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Advice to customers seeking refunds and with forward bookings


Dear Customers,

On 17th March the Government has advised against all non-essential travel overseas, initially for a period of 30 days, which has effectively brought travel overseas to a complete standstill and let to hundreds of thousands of holidaymakers not being able to take their holiday.

We completely understand that you may feel frustrated by the process of receiving a refund, but we would ask for your patience and understanding this incredibly challenging time.

We are dealing with a huge number of customers, and with offices closed and most of the staff have been furloughed, it is a real challenge.


We are doing our best to help our customers, but we have not yet received refunds from most of the airlines, international hotels and without these we are simply not able to provide customers refunds, particularly on such a large scale in such a short space of time.

We would like to thank to our customers for their understanding and ensure that when this crisis is over UK holidaymakers will be able to book and enjoy their holidays in the same way as we have done for many years.

Updated booking Terms & Conditions

Passengers departing from 16 March 2020 to 20 May 2020

If you have booked a tour departing between 16 March 2020 and 20 May 2020 you will receive a credit note or a voucher to use towards an alternative with a departure date before 30 April 2022. If you would like to receive a refund, we have not yet received refunds from most of the airlines or our suppliers and without these we are simply not able to provide customers refunds. There is no automatic right to a refund and, when you return an air ticket to us, we will arrange for it to be presented to the respective airline or consolidator to assess eligibility for a possible refund in accordance with the relevant airline’s or consolidator’s terms and conditions. Air tickets returned to us for a refund are subject to an administration charge of £75 per ticket, 


Passengers departing from 1 June 2020

At this stage all departures from 1 June 2020 will continue as planned. If there are changes, or if your trip is suspended, you will be notified directly by our customer care team or your travel agent.

We are grateful for your support through this challenging time and encourage everyone to be kind to one another while we navigate this global crisis. 

Force Majeure
Please note that Eco Travel Shop is not responsible for any trips cancelled due to civil strike, industrial dispute including air traffic control disputes, epidemic, environmental disasters, acts of war, strikes, health and safety issues or other unusual or unforeseeable circumstances beyond our control or the airline’s control. An administration fee of £75 per ticket will be levied on any non-refundable tickets and bookings where a tax refund application is made by us at your request and on your behalf. If the recoverable tax components for your ticket are less than the administration charge, the ticket will be deemed to be fully non-refundable. Refunds will not be paid to you until they have been received by us from the relevant airline or consolidator. In the case of airline ticket refunds, this is normally 10-12 weeks from the point the tickets are submitted for consideration to the airline.

Please check our website from below link for our cancellations and re-booking conditions:

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