We Can't Wait to See You Again...


To all our loyal customers,

It’s been a tough few months for our people, our customers and the world, and once again I just wanted to say a big thank you to all of you for your understanding and patience. This is undoubtedly the most challenging time we’ve experienced during our 25 years on the UK high street.

That said, our Travel Consultants have continued to work tirelessly, helping with thousands of cancellations, rearrangements and refunds over the phone, on social media and via email. And while we can’t wait to see our customers again and reassure them face-to-face, for everyone’s safety and wellbeing, we aren’t reopening our stores just yet.

Before we start welcoming back our customers, we want to make sure we have all the necessary social distancing and hygiene measures in place, so you can be confident that both your holiday and your safety are in the best hands. Keep an eye on your inbox and our social media channels for updates over the coming weeks.

Of course we’re still here to help from home, working hard behind the scenes to support you. Indeed, our friendly Travel Consultants are waiting on the other end of the phone to offer advice on your next trip, and peace of mind for your existing travel plans.

I know many of you will be concerned about upcoming trips and whether they will go ahead, or when you will receive your refund for your cancelled holiday. I want to assure you that we are working as quickly as possible to contact everyone affected and to streamline our refunds process. To help us prioritise, we still kindly ask you to only call your Travel Consultant if you are due to depart in the next 7 days.

I would also like to extend a huge thank you to our colleagues for their ongoing commitment and dedication – many of them have been working around the clock to address hundreds of calls and emails each day, with reduced resource. 

So while you may not be able to see us in person for now, our friendly team are waiting on the other end of the line to offer advice and make sure your travel plans are secure at this time. And, as we wait for the world to get back to normal, we’ll also be here to inspire your future travels and help ensure your next trip is tailor-made easy.

Thank you for your continued support, and stay safe.

Liz Mathews

Managing Director

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