We pass our condolences to anybody in this position and assure you that we are here to assist.
If you are the lead passenger and are advising us of the passing of a member of your travelling party, simply let us know by submitting our Customer Contact Form in My Booking and we will liaise with the holiday operator as appropriate. We will need to know whether it is your intention to continue with the holiday, whether you want us to cancel the trip entirely or if other members of the party no longer wish to travel.
We do remind you that the cancellation terms as set out in your contract do apply in all circumstances. Any waiving of cancellation charges is entirely at the discretion of the holiday operator and done so on a goodwill basis. We, therefore, remind our customers to purchase travel insurance to protect themselves against the costs associated with cancelling their holiday for circumstances that are unforeseen.
If it is the case that the lead passenger passes away (or is incapacitated), we can only cancel the holiday on proof of their death (i.e. upon sight of their death certificate) or medical documents confirming their incapacitation. Again, cancellation terms apply. If any refund is due, we can only make a payment back to the original method of payment. If that is no longer possible, we may have to make a number of necessary checks to make payment to a different account.