Holiday Refunds with Archipelago Choice, our 5 steps
The topic of holiday refunds has become a bit of a hot potato since the start of the COVID-19 epidemic and has caused a great deal of consternation for both holiday companies and consumers.
The question of how to manage and pay refunds during a global crisis is, in my view, all about excellent customer service and finding ways to managing expectations. From the outset, we accepted our responsibilities under the Package Tour Regulations to clients right for a full refund should they be unable to claim on their insurance or are unable to re-book for new travel dates.
Good customer service is all about talking to people and being very clear about what the options available are. Over the past 3 months we have called all our customers who were due to travel with us between up to the end of July and explain, in detail the various options available when we cancel a holiday.
Our 5 step approach to managing holiday refunds:
When you see things explained like this you might wonder what all the fuss was about. In truth, these things are often more complex behind the scenes; airlines refusing to refund any monies paid to them, hotels unable to refund due to their own cash flow problems and insurance companies doing what insurance companies do (say no more!). However, these are not the problems of our customers these are our problems and people pay us to take them away.
All we can do is be honest, manage expectations and where ever possible, do the right thing. My mantra has always been to ‘do the right thing and look after people’….it might have taken a little longer to ‘do the right thing’ this time, but it is with a great sense of relief at Archipelago Choice that we can start to move forward and start planning for a healthy and maybe different future (both financially and personally).
As we crystal ball gaze into the future, it is certain travel will still be a very important part of people’s lives. We’ll probably travel less, but for longer, travel may be more expensive and we’ll certainly be more cautious and want the re-assurance of good support structures should we find ourselves in difficulty.
All I can say is keep safe, plan to travel safe and book your next trip with Archipelago Choice because we’ll always look after you – that’s our promise
Head of Inspiration and MD
Azores Choice provided a prompt, helpful service. they found us the perfect accommodation for our needs and provided superb, expert advice on how to spend our week walking on San Miguel. I would certainly use them again.
Joan from Durham
Recommended small travel company!
Great little company with friendly staff. Organisation of flights & accommodation very efficient. When problems arise they are helpful and very reasonable in their efforts to resolve them. We would definitely use them again for a return trip.
Really great! Would use again!
Very efficient, friendly, helpful. Excellent local knowledge. Everything ran very smoothly, from supplying the tickets to airport pick ups and hotel bookings. Lovely accommodation selected. No complaints!
A wonderful break in a beautiful environment!
Everything was excellent. The information and organisation, the hotel and the island itself all exceeded our expectations. Whale watching and other trips out, fantastic. We will book again!
Great honeymoon package and experience!
They provided a great package at a good price. We found them to be helpful and a quality service was provided.
Nicola and Christopher – Winchester
Top notch service. Highly recommended!
Excellent service throughout. Very informative, with lots of literature, maps and the like. Attended their offices in Ponta Delgada – very impressed with Olivia, friendly and helpful. Paul was first class.
Lynne in Welton-by-Lincoln
Great company for first time Azores visit!
Really great company, will be recommending them. We had never visited the Azores before but this company helped us decided which islands to visit.
Brilliant holiday organised by an excellent company!
Friendly, helpful, professional and completely geared to us as individuals.
John and Janice
Very helpful staff, and the trips they organised for us were excellent with knowledgeable guides.
A really wonderful holiday!
We normally travel independently, but I am go glad that we used Archipelago Choice – their insider knowledge was really helpful in making the most of our time.
Valerie – Brighton