call us on 01905 675015

23rd April 2020

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 or telephone 01905 675015

Thank you

Jennifer Lynch
General Manager

Team Escape x

Frequently Asked Questions

  • What happens if my holiday plans are affected?

    Please don’t panic, all of our customers are being given a full update. We are giving everyone the options in line with your tour operator terms.

        1. We will provide you with all the options for you to make a decision
        2. If possible, postpone your holiday or travel plans and try not to cancel. You will still have a wonderful holiday to look forward too and it will really help us.
        3. If you are unable to postpone, your tour operator may offer a credit for you to use at a later date, this will allow you to choose when you want to re-book, without the pressure to decide.
        4. If a cash refund has been offered please be patient, the tour operators are dealing with an unprecedented amount.
  • What is the travel restriction dates?

    So far, the government has advised against travel for initially only 30 days from 17 March 2020. Everything after that point is scheduled to resume, unless we are notified of any updates.

  • Will I get my money back?

    This will all depend on the terms and conditions of the travel tour operator, we can request on your behalf but please beware this may not be guaranteed, however alternative options maybe offered.

    Many tour companies are offering even more than originally paid, in credit forms. If you are travelling after the 30-day travel ban, currently normal terms and conditions apply.

    Top Tip – Check the conditions of your travel insurance policy.

  • Should we be worried about travelling?

    Not at all. Once normality has resumed and you are able to travel, we say go for it. The health and safety of our customers will always be our, your tour operator and the government’s main concern. We only follow the advice of the FCO and ABTA.

    Top tip – keep up to date with destination advice from the FCO

  • Should I pay my holiday balance?

    As we are unsure when the situation will end, this is your decision. But we do know it won’t last forever. We encourage you not to cancel, as you will lose your deposit. If you are told you cannot travel due to restrictions, then options will be offered to you. Many travel companies are now offering flexible terms.

  • Could I book a holiday at this time?

    Absolutely yes!! Outside of the 30-day travel ban, we and tour operators are still taking bookings. It is a great time to find reduced prices and large discounts. The travel industry has suffered with losses and will be incentivising customers to book. Also support your local economy.

    Top tip – Think carefully where you book, we have seen some incredible horror stories.

More in-depth questions and answers can be found on the ABTA website.