COVID-19 update
Coronavirus Update Coronavirus Update

Coronavirus Update

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Last updated 22 April 2020 18:35

Covid-19 LATEST INFORMATION

As countries respond to the COVID-19 pandemic, including travel and border restrictions, the Foreign and Commonwealth Office advises against all non-essential travel overseas until further notice.

The following Covid policy applies to all bookings affected bookings departing up to 31 May 2020. We will continue to monitor the situation closely and will extend the departure period accordingly.

This is an exceptionally busy and difficult time for the travel industry and for you. We are working very hard to help all of you to hopefully rebook or cancel your customers bookings. Due to the volume of calls and emails we are receiving, our response time will be slower than usual. We ask that you please read our policy below for guidance and to please be patient. We will get to your calls, emails and questions as quickly as we can.

Team DSD

FOR ALL MAY & JUNE DEPARTURES

The DSD team are now processing all bookings that were due to depart from the 1st of April to 31st of May to be either cancelled or rebooked. You do not need to email cancellation requests for these departures as we will contact you directly to advise you of the options.

IMPORTANT ADVICE for travel agents and homeworkers: Do not download your customers tickets from the DoSomethingDifferent.com website if you are unsure that they can travel DSD Team are cancelling the vast majority of tickets for free up to the point of travel and if they have NOT been downloaded from the [Orders Page] on DoSomethingDifferent.com website. Most tickets become non-refundable once they are downloaded and, in these scenarios, we are processing a 90% refund. Please see individual ticket description pages for product specific cancellation details.

DSD have never charged amendment fees and continue not to do so. 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.

Please use the section links below:

USA

EUROPE

Dubai

All other Destinations and Attraction

USA

Orlando Tickets - Major Theme Parks

If their 2020 tickets were dispatched and received before the 10th April 2020

  • Tell your customers to keep hold of them and store them safely - most of the major Orlando parks have automatically extended the validity of 2020 tickets into 2021 so they can keep their tickets/booking live until they are in a position to travel and use them – check the extension dates.
  • To amend the booking if they wish to travel outside of the extension dates, customers will only be required to pay the difference in the ticket price. Please email customerservices@dosomethingdifferent.com to notify us of their intention to amend the booking date – we do not charge amendment fees!
  • To cancel the booking, tickets must be returned to DSD before any refunds can be processed. Follow the ticket returns process and - we do not charge you any cancellation fees! Bar the following exceptions:
    • Special Note on Kennedy Space Centre and LEGOLAND Florida Tickets: If you have not downloaded your Kennedy Space Centre or LEGOLAND Tickets from your [Orders Page] , these can be refunded in full otherwise a 90% refund will be processed.

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.
  • 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. 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 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 defined above. Clients that do not wish to rebook, and that fall inside the UK travel ban, will be refunded 90% of their booking.

Ticket Returns process in order to apply for a refund

  • Absolutely, no refunds can or will be processed until we have received the hard tickets back in stock.
  • Please ensure these are returned by secure recorded delivery to either our London or Dublin office see below for delivery instructions.

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

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
Regus Harcourt Centre
Block 4
Harcourt Road
Dublin 2

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

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

3) Your refund will appear as a credit on your next invoice.

If your 2020 tickets have not yet been dispatched

  • We do not charge our agent partners amendment fees
  • To amend the booking date, customers will only be required to pay the difference in the ticket price. Please email customerservices@dosomethingdifferent.com to notify us of your intention to amend the booking date
  • To cancel your booking, please email cancellations@dosomethingdifferent.com
  • For cancellations, we do not charge our agent partners any cancellation fees. There are a few exceptions which apply to the following products which are non-refundable and non-changeable:
    • Walt Disney World VIP Tour Tickets
    • Blue Man Group Orlando Tickets 
    • Orlando Magic Basketball Tickets 
    • Orlando City Soccer 
    • Tampa Bay Buccaneers 
    • Kennedy Space Centre – 90% refund if downloaded

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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All other Orlando Attractions

Important Note: Please refrain from downloading your tickets from your customer account (if you have not already done so). This makes it easier for us to apply the amendment and cancellation policies below as many tickets become non-refundable once downloaded.  

Amending your booking

We will waive all amendment fees if you wish to re-book to another date in 2020 or 2021. 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).

California

  • Disneyland Resort California Tickets – Once booked, these tickets are usually 100% non-refundable. Clients may rebook without charge to a new date or cancel and receive a 90% refund on the booking.
  • Universal Studios Hollywood Tickets – Once booked, these tickets are 100% non-refundable. Please encourage your customers to keep hold of their tickets as they are valid for use up to the 31st of December 2020. Should clients wish to cancel, a 90% refund will be processed.
  • Universal Studios Hollywood VIP Tickets – Once booked, these tickets are 100% non-refundable. Clients affected by the closure of the park can amend to a new date and will only need to pay the new ticket price, or cancel and receive a 90% refund on the booking.

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New York

  • Broadway Shows – Broadway tickets can be cancelled free of charge outside of 8 days before the performance. 100% charges apply within 8 days, however, we will be issuing a 90% refund against the cost of the booking in this situation. There will be no charge for amendments.
  • Empire State Building – 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.
  • New York Freestyle Pass – Once downloaded, these tickets are valid until the end of 2020. Customers can keep a hold of them for future travel. If they wish to cancel a ticket that has already been downloaded, a 90% refund will be processed.
  • New York Explorer Pass & New York Pass – The validity on dispatched passes has been extended for 2 years (from the date of purchase). This should help avoid cancellations and allow customers some great flexibility to keep their tickets for future use. Customers that do wish to cancel an issued ticket, may do so and will receive a 90% refund on the booking.

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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.

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Deep South

  • Grand Ole Opry – 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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EUROPE

Disneyland Paris

Disneyland Paris theme parks are temporarily closed until futher notice.

We act as an agent of Disneyland Paris and as such we must strictly adhere to their cancellation terms and conditions.

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 a ticket that expires whilst Disneyland Paris is closed or within 3 months of the parks re-opening, tickets can be replaced with new tickets that are valid for 12 months from the date of re-issuance - please contact customerservices@dosomethingdifferent.com if you need replacement tickets and we will guide you through the process.

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

Disneyland Paris Tickets are non-changeable and non-refundable and 100% cancellation fees apply should you wish to cancel with the exception of the following tickets:

  • 1-Day Disneyland® Paris Ticket with Transport - tickets booked for any date whilst Disneyland Paris remains closed will be cancelled and refunded in full. Refunds will be processed within 4-6 weeks.
  • Buffalo Bill's Wild West Show at Disneyland Paris - tickets booked for any date whilst Disneyland Paris remains closed will be cancelled and refunded in full. Refunds will be processed within 4-6 weeks.

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Paris

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

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United Kingdom

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 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) – Tickets with an expiry of 31 March 2020, can be amended to a later date. Tickets without an expiry date listed, customers can keep hold of their 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 – Tickets are usually non-refundable. Customers may amend their date without charge or if they wish to cancel, a 90% refund will be processed
  • Virgin Experience DaysVirgin Experience Days Experiences are non-reundable and 100% cancellation charges apply. Most experience days are valid for 6 to 9 months. All customers with experience vouchers that they cannot use at the moment or that 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 customers that have the experiences and vouchers can then book something to look forward to later in the year!
  • West End Theatre Tickets - the majority of performances have been suspended. Check if the performance your booked has been cancelled. Tickets can be amended free of charge or a 90% refund will be processed on the booking
  • Football Tickets - All football Tickets are non-refundable and 100% cancellation charges apply. 

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Krakow

Auschwitz – Customers with affected bookings will be refunded 90% of the cost of their booking. Standard booking terms apply to any cancellations after that.

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Iceland

All tours will be cancelled up to the 31st of May. DSD will be in contact with you to hopefully rebook your customers for later in the year.

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Spain

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

PortAventura World, Siam Park, Loro Parque and Poema del Mar - these parks are temporarily closed until further notice. If you have downloaded the tickets, your customer can keep a hold of these and use them later in the year. If they wish to cancel, a 90% refund will be processed. To rebook for 2021, we will notify you when the rates become available.

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Dubai

  • Dubai Parks and Resorts - the validity of all 2020 tickets has been extended to the end of the year. If you are planning to amend your holiday to a date that falls into this timeframe, keep hold of your tickets as they will be valid to use. 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).
  • IMG Worlds of Adventure – These tickets are valid to use at any time in 2020 so encourage customers to keep a hold of these for future use. If your customers want to rebook for 2021, only the difference in the ticket price will be payable.
  • Ferrari World Abu Dhabi/Warner Bros. World™ Abu Dhabi/Yas Waterworld – Tickets are usually non-refundable. Customers wishing to cancel will receive a 90% refund or they can amend to a later date with no charge. For 2021 bookings, we will update you when 2021 tickets become available.
  • Burj Khalifa Observation Decks – Tickets can be cancelled free of charge until 72 hours before your activity date or until tickets are downloaded from the [Orders Page]. Inside of 72 hours or once your ticket has been downloaded, ticket is non-refundable. Customers wishing to cancel will receive a 90% refund or they can amend to a later date with no charge.
  • Atlantis Aquaventure – Tickets can be cancelled free of charge until they are downloaded from the [Orders Page]. Once your ticket has been downloaded, ticket is non-refundable. Customers wishing to cancel will receive a 90% refund or they can amend to a later date with no charge. For 2021 bookings, we will update you when 2021 tickets become available.
  • Atlantis Dolphin Bay - All tickets will be cancelled up to the 31st of May. DSD will be in contact with you to hopefully rebook your customers for later in the year.

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All Other Destinations

Sightseeing Worldwide and Big Bus – if you have customers with a City Sightseeing or Big Bus Hop-on Hop-off bus tours (excluding Alcatraz Tickets), 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.

Message from Team DSD

We are cancelling the vast majority of tickets free of charge and we are only applying cancellation fees where absolutely necessary. We ask for your understanding and support to uphold these terms which we hope you agree are by far some of the most reasonable and fair in our sector. We will continue to update this page as the situation develops and hopefully, improves. Please do contact the Team as usual if you need help, have any queries. We’re all here, working from home and we’re in… most days. Until then… wishing you all the best of luck. Team DSD x

P.S It will be alright in the end. And if it’s not alright, then it’s not the end yet.

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