Will Just You contact me?

Our teams are working exceptionally hard to speak to as many customers affected by the impact of COVID-19. If you are due to depart before 31st August you should already have received an e-mail or call from us, alternatively if you are waiting to hear from us on another matter we will be in touch as soon as we can.

Q: The final balance is due for my upcoming holiday, what do I need to do?

Due to these uncertain times we have purposely delayed the collection of final payments for upcoming holidays. Rest assured that Just You will contact you via email or phone when you need to pay your final balance.  If you do not hear from Just You please do not pay your final balance at this time. 

Q: Is my 2020 holiday likely to go ahead?

Whilst it is exciting and positive to see many boarders reopening, there remains many restrictions both in destination and through Government of Canada advice. Whilst we will endeavour to resume operations as early as possible, and remain optimistic, each decision will be on a case by case basis, the well-being of our customers and staff is always our top priority. Given the fluidity of the changing situation our policy will be to advise customers a minimum of five weeks before departure whether a trip will be able to operate or not. All decisions will be taken on Government of Canada advice, feedback and intelligence from our teams and suppliers on the ground to ensure the viability of being able to deliver the great experiences our customers know and expect. Please do not call us in advance of this time as our team will be unable to give you any additional information.

Q: Can I cancel my upcoming holiday?

If you decide to cancel your upcoming holiday and the Government of Canada has not advised against travel to your destination, then our standard booking and cancellation conditions will apply.  

 

If we have been forced to cancel  your holiday due to the effect of the COVID-19 Pandemic, you will either receive an e-mail communication advising you and guiding you through the next steps or a member of our team will be in contact with you. Please make sure that you check your junk mail as sometimes e-mails can be automatically directed. We are working through the impacted holidaysin order of departure date. 

Q: What is Just You doing to keep me safe when I can once again go on holiday?

The wellbeing and safety of our customers and staff continues to be our top priority. We are working closely with our trusted partners in destination to ensure that all Health and Safety protocols are adhered to, ready for when we can return and will of course be following the advice provided to us by the relevant authorities to make sure that every aspect of you holiday is compliant in terms of health and safety laws for the destination that you are travelling to.  

Previous COVID-19 Updates

21/05/2020

Due to the ongoing COVID-19 global pandemic, we have made the difficult but necessary decision to review our holiday departures based latest Government of Canada advice, unfortunately this has led to the suspension of a number of our tours.

If your tour has been impacted a member of our team will be in contact with you. We are working through the impacted tours in order of departure date. 

Based on the latest travel advice all tours departing on or before 30th June 2020 have been suspended.

If your travel plans are beyond the 30th June 2020, please continue to check our website for updates.

Please note that we are dealing with an extraordinarily high number of calls from customers currently so we have diverted our resources to addressing communications to customers in departure date order.

Your money is completely safe. Any money paid to Just You is held in Trust until you return from your holiday. The Trust is governed by an independent third party – 100% protected no matter what.

The health, safety and security of our customers and staff continues to be our top priority.

We thank you for your patience and understanding while we work through this matter rest assured one of the team will be in contact with you soon.

If your tour has been suspended the below frequently asked questions may assist you.

Q: Why am I getting a Refund Credit Note?

The impact of COVID-19 is being felt everywhere. We are sorry that you have either decided to cancel your holiday or we have had to cancel your holiday due to the Government of Canada, and/or local partners guidance.

We know how important your holidays and we are sure that you have seen, the impact to the travel industry has been immense, so your support in transferring your holiday to a future date is hugely appreciated, your Refund Credit Note allows you to do this.

Your money is completely safe. Any money paid to Just You is held in Trust until you return from your holiday. The Trust is governed by an independent third party – 100% protected no matter what.

The Refund Credit Note can be used against a future booking with Just You. Your voucher must be redeemed by 31 July 2020 for travel by 31 July 2021 and if you have not redeemed it by this date we will be in contact with you.

Q: Why is there a delay in Just You contacting me?

We know that you have been waiting to hear from us and we apologise for the delay. Our teams have been working exceptionally hard to speak to as many customers affected by the impact of COVID-19. In accordance with Government Regulations our teams are now working from home and we are trying hard minimise the impact on the services we provide.

15/05/2020

Due to the ongoing COVID-19 global pandemic, we have made the difficult but necessary decision to review our holiday departures based latest Government of Canada advice, unfortunately this has led to the suspension of a number of our tours.

If your tour has been impacted a member of our team will be in contact with you. We are working through the impacted tours in order of departure date. 

Based on the latest travel advice all tours departing on or before 7th June 2020 have been suspended.

If your travel plans are beyond the 7th June 2020, please continue to check our website for updates.

Please note that we are dealing with an extraordinarily high number of calls from customers currently so we have diverted our resources to addressing communications to customers in departure date order.

Your money is completely safe. Any money paid to Just You is held in Trust until you return from your holiday. The Trust is governed by an independent third party – 100% protected no matter what.

The health, safety and security of our customers and staff continues to be our top priority.

We thank you for your patience and understanding while we work through this matter rest assured one of the team will be in contact with you soon.

If your tour has been suspended the below frequently asked questions may assist you.

Q: Why am I getting a Refund Credit Note?

The impact of COVID-19 is being felt everywhere. We are sorry that you have either decided to cancel your holiday or we have had to cancel your holiday due to the Government of Canada, and/or local partners guidance.

We know how important your holidays and we are sure that you have seen, the impact to the travel industry has been immense, so your support in transferring your holiday to a future date is hugely appreciated, your Refund Credit Note allows you to do this.

Your money is completely safe. Any money paid to Just You is held in Trust until you return from your holiday. The Trust is governed by an independent third party – 100% protected no matter what.

The Refund Credit Note can be used against a future booking with Just You. Your voucher must be redeemed by 31 July 2020 for travel by 31 July 2021 and if you have not redeemed it by this date we will be in contact with you.

Q: Why is there a delay in Just You contacting me?

We know that you have been waiting to hear from us and we apologise for the delay. Our teams have been working exceptionally hard to speak to as many customers affected by the impact of COVID-19. In accordance with Government Regulations our teams are now working from home and we are trying hard minimise the impact on the services we provide.

11/04/2020

Due to the evolving COVID-19 global pandemic, we have made the difficult but necessary decision to suspend all tours departing between 16th March, 2020 and 30th April, 2020.

Many Governments around the world have been issuing travel advisories recommending against travel to countries affected by the COVID-19 outbreak. Some countries have also introduced entry restrictions, including but not limited to; denial of entry, enhanced medical screening, and quarantine for anyone who has recently travelled through countries that have been affected by COVID-19. The safety and security of our passengers and staff is our top priority, and this is a precautionary measure to protect our travel community at this time. 

We are currently in the process of contacting any customers who have been impacted by the latest travel advice.

Given this is an evolving situation if you have travel plans beyond 1st May, 2020 please check our website regularly for updates.

We are dealing with an extraordinarily high number of calls from customers currently. As the health and safety of our travellers is our top priority, we have diverted our resources to addressing communications from passengers currently away or about to depart.

We thank you for your patience and understanding while we work through this matter.

15/03/2020

Following the COVID-19 Coronavirus outbreak and the current Government of Canada travel advisory we understand that our customers are concerned about their upcoming vacation.

We are currently in the process of contacting any customers who have been impacted by the latest travel advice.

At this time if you have not been contacted by Just You then your vacation currently remains unaffected. We will continue to monitor the situation and take guidance from the Government of Canada. If the advice changes, we will contact all impacted customers as soon as possible.

The wellbeing and enjoyment of our customers is of the utmost importance. We thank you for your patience and understanding while we work through this matter.

10/03/2020

Following the COVID-19 Coronavirus outbreak in the Hubei Province and the current Government of Canada travel advisory we understand that our customers are concerned about travelling to China and Italy at this time.

We have therefore decided to cancel all tours to China departing before May 31st, 2020.

On 9th March 2020, the Government of Canada updated its advice regarding travel to Italy. We will be cancelling all tours to Italy departing on or before April 2nd, 2020.

We are currently in the process of contacting any customers who have been impacted by the latest Government of Canada advice.

At this time holidays to all destinations, other than the specified China and Italy holidays, remain unaffected. We will continue to monitor the situation and take guidance from official channels. If our position changes, we will contact all impacted customers as soon as possible.

The wellbeing and enjoyment of our customers is of the utmost importance. We thank you for your patience and understanding while we work through this matter.

05/03/2020

Following the Government of Canada travel advisory regarding COVID-19 (coronavirus), Just You has cancelled its tours to affected regions in Northern Italy departing before 30th June 2020.

We are currently in the process of contacting all impacted customers. If you are affected, we will be in touch to discuss and assist you with your vacation plans.

At this time, vacations to all destinations, other than the specified Italy vacations and vacations to China, remain unaffected.

We will continue to monitor the situation and take guidance from official channels. If our position changes, we will contact all impacted customers as soon as possible.

The wellbeing and enjoyment of our customers is of the utmost importance.

Click here to read the latest advisory: https://travel.gc.ca/travelling/health-safety/travel-health-notices/215