These are very trying times for us all and we are grateful for the many kind messages of support to us all here at Kraken Travel. As we try to adapt to this ever-changing landscape, please allow us extra time to respond to your questions. To help ease the load on our team, we’ve compiled a FAQ relating to COVID-19.

However, if you’re still unsure, please do not hesitate to contact us and we’ll do the best we can to help.

Team Kraken

Is my adventure still going ahead?

Unless you have heard otherwise from us, your adventure is still due to depart. Both we and our operators are monitoring the Coronavirus situation closely and are taking sound travel advice from both UK Foreign & Commonwealth Office (FCO) and World Health Organisation (WHO).

My trip has been cancelled by Kraken. What now?

You will receive an email detailing the next steps and what your options are. If the trip was cancelled by ourselves or the operator, you’ll be offered the following a) transfer your booking to another departure free of charge b) receive a Kraken Travel voucher to the full value of monies, or c) a full cash refund.

Can I postpone my trip?

As a result of the travel restrictions and the difficulties our customers are having in travelling around the world due to COVID-19 restrictions, we have adjusted our booking policies and introduced increased flexibility. The health and safety of our customers, staff and operators are a priority at Kraken Travel.

We are focused on assisting customers immediately affected and our team is on hand to help. Please be aware that our phone lines are very busy and your patience is appreciated.

For new by the berth bookings made from 20 March 2020

If you are unable to travel due to COVID-19 restrictions, you will be offered a travel voucher to be used with the same operator. You will need to pay the difference if the booking is more expensive and there will not be a refund if the booking is less expensive.

I no longer want to travel, can I cancel and get a refund?

If the FCO does not advise against travel, and you have not been told otherwise, your trip is going ahead as planned and the cancellation policy found on your booking will apply.

What happens if the FCO advises against travel to my destination?

The Association of British Insurers have issued a statement which is pretty categorical in saying, if your policy has cancellation or travel disruption cover, then you will be able to make a claim for your holiday not going ahead (due to the recent change in FCO Advice, against all global travel). You can read the brief statement here.

What happens if my flights are cancelled but the trip is still going ahead?

First of all, you should contact the airline to confirm the options available to you, including alternative flights and/or refunds.
We understand how frustrating this can be, so feel free to contact our team and we will help you look at alternative flight options too.
Should you not be able to get there to join the trip you have booked, the cancellation policy found on your booking will apply.
You should also contact your airline and your insurance company to confirm the compensation options available.

What happens if I am denied entry to my destination?

We would encourage all travellers to check the travel restrictions in place for your destination, as some have specific restrictions depending on your place of origin or recent travels. The International Air Travel Association has a useful country by country guide.
Should you not be able to get there to join the trip you have booked, the cancellation policy found on your booking will apply.
You should also contact your insurance company to confirm the compensation options available.

Do I have to pay my balance or can I wait and see what happens?

Unless we have informed you that your trip is not going ahead please follow the payment instructions on your booking to pay by the deadline for your booking as normal. If you wish to cancel or postpone your trip, the cancellation policy shown on your booking will apply.

What happens if FCO advice updates and advises against travel while I am in a destination?

Official advice from the FCO in this scenario is: if you are able to leave, you should do so. We will work with your professional crew to facilitate this as soon as possible and keep you and your emergency contacts informed of the situation. You should also contact your travel insurance provider to confirm your options.

Should I buy travel insurance?

We recommend that comprehensive and sailing specialist travel insurance is taken out as soon as you book your adventure with us. Most of our team personally use Topsail Insurance, but there are other options available.

We are here to help you.

If you have any further questions about the status of your booking and how Coronavirus may affect this, please contact the Kraken team.

Please note, the advice on this article is for guidance only. It may change at any time and may not apply in some circumstances.