LATEST INFORMATION
We're here to keep your holiday dreams safe and secure, with the latest weather warnings and travel advice for Ocean Beds customers.
This information is correct as of 9:00 GMT (BST) on 5th August 2024.
Important Information for Ocean Beds Customers Affected by Hurricane Debby
We have important information for Ocean Beds customers regarding Hurricane Debby, including its current weather pattern and what to do if your holiday is affected. Maximum winds of 80mph could impact areas of Florida, including the risk of storm surges, heavy rainfall, and flash flooding. The eyewall of Debby is moving onshore and landfall in the Florida Big Bend is expected. Currently, there are no planned airport closures, but this is subject to change.
For further assistance, please get in touch with our Customer Service team via the Manage My Booking Portal. For more information, please read our guidelines below, which aim to ensure your clients stay safe in Florida.
INFORMATION FOR ALL CUSTOMERS IN FLORIDA
What to Do in a Hurricane Warning
Clients must pay attention to the weather and news updates on local TV & radio stations. As such, it is useful to know which county they are staying in.
What to Expect
There may be a curfew during hurricanes and it is crucial for your client's protection that they adhere to this curfew. Details about this curfew will be announced on all local TV & radio stations. We also recommend paying attention to local news on social media outlets if the client is out and about.
There may be power outages during and after the storm, which could disrupt the electricity supplied to each home. Rest assured this issue is usually temporary, and utility companies will fix the supply as soon as it is safe to do so.
Preparing for a Hurricane
· Make sure that all travel documents and valuables are in a safe place so that clients can access them quickly if necessary
· Pack a small bag with essential personal items, such as medication, toiletries, and a change of clothing
· Be sure to have some cash – should the power go down cash machines may not work
· Make sure there is enough gasoline in the car as not everyone may be able to refuel during or soon after the storm
· Identify a safe place in the home – ideally an area with no windows and away from outside walls
· If safe to do so, place all exterior movable objects into the garage (i.e., trash bins and BBQs)
· Place all outdoor furniture into the pool – this will prevent them from being blown around and causing damage
· Purchase water: we recommend 1 gallon/3 litres of water per person – if bottled water is not available, use zip-lock bags, fill these with water and place them in the freezer. Alternatively, we do have emergency supplies at our Orlando office should clients need them, however, these are limited to 1 gallon per family
· Purchase food: ready-to-eat items, ideally non-perishable, packed, or canned food items. Please consider that clients may lose power during and immediately after a storm
· Guests should ensure they have a torch/flashlight
· If small children, ensure they have enough wipes, nappies/diapers and baby food
· Consider books and games to keep kids amused
· Consider having a battery-operated radio
During a Hurricane Checklist
· Stay inside. It is critical that clients do not go outside of their home during the storm, not even for a short time
· Whilst the power is on, remember to keep up to date via local TV & radio stations
· When the eye of the storm passes over, there is often complete calm, which is often mistaken for the end of the storm. The calm can last some time, but the wind will return suddenly and often with greater force. Please ensure clients do not go outside until advised to do so by local authorities
· Follow all instructions provided by local authorities
· Stay as calm as possible
Contacting Us During Hurricanes
Please note that our Orlando telephone lines may not be working, and our Orlando-based staff may not be able to get into the office, including adherence to any curfew that has been issued.
Our contact details are as follows: phone +1 407 390 6422 and dial option 1 for customer service.
In addition, we do have an emergency after-hours line available for clients to contact us on when we are not in the office, this number is +1 407 421 1584.
Alternatively, if they are unable to reach any of our staff based in Orlando, we recommend that they contact you directly for assistance.
If Customers Are Due to Travel During Hurricane Debby
It is possible that flights may be suspended. If a customer's airline cancels their flight, they can expect them to rearrange the flight free of charge at the nearest available date. Under EU law, specifically Regulation (EC) No. 261/2004, passengers are entitled to certain rights when their flights are cancelled, including the right to re-routing and the right to care and assistance. This regulation applies to flights departing from an EU airport or flights arriving in the EU on an EU-based airline. Nevertheless, if your client voluntarily cancels their flight, perhaps due to concerns about the final trajectory of the storm, they may be expected to cover the additional cost.
To make sure your clients are aware of the status of their flight(s) we recommend the following:
· Regularly check the website of their airline for updates
· Ensure their airline has their contact information so they can contact them directly
· Regularly check their email for any updates from their airline
If Customers Are Currently Staying in Villas Affected by Hurricane Debby
Please note that our villas are hurricane-proofed; therefore, it is unlikely that clients will need to be evacuated to local shelters. Instead, they will only need to evacuate if advised to do so by the police or government, and it is vital that they follow any instructions issued by local authorities. If they need to extend their stay at a property, due to a missed flight or an accommodation transfer, we are happy to arrange this extension.
In such a situation, please get the client to contact us so that we may check their reservation options at their current property or the possibility of transferring their party to alternate accommodation when it is safe to do so. If they are required to pay any fees for extending their stay, please ensure clients keep a receipt of the payment so that they may seek to claim the expenses back via their travel insurance. They can get in contact with us in the following ways:
• WhatsApp message - +44 (0) 7564 582 864
• Call our UK number - 02033194511
• Call our US number - 1-407 390 6422* and press Option #1
For Customer Service
Please note that our phone lines and messaging services are only open from 9am to 5pm each day. We also operate an emergency telephone line 24/7: 1-407 421 1584. However, please ensure customers only call this number if they have an issue that needs immediate attention. For example, we are not able to help with accommodation extensions on emergency lines.
If Customers Are Currently Staying in Hotels Affected by Hurricane Debby
They can expect hotel management to be in regular contact with them regarding their hurricane safety procedures. If they need to extend their stay, the hotel should be able to accommodate them given the extenuating circumstances. If they are required to pay any fees for extending their stay, please ensure clients keep a receipt of the payment so that may seek to claim the expenses back via their travel insurance.
If Customers Are Due to Travel to Florida Soon
Please ensure clients do not travel to the airport until they have checked the latest airline information, and here is where they can confirm the status of their flight:
- Virgin Atlantic website: https://www.virginatlantic.com/flight-status/search.
- Virgin Atlantic telephone number: 03448 747 747
- British Airways website: http://www.britishairways.com/rtad/travel/public/en_gb.
- British Airways telephone number: 0344 493 0787
- United Airlines website: https://www.united.com/web/en-US/apps/travel/flightstatus/default.aspx.
- United Airlines telephone number: 800 864 8331
- American Airlines website: https://www.aa.com/travelInformation/flights/status.
- American Airlines telephone number: 800 433 7300
- TUI website: https://www.tui.co.uk/destinations/travel-information.
- TUI telephone number: 033 33 365 147
They can also contact us on 020 3814 2198 for help rearranging their flight and accommodation. However, if they booked their holiday through a local travel agent, they should contact them directly first.
If we are ever unavailable over the phone, clients may also request changes to their travel details via the Manage My Booking portal: https://oceanbeds.com/Agent/Login?type=logout