Dear loyal customers,
I would like to share with you some recent update and changes that we have seen in the past few weeks. As you may know this has been a tough and challenging time for everyone. We really do appreciate everyone’s support and understanding. During this period, we have had to close the store in line with Government instruction. Our well know team Judith, Ryan and Bethany have been furloughed and will return soon, in the meantime myself (Jennifer) the General Manager will continue to be on hand to keep you updated.
Currently the travel advice remains unchanged, the Foreign and Commonwealth advises against all non-essential travel for British nationals.However, this restriction can be lifted at any time, many tour operators are doing their best to manage arrangements for all customers. Under the circumstances all companies involved in your travel arrangements, tour operators, airlines, hotelier, us are all working extremely hard.
As you may have seen on TV and various media channels, refunds are an issue and there are delays. I have heard ‘Travel experts’ quoting package travel regulations. The entire travel industry is aware of this and your rights as a consumer but this is an unprecedented situation that we find ourselves in. With many airlines and tour operators working on skeletal staff, many simple procedures are now taking longer, especially with thousands of passengers to deal with.
Each tour operator will have different terms and conditions and are all working on different time scales. You will be given various options regarding your travel arrangements from us on behalf of the tour operator. Most tour operators are working on a rotating 28-day basis, which means if you are travelling within 28 days, we will be aware and working on your holiday and will be in contact with you as soon as possible. Unless we contact you, please can I ask you to be patient. Refunds are going to take time.
It is important to remember we work as an agent on behalf of our customers and the tour operator, we are not the principle, this is set out on our booking forms.
If you are due to pay the balance of your holiday and it has not been cancelled, we would still proceed as normal until otherwise notified. I know there is uncertainty and you may be worried; an alternative would be to transfer the booking to 2021. Many of our customers due to travel this summer have opted to amend, to protect their deposits.
As a local independent travel agency, we remain committed to you as our customer. I am working extremely hard, and I continue to communicate with everyone as much as I possibly can. To help us and the travel industry, if you are offered a refund credit note, please can you kindly consider accepting. I am ever the optimist and we will return to travel the world very soon. I for one cannot wait and I know many of our customers are looking forward and planning some incredible trips. Accepting a credit for future travel will not only help us but ensure you get the holiday you dreamed of.
I have been absolutely overwhelmed by the kindest words and support you have shown us, and for that I thank you and look forward to seeing you all very soon. In the meantime I will continue to work from home and can be contacted via email jennifer@arrangemyescape.com or telephone 01905 675015
Thank you
Jennifer Lynch
General Manager
Team Escape x
