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Last updated 27 March 14:42

Amendment and Cancellation Policy for 2020 Departures

As countries respond to the COVID-19 pandemic, including travel and border restrictions, the Foreign Commonwealth Office have advised against all but essential travel as any country or area may restrict travel without notice. 

The following revised amendment and cancellation policies apply to all bookings departing 17 March to 16 April 2020. We will continue to monitor the situation closely and extend the travel dates accordingly. For bookings departing outside these dates, our standard terms and conditions apply. 

This is an exceptionally busy and difficult time for the travel industry and for you - our customers.  We are endeavouring to do all we can to assist you and be as flexible as possible with our terms and conditions. However, due to the volume of calls and emails we are receiving our response time may be slower than usual. We ask you to a) read our policy below for guidance and b) be patient.  We will help and we will get to your calls, emails and questions. Our customer service team are all working hard to help all customers, particularly those due to travel in the coming days.

Advice for Downloading tickets from the DoSomethingDifferent.com website:

Important Note: Please do not download your customer's tickets from the [Orders Page] of DoSomethingDifferent.com if you have not already done so and are unsure whether your customers can travel.  This makes it easier for us to apply the amendment and cancellation policies below.

Please use the section links below to understand the process for Orlando major theme parks, and specific details on key attractions:

Orlando

Orlando Tickets - Major Theme Parks

If they are already in Orlando

  • If you have used any days on your tickets – tickets are non-refundable. However, we will liaise with our suppliers to try and obtain refunds for unused days.
  • This is not guaranteed and could take some time.
  • It is at the discretion of the parks. Any local or domestic announcement regarding refunds may not apply to the international length of stay tickets.

If they have received their 2020 tickets and want to amend 

  • We do not charge our agent partners any amendment fee.
  • Please encourage your customers to re-book their holiday for another departure date in 2020 or 2021.
  • Most of the major Orlando parks have automatically extended the validity of their tickets so they can keep their tickets/booking live until they are in a position to re-book.
  • If they decide to keep their tickets, the full balance of the booking must be settled as per your agreed payment terms. 

Details of parks that have extended their tickets are as follows:

  • Disney Ultimate Tickets - tickets are open dated and can be activated at any time up to and including 16 September 2021.
  • Dated Disney After Hours Tickets - these can be amended to any date in 2020 or 2021 (as and when dates are released), but any difference in ticket price will still be payable. The amendment process will be the same as per the process for changing the year of travel for 'All Other' Orlando Tickets detailed below should they wish to amend tickets.
  • Universal Explorer Tickets - tickets are open dated and can be activated at any time up to and including 4 December 2021.
  • SeaWorld Parks 3 for 2 Ticket/2-Park SeaWorld and Aquatica Ticket/2-Park SeaWorld and Busch Gardens Tickets - tickets are open dated and can be activated at any time up to 31 December 2021. 
  • Orlando Combo Tickets - Our combos are made up of the Disney, Universal and SeaWorld tickets listed above. You will have been sent separate park tickets for each element. Please refer to the instructions for each ticket type above.
  • Kennedy Space Center Tickets - Admission Tickets are valid through to 31 December 2020. Space Passes must be re-booked for a new date. If you need to rebook your Space Passes, please email customerservices@dosomethingdifferent.com Space Passes can only be amended if the request to change is made at least 24 hours in advance of the original visit date. 
  • LEGOLAND Florida Tickets - check the printed expiry date on the ticket. If the ticket is not valid for their revised holiday dates, please return the ticket as per the process for changing the year of travel below and we will send new tickets that are valid until the end of 2020
  • Discovery Cove Packages - tickets can be amended to any date in 2020 or 2021. Discovery Cove prices vary by season. Any difference in ticket price will still be payable. The amendment process will be the same as the 'Process for changing the year of travel (non-Disney tickets)' detailed below if they wish to amend tickets.

If you have received their 2020 tickets and want to cancel

  • We will not charge you any cancellation fees for hard ticket stock.
  • Absolutely, no refunds can or will be processed until we have received the hard tickets back in stock.
  • You must ensure these are returned by secure Royal Mail recorded deliver to either our London or Dublin office see below for delivery instructions.
    • Special Note on Dated Disney After Hours Tickets: If you are unable to amend your ticket to another date in 2020, these tickets can be refunded in full.
    • Special Note on LEGOLAND Florida Tickets: If you have not downloaded your LEGOLAND Tickets from your customer account, these can be refunded in full.

Process for changing the year of travel

1) Confirm your intention to cancel by emailing cancellations@dosomethingdifferent.com.

2) Add your booking reference in the subject line.

3) ALL UK Returns - please include all Disney Gift Cards you may have received, and send these back to us by Royal Mail Special Delivery to:

FAO Customer Services
DoSomethingDifferent.com
171E Wingate Square
London
SW4 0AN

4) All Republic of Ireland ticket returns - please include all Disney Gift Cards you may have received, and send these back to us by An Post using Registered Post:

FAO Customer Services
DoSomethingDifferent.com
Harcourt Road
Dublin 2

5) We will confirm receipt of your tickets by email.

6) We will update your booking and you will receive a confirmation by email.

7) For cancellation requests, your booking will show as a credit on your next invoice.

If your 2020 tickets have not yet been dispatched, and your customers wish to amend:

  • We do not charge our agent partners amendment fees.
  • Customers will only be required to pay the difference in the ticket price, if applicable

Process for amending their 2020 Orlando ticket bookings

1) Please email customerservices@dosomethingdifferent.com to notify us of your intention to amend the booking date.

2) We will confirm receipt of your request by email.

3) We will update your booking and you will receive a confirmation by email.

4) New price of tickets will apply

If your 2020 tickets have not yet been dispatched, and your customers wish to cancel:

  • We will not charge cancellation fees if your Orlando 2020 tickets have not yet been dispatched, and your customers wish to cancel.
  • With no amendment fees, please do encourage your customers to keep their booking and defer their travel dates where possible.

The following tickets, however, are currently non-refundable and non-changeable; we will liaise with suppliers to attempt to obtain refunds. This is not guaranteed and may take some time:

  • Walt Disney World VIP Tour Tickets
  • Blue Man Group Orlando Tickets
  • Orlando Magic Basketball Tickets
  • Orlando City Soccer
  • Tampa Bay Buccaneers

New policy for Orlando dispatches effective 13th March

We have stopped dispatching all Orlando hard tickets until further notice. If your customers wish to receive their tickets, you must send a request in writing for tickets to be dispatched and notify your customer of the terms below should they subsequently cancel their booking.

EMAIL DISPATCH REQUESTS TO customerservices@dosomethingdifferent.com

If your customers have requested that tickets to be dispatched, and subsequently choose to cancel their booking, and not amend the date free of charge, they will receive a 90% refund.

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Rest of the USA

Important Note: Most tickets can be cancelled for free up to the point of travel and if they have NOT been downloaded from the [Orders Page] on DoSomethingDifferent.com website.  Where tickets are non-refundable we are processing a 90% refund on the cost of the booking where possible. Please see individual ticket description pages for product specific cancellation details.

Another Important Note: Please encourage your customers to rebook their holiday as many attraction tickets are valid for use any time in 2020, and some suppliers are extending the validity of their tickets for travel later in the year. And we do not charge you any amendment fees

We are trying to contact agents with affected bookings to arrange a re-book or a cancellation.  In most cases, we are able to offer full refunds, but this can vary by supplier.  Please check the products individual cancellation terms as detailed on DoSomethingDifferent.com.

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Process for amendments and cancellations

Amending your booking:

  • Amending to new dates are subject to availability, please check availability on our website before choosing a new date.
  • The difference in the ticket price will be payable (if applicable).

1) Email customerservices@dosomethingdifferent.com to notify us of your intention to amend your booking

2) If your customers are deferring travel to 2021, we will update you when 2021 tickets become available if they are not as yet bookable

3) The difference in the ticket price will be payable

4) We will update your booking and you will receive a revised confirmation

Cancelling your booking:

  • Many tickets can be cancelled for free up to the point of travel or if digital tickets have not been downloaded.
  • Please see individual ticket description pages for product specific cancellation details.
  • Bookings falling outside those terms, we will refund 90% of the cost of your booking if you wish to cancel.

1) Confirm your intention to cancel by emailing cancellations@dosomethingdifferent.com.

2) We will confirm receipt of this request by email.

3) Your booking refund will be processed once we have received confirmation in writing.

4) Your cancelled booking will show as a credit on your next invoice, where credit is due.

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California

  • Disneyland Resort California Tickets – please encourage your customers to keep hold of their tickets as they will be valid for use up to 31 December 2020.
  • Universal Studios Hollywood Tickets – please encourage your customers to keep a hold of their tickets as they will be valid for use up to 18 December 2020.
  • Universal Studios Hollywood VIP Tickets – these must be rebooked to a new date.  We will not charge you amendment fees but new ticket prices will be applicable.

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New York

  • Broadway Shows – Broadway tickets are usually non-refundable once confirmed however, we will be issuing a 90% refund against the cost of the booking. There will be no charge for amendments. Please follow the cancellation and amendment process for The Rest of the USA.

  • Empire State Building - has been closed until 1st May.  All Empire State Building tickets are non-refundable once downloaded.  We will however be issuing a 90% refund against the cost of the booking for downloaded tickets.  There will be no charge for amendments.

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Las Vegas

  • Cirque du Soleil – Cirque tickets are usually non-refundable once confirmed however, we will be issuing a 90% refund against the cost of the booking. There will be no charge for amendments.  Please follow the cancellation and amendment process for The Rest of the USA

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The Deep South

  • Grand Ole Opry – This attraction has been closed from 14th March until the 4th of April. Customers with tickets will be able to amend free of charge to any other time within the next 12 months. A 90% refund will be applied for customers that wish to cancel.

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Canada

Justin Trudeau has closed the borders of Canada from Wednesday the 18th March for anyone who is not a citizen or permanent resident of Canada. Currently, there is no specific timescale to work towards or end date, we will be reaching out to those clients immediately due to travel to Canada as a priority and will provide a further update shortly.

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Disneyland Paris

Disneyland Paris theme parks are temporarily closed from 14 March to 31 March 2020.

If your customers are already in Paris

If you have used any days on your tickets – tickets are non-refundable. However, we will liaise with our suppliers to try and obtain refunds for unused days. This is not guaranteed and could take some time. It is at the discretion of Disneyland Paris. 

If you have received your tickets and want to amend 

If you have purchased a one-day ticket including Mini and Magic Park Tickets and tickets purchased as part of the Adults at Kids' Prices promotion - ticket validity will be extended until 31 March 2021. However, 'Mini' tickets can only be used on applicable 'Mini' dates and Magic Tickets can only be used on applicable 'Mini' and 'Magic' Dates. Please refer to your e-ticket for validity date. Disneyland Paris Season Dates

If you have purchased multi-day tickets (2, 3, or 4 days) those tickets are valid for a year from when they were booked - you can check the expiry date on your tickets. Tickets are open-dated and can be used at any time within the ticket validity. 

If you have received your tickets and want to cancel your booking

We act as an agent of Disneyland Paris and as such we must strictly adhere to their cancellation terms and conditions which are detailed on each Disneyland Ticket page. Standard cancellation terms still apply with the exception of Buffalo Bill's Wild West Show at Disneyland® Paris - tickets booked for any date 16 March to 31 March 2020 will be cancelled and refunded in full. Refunds will be processed within 4 weeks. 

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Europe

Important Note: Most tickets can be cancelled for free up to the point of travel and if they have NOT been downloaded from the [Orders Page] on DoSomethingDifferent.com website.  Where tickets are non-refundable we are processing a 90% refund on the cost of the booking where possible. Please see individual ticket description pages for product specific cancellation details.

Another Important Note: Please encourage your customers to rebook their holiday as many attraction tickets are valid for use any time in 2020, and some suppliers are extending the validity of their tickets for travel later in the year.  And again, we do not charge you any amendment fees.

We are trying to contact agents with affected bookings to arrange a re-book or a cancellation. In most cases, we are able to offer full refunds, but this can vary by supplier. Please check the products individual cancellation terms as detailed on DoSomethingDifferent.com.

Process for amendments and cancellations

Amending your booking:

  • Customers may wish to rebook their holiday for another departure date in 2020. In which case, they may be able to keep their tickets/ booking live as some tickets are valid for use at any time in 2020.
  • Amending to new dates are subject to availability, please check availability on our website before choosing a new date.
  • The difference in the ticket price will be payable (if applicable).

1) Email customerservices@dosomethingdifferent.com to notify us of your intention to amend your booking.

2) If your customers are deferring travel to 2021, we will update you when 2021 tickets become available.

3) The difference in the ticket price will be payable.

4) We will update your booking and you will receive a revised confirmation.

Cancelling your booking:

  • Most tickets can be cancelled for free up to the point of travel and if they have NOT been downloaded from the [Orders Page] on DoSomethingDifferent.com website.
  • Please see individual ticket description pages for product specific cancellation details.
  • If you have already downloaded the tickets or they fall inside the supplier cancellation terms, we will refund 90% of the cost of your booking if your customer wishes to cancel.
  • The following products are 100% non-refundable:
    • all Disneyland Paris tickets

1) Confirm your intention to cancel by emailing cancellations@dosomethingdifferent.com

6) We will confirm receipt of this request by email

7) Your booking refund will be processed once we have received confirmation in writing

8) Your cancelled booking will show as a credit on your next invoice, where credit is due

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UK

  • Most UK attractions are now temporarily closed as a precautionary measure in line with the Government’s guidance advice for citizens to socially distance/stay at home where possible, avoid unnecessary travel and not go to pubs, clubs and restaurants or crowded places. The following revised amendment and cancellation policies ONLY apply to bookings affected by attraction/activity/excursion closures. Outside these dates, our standard terms and conditions apply.
  • Merlin More For Less Passes (formerly Merlin's Magical London Pass) – If your tickets have an expiry of 31 March 2020, you will need to amend your ticket as per the process outlined above. If your ticket does not have an expiry date listed, you can keep hold of your tickets as these can be activated at anytime before 31 March 2021.
    If you have already activated your tickets, the ticket expiry will be automatically extended by 90 days from the date the attractions re-open, giving more flexibility to visit all included attractions.
  • All UK Theme Parks - Tickets are open-dated and can be used at any time during the 2020 season.
  • The View from the Shard – you will need to amend your ticket(s) as per the process outlined above.
  • UK Experience & Gift Vouchers - All customers with experience vouchers that they cannot used at the moment or will expire in the coming months, can receive a free of charge extension / exchange by visiting My Voucher on the Virgin Experience Days website. We are hoping that all our customers that have our experiences and vouchers can then book something to look forward to later in the year.
  • West End Shows - you may amend or cancel your ticket(s) as per the process outlined above.
  • All other UK attractions, excursions and activities – you will need to amend your ticket(s) as per the process outlined above.

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Kraków

Auschwitz – the closure of Auschwitz has been confirmed until the 14th of April. Customers with affected bookings will be refunded 90% of the cost of their booking. Standard booking terms apply to any cancellations after the 14th of April.

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Iceland

Tours in Iceland are still operating as usual, although you may not be able to get there. Please see individual ticket description pages for product specific cancellation details.

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Paris

The Moulin Rouge – Customers can amend free of charge.  If they wish to cancel, a 90% refund will be applied.

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Spain

Customers with 2020 tickets for the following attractions are valid for use anytime in 2020:

  • Siam Park, Loro Parque and Poema del Mar will be temporarily closed from 15 March until further notice.
  • PortAventura World will delay its 2020 opening date until further notice.

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The Far East

Important Note: Most tickets can be cancelled for free up to the point of travel and if they have NOT been downloaded from the [Orders Page] on DoSomethingDifferent.com website. Where tickets are non-refundable we are processing a 90% refund on the cost of the booking where possible. Please see individual ticket description pages for product specific cancellation details.

Another Important Note: Please encourage your customers to rebook their holiday as many attraction tickets are valid for use any time in 2020, and some suppliers are extending the validity of their tickets for travel later in the year. And we do not charge you any amendment fees.

We are trying to contact agents with affected bookings to arrange a re-book or a cancellation. In most cases, we are able to offer full refunds, but this can vary by supplier. Please check the products individual cancellation terms as detailed on DoSomethingDifferent.com.

Process for amendments and cancellations

Amending your booking:

  • Customers may wish to rebook their holiday for another departure date in 2020. In which case, they may be able to keep their tickets/booking live as some tickets are valid for use at any time in 2020.
  • Amending to new dates are subject to availability, please check availability on our website before choosing a new date.
  • The difference in the ticket price will be payable (if applicable).

1) Email customerservices@dosomethingdifferent.com to notify us of your intention to amend your booking.

2) If your customers are deferring travel to 2021, we will update you when 2021 tickets become available.

3) The difference in the ticket price will be payable.

4) We will update your booking and you will receive a revised confirmation.

Cancelling your booking:

  • Most tickets can be cancelled for free up to the point of travel and if they have NOT been downloaded from the [Orders Page] on DoSomethingDifferent.com website.
  • Please see individual ticket description pages for product specific cancellation details.
  • If you have already downloaded the tickets or they fall inside the supplier cancellation terms, we will refund 90% of the cost of your booking if your customer wishes to cancel.
  • The following products are 100% non-refundable:
    • all Disneyland Paris tickets

1) Confirm your intention to cancel by emailing cancellations@dosomethingdifferent.com

6) We will confirm receipt of this request by email

7) Your booking refund will be processed once we have received confirmation in writing

8) Your cancelled booking will show as a credit on your next invoice, where credit is due

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Dubai & Abu Dabi

The following closures have been confirmed:

  • Dubai Parks and Resorts will be closed 15 March to 31 March.
  • IMG Worlds of Adventure will be closed 15 March to 31 March.
  • Ferrari World Abu Dhabi will be closed 15 March to 31 March.
  • Warner Bros. World™ Abu Dhabi will be closed 15 March to 31 March.
  • Yas Waterworld will be closed 15 March to 31 March.
  • Dubai Parks and Resorts – Tickets are valid for 6 months from the date of purchase. If your customers are planning to amend their holiday to a date that falls into this timeframe, keep hold of their tickets as they will be valid to use. If your amended dates fall outside the 6month validity, please follow the instructions to amend or cancel.
  • IMG Worlds of Adventure – Tickets are valid for use at any time in 2020.
  • Ferrari World Abu Dhabi/Warner Bros. World™ Abu Dhabi/Yas Waterworld – if you are planning to amend your holiday to another date in 2020, please amend your booking as per the process below. If you wish to amend your holiday plans to 2021, notify us of your intention to defer travel. We will update you when 2021 tickets become available. We will waive all amendment fees if you wish to re-book to another date in 2021. The difference in the ticket price will be payable (if applicable).

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Vietnam

There has now been an official notification from the Vietnamese Government that from the 15th March, they will postpone all visa-on-arrivals and entry into Vietnam for any passengers that have travelled to the Schengen area or to the UK in the past 14 days, including those just in transit.

This restriction is already in place for travellers from China, Korea, Iran and Italy. We advise our partners in the UK and Schengen countries to postpone departures over the next two weeks until further notice. Halong Bay, Tien Giang province in the Mekong Delta, and other attractions are closed.

We will continue to serve your customers currently in destination unless advised otherwise.

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Malaysia

The Malaysian Prime Minister Tan Sri Muhyiddin Yassin has announced a restriction of movement throughout Malaysia with effect from 18th March until 31st March 2020.

All attractions will be cancelled, we will be contacting agents with affected bookings.

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Cambodia

The Cambodian Government have announced that from the 17th March, they will not be permitting entry to foreign nationals from Italy, Germany, Spain, France and the USA for a period of 30 days.

The water crossings including the border crossing at Chau Doc are already closed to all travellers.

All attractions will be cancelled, we will be contacting agents with affected bookings.

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Laos

At this time, we can confirm that travellers are still arriving smoothly into Laos via all borders.

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Singapore

At this time, we can confirm that travellers who have recently been to China, Italy, South Korea, and Iran are barred from entering Singapore. We are not aware of restrictions on any other destinations.

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Thailand

At this time, we can confirm that Thailand continues to accept travellers, and passengers should expect increased COVID-19 health screening upon arrival.

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All Other Destinations

City Sightseeing Worldwide – if you have customers with a City Sightseeing Hop-on Hop-off bus tours, these tickets have been automatically extended for use, anytime in 2020.

Any attractions and destinations not listed above, please refer to the individual ticket pages as listed on our website DoSomethingDifferent.com where the cancellation terms defined.

The DSD Team are working very hard to secure the best possible terms for your customers whilst dealing with an incredibly high volume of emails and calls.

We will update this page as quickly as possible as the situation develops, and hopefully soon, improves.

Best wishes to you all, and here’s hoping you’ve all got enough loo roll!

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