ALFA TRAVEL UPDATE
We are aware of some reports in the media about the ability of travel business to be able to continue to trade due to the current outbreak. We are a financially strong business and fully intend to be welcoming you back on holidays once the outbreak has passed! For peace of mind, we are fully bonded tour operator members of the Association of British Travel Agents, so you can be sure that all payments made to us in advance of your Coach and Self Drive holidays are fully protected. ABTA have also extended this financial protection to credit notes issued up to 31 July 2020.
From Monday 23rd March we will be opening the call centre remotely from 10 am until 4pm Mon – Fri only to allow us time to process the administrative side of these bookings during the course of the working day.
We would therefore ask that if your holiday is due to depart from May onwards that you do not call us at this time but contact us via email at [email protected] if you have any other queries. We are constantly monitoring the government advice and if we need to extend the current period of closure beyond the 30th April, we will communicate this to our customers in advance of the two week balance due date.
Currently all our tours departing from the 1st May 2020 are scheduled to operate as planned. We understand that this is a worrying time for everyone and as a result with immediate effect, we are reducing our balance due dates to two weeks prior to departure until we are fully operational again. This is to give our loyal customers the reassurance that they will not be asked to pay their final balance until they know that their holiday will be going ahead.
If your holiday was departing before 30th April, we have written to you advising that all our holidays have had to be suspended during this period and we’re aware that we asked you to call us. However, all of our team now have to work remotely, due to the fact that our head office call centre is now temporarily closed in order to observe safe social distancing and government advice to stay at home; therefore we would really appreciate your cooperation in terms of expectations on time scale for returning your calls. Please note that whilst the office is closed that we are unable to process paperwork as we unfortunately have no access to print or postage facilities, although we are still able to post out credit notes via our mailing house, whilst they continue to be open. If you are unable to get through, please email [email protected] and one of our reservations team will give you a call.
Please rest assured that the safety of our customers and our employee owners is of paramount importance to us. This is why we took the decision following the Prime Minister’s announcement on 16.03.2020 around social distancing measures and avoiding non essential travel to return our tours home early, thus allowing our customers the chance to stock up and prepare for the social distancing measures which had been announced.
As an employee owned business, each and every one of us have been overwhelmed by the fantastic messages of support and thank you for bearing with us as we work our way in date order through contacting customers within the period during which our holidays are suspended.
Please look after yourselves and stay safe and why not join the Alfa Travel Community Group on Facebook, to stay in touch with your fellow passengers and news and activities from us during these unprecedented times. We look forward to welcoming you back on board and in our hotels later in the year!
Very best wishes
The Alfa Team