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Polite notice to our valued clients: We are still working from home with a reduced team but you can reach us via telephone or email:

020 7370 6446 | 020 7244 6855 | 020 7708 1516

flights@solimantravel.com

Information to Customers about Refund Credit Notes

What we’re all going through right now is unprecedented and unique – it has never happened to any of us in our lifetime. Our world is slowly reopening but most of it remains closed. We are all feeling the strain of this incredible change. We are working tirelessly to solve the needs of our customers and we wanted to give you some information about what we are doing.

As an independent travel agent, we don’t own the airlines you are flying with and we are reliant on your flights being refunded by our partners. No doubt you will have heard the news that every one of these companies are struggling right now. This means we are not getting the money back from these partners as quickly as we would like. Many airlines are only offering vouchers (refund credit notes) for future travel.

Please rest assured that Soliman Travel is working closely with airlines on behalf of our clients. In normal times refunds are processed nearly instantaneously. Due to the unprecedented and ever-changing COVID-19 restrictions, many airlines have stopped this instant refund process and reverted to an older, slower system. This means that refunds, if provided by airlines, may take up to 18 weeks for the airline to process after being approved.

As an agent for the airline, we are subject to their policies and timeframes. However, our teams are continuing to work with our contacts with all major airlines to ensure better outcomes for our customers.

Click here for ABTA's information page on COVID-19

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