By Kirsty Holmes on 24th Mar 2020
4 minute read
24th March 2020
Due to COVID-19 and the latest Government advice on social distancing, and with our employees' safety paramount in our minds, the Success Tours office is now closed until further notice.
Our team is set up to work from home, but please bear with us during this unprecedented period. Individual email is being monitored as normal and this remains the best way to contact us as this time; however, normal direct line telephone numbers are transferred to each individual team member at home, so we remain available by telephone should you need us urgently.
If all team members are on the phone, it will divert to voicemail which will be actioned as soon as possible.
You can also contact us on firstname.lastname@example.org.
Please all stay safe, adhere to the strict guidelines and together, we will get through this.
Tony Flanagan, General Manager
23rd March 2020
The ongoing spread of coronavirus has caused enormous concern for many of our travellers as well as our staff. The resulting Government travel advice, together with the general advice of Public Health England, is impacting the entire leisure and tourism sector.
If possible, we are asking you to postpone your tour or travel arrangements, rather than cancel – this will mean you have a holiday to look forward to in the future and it helps us to help our suppliers and protects the entire sector.
If you are not able to postpone, we will offer you a refund credit instead of a cash refund. Industry bodies including ABTA and ABTOT are in urgent talks with the Government to ensure that these credit arrangements have the full cover of financial protection. We are awaiting further guidance on this, we hope you will support this initiative.
In addition, along with many other businesses across the county and in line with new Government guidelines, we have amended our office working arrangements, with staff now required to work from home. This will inevitably hamper our ability to provide normal levels of customer service.
We would like to thank you for your patience and forbearance during these unprecedented times. We will endeavour to keep you informed and answer your questions and queries as soon as is practically possible.
Your questions answered
Is my tour still going ahead?
The situation and the travel advice from the Foreign & Commonwealth Office (FCO) and Public Health England is continuously changing. We are in the process of liaising with group travel organisers and tour leaders for any tour booked to depart in April and May 2020 in order to review all options and find suitable alternatives. Should you wish to move your booking to a later date or an alternative tour in 2020 or 2021, please email us and we will help you with your request.
What if my tour is due to travel after May 2020?
At this time all tours are still scheduled to travel. However, if group travel organisers and tour leaders have concerns and wish to consider postponing to a later departure or changing the booking to an alternative tour, please email us, and we will be happy to assist.
If my tour is postponed or unable to operate, can I claim a refund?
In the first instance, we will work with group travel organisers to postpone or transfer your group’s booking to a later date or an alternative tour, either in 2020 or 2021. In the event that your tour is postponed or we are unable to operate it, and you do not wish to transfer your booking, you will be issued with a refund credit, details of which will be advised in due course.
Will I be charged if I choose to cancel my booking?
You may cancel your booking any time before departure, although you may incur charges depending on how far in advance you cancel. For full details please refer to our terms and conditions of booking: https://www.successtours.com/booking-terms-conditions
If I have paid my deposit and choose to cancel my booking, am I entitled to a refund?
Unfortunately, if you choose to cancel your booking or tour, your deposit is non-refundable.
How will I know whether the spread of coronavirus is affecting an overseas destination I am due to travel to?
On 17th March, the Government issued an Exceptional Travel Advisory Notice. Within this notice, the FCO advises British nationals against all but essential international travel for an initial period of 30 days.
We are closely monitoring the situation, and take our advice from Public Health England and, on which areas of the world are safe to travel, from the FCO. For the latest information, the single best source of trusted and accurate information is the official Government website: https://www.gov.uk/guidance/coronavirus-covid-19-information-for-the-public
What happens if the tour I am currently travelling on is affected by coronavirus?
Success Tours provides 24/7 support for every tour in operation. As part of the Albatross Group, we also have a fully-trained crisis management team ready to deploy in the event of any serious incident or situation on any one of our tours, including any impact from coronavirus or any other health threat.
If you have any further questions or concerns, please email us at email@example.com