Coronavirus (COVID-19)
What we are doing to help
Here at Golden Moments, we understand the uncertainty of the current situation surrounding the Coronavirus outbreak and how this may cause worry or confusion with regards to gift experiences. We would like to reassure all customers that Golden Moments are working alongside Government recommendations as well as our supplier’s own policies to ensure customer health comes first and inconvenience is kept to a minimum. Below you can find what we’re doing throughout this situation. Please note this policy may be updated as things progress.
Customers who have already booked an experience
Your experience provider should contact you directly if they are cancelling an experience you have already booked. Most will be happy to rearrange or delay another booking and for the most part this is free of charge. Unfortunately if you have already booked your experience, Golden Moments are regrettably unable to offer any form of refund or exchange.
Customers who have a voucher
Your voucher is valid for up to 5 years in Ireland, so you may have plenty of time to use it. Just remember you need to book and take your experience before it expires. If you wish to extend your voucher you can do so by contacting us. Currently we’re offering free voucher extensions for up to three months. If you have a voucher but haven’t booked and don’t wish to participate in a particular experience, you can exchange your voucher for credit to use towards any other experience on our website, free of charge. Simply contact us and we’ll happily arrange that for you.
Customers who wish to purchase
All newly issued vouchers are valid for up to 5 years in Ireland, meaning if you plan on giving an experience as a gift, the recipient will have plenty of time to use it, right into next year. Existing vouchers can be extended, it doesn’t have to go to waste. This makes our gift vouchers an ideal gift to give to those you might not be able to physically see in person as you can simply send to them digitally, plus it gives the recipient something to look forward to once things get back to normal.
Please note: USB vouchers and physical vouchers will be unavailable until further notice. Digital vouchers will continue to be delivered instantly via email however.
Customers who have booked luxury train journeys
We are in contact with luxury train operators daily to ensure customers are aware whether or not a journey has been cancelled. Currently all journeys apart from those aboard the Belmond Venice-Simplon-Orient-Express headed to Venice or Verona are still on schedule. If you wish to delay your journey to a later date, this can be arranged and usually free of charge. If you wish to change to a different journey, including a different type of journey later in the year, this is also possible subject to a fee if the journey you change to is of greater value.
If a journey is cancelled, we will endeavour to contact you as soon as possible so as to cause as little inconvenience as possible.
All luxury train cancellations are subject to their own terms and conditions...
What this means is some operators may keep some or all of your payment depending on how close to the departure date you are cancelling. Be sure to check your terms and conditions or contact us if you would like to clarify whether or not you would lose any of your booking fee if you cancel.
Customers who would like to book a luxury train journey
Nearly all journeys are still on schedule as planned and with journeys available as far as next year, there is still an opportunity to experience one of the world’s most luxury trains on a truly memorable journey. For complete peace of mind, we are happy to take a small deposit in order to reserve your seat on any journey.
For further questions
As always, we are available to talk to should you have any questions or concerns. As you can imagine, things are much busier than normal, so the best way to get hold of us is via Live Chat on our website or sending us an email through our contact page. We aim to answer all Live Chats within a couple of minutes and emails the next working day.
