Travel for Business? Read how Travel Counsellors protect their customers when disaster strikes


Monday 25 March 2019



In the past few weeks alone, the UK has seen flights grounded, Eurostar advising against travel and pre-Brexit 'book with confidence' campaigns all highlighting potential disruption to travel.

Plus, who can forget drones, ash clouds, the Beast from the East... the list goes on. So how do we look after Travel Counsellors and their customers when disaster strikes?

Duty Office
Our 24-hour duty office is constantly monitoring worldwide events such as adverse weather, strikes, natural disasters or any other kind of disruptive activity.

They inform Travel Counsellors if any of their bookings are affected and handle issues on a case-by-case basis to find the best solution for that customer.

Travel Counsellors can find alternatives and speak to the customers themselves, but the duty office can always step in to resolve the issue and inform the customer.

Crisis Team
Our Crisis Team are alerted and prepared whenever there is a chance of being called into action.

When Monarch airlines went into administration, they worked throughout Sunday and overnight, so that when the announcement was made at 4.00am on Monday morning, we were prepared to deal with the impact.

This proactive approach to helping our customers at all costs, saw many holidaymakers waking up on Monday morning to hear their bookings had already been sorted before they'd even seen the news.

Supplier failure
We offer 100 per cent financial protection. Meaning in the event of supplier failure, our Financial Trust will protect the entire booking, even if only one component is affected.

This is different to ATOL, which only covers package holidays including a flight. But we are also ATOL protected too.

Travel Counsellor Packages
Travel Counsellors have the ability to act as a tour operator and create their own Travel Counsellor (TC) Packages.

If a TC Package booking is affected, we will always look for alternatives.

Of course, your customer can choose not to travel if they're not satisfied with the alternatives. If that's the case, we can offer a full refund for the TC Package so they can re-book for another trip.

Our approach to adversity
We are not in the business of abandoning customers or hitting them with avoidable costs. We'd much rather make sure they get an experience which will keep them booking with us for years to come.

That's why when things do go wrong, Travel Counsellor franchisees work with head office to take the brunt of the impact, leaving the customer free to enjoy their holiday as much as possible.

Responsibility for our customers extends from a moral duty of care, where we approach each incident with a sense of humanity (instead of a 'computer says no' response) to offering multiple levels of financial protection for our customers.




Forthcoming Events

June 21 2019 / 12.00pm onwards
Business Open Day
June 21 2019 / 12.30-2.30pm
Peterborough Construction Network
June 26 2019 / 5.00-7.00pm
Informal Networking Evening Fenland
June 28 2019 7:00PM / 7.00pm onwards
Comedy Night and Black Tie Dinner - Peterborough
July 1 2019 / 5.00-7.00pm
Informal Networking Evening Huntingdon
July 3 2019 / 5.00-7.00pm
Informal Networking Evening Stamford
July 7 2019 9:30AM / 9.30am-1.00pm
Charity Cycle Ride - Peterborough
July 8 2019 / 5.00-7.00pm
Informal Networking Evening Ely