A message from our CEO, Steve Byrne

25 August 2020

I hope you and your loved ones are keeping safe and well.

In what has certainly been an ever-changing environment and a challenging time for many people, please do remember your Travel Counsellor is always at the end of the phone for a friendly chat.

As we head towards the light at the end of the tunnel, with the inevitable twists and turns that may also come along the way, it feels timely to share how we’re continuing to support customers to explore the world in safe and enjoyable ways.

I’m sure you’ll appreciate my honesty when I say that like many businesses we have felt the impact of the pandemic over recent months, but have used this time to do everything we can to bounce back better and stronger. Our ATOL-protected financial trust has protected us from the dramatic impact that many travel businesses are continuing to face, and we have taken sensible steps to ensure that we as a company are well placed to look forward to the future with confidence.

Throughout this time your Travel Counsellor has continued to run their corporate and leisure travel business from their home office – a flexible way of working that many of our customers have now taken advantage of too. As you know, working remotely isn’t a new concept for us. For over two decades we’ve empowered our business owners to work flexibly around their customers, recognising that showing true care to people should be a memorable experience that goes well beyond the 9 to 5.

As the world opens up for travel again, the round-the-clock care our Travel Counsellors provide has never felt more valuable, supported by a 24/7 Duty Office and a community of nearly 2000 fellow travel professionals. Your Travel Counsellor, alongside each and every individual in our community, remains focussed on keeping your health and wellbeing at the very heart of everything we do.

Naturally, you may have questions about travel at this time, and your Travel Counsellor will always make themselves available to talk through any queries you have, and will keep in constant touch about your current and future travel plans. As we’ve witnessed over recent weeks, travel advice can change quickly, so being able to rely on a hands-on, human travel expert offers welcome reassurance and peace of mind for everyone, as we take off to travel once more.

Whilst the airport, in-flight and in-resort experience may look a little different at the moment, both Travel Counsellor business owners and customers alike are reporting that enhanced wellbeing measures have made them feel safe and reassured when travelling abroad. Our customers are continuing to enjoy a well-earned break this year, with many more than usual in the UK of course, whilst protecting themselves and those around them, and many others are looking forward to an extra-special holiday in 2021 – an experience I’m sure you agree is well deserved for all.

As the situation progresses we are still continuing to support customers with amending their bookings, issuing credit notes and refunds, and although we still continue to deal with large volumes in comparison to the same time last year, you have my assurance that each booking will be attended to as soon as we possibly can.

So in the days and weeks to come, your Travel Counsellor will offer you the most flexible options on your trip and be your constant, ‘go-to’ guide for the latest travel advice, backed by a successful business providing the support and financial security to enable them to deliver an unrivalled level of care, kindness and personal attention to you.

Travel, after all, is one of life’s true pleasures. To be able to spend time within and beyond our shores, together with the chance to be with loved ones in an environment away from our homes has become a time to treasure. We’ve all missed these moments that matter in recent months, and the opportunity to make memories that will last a lifetime.

For our part, we’ll continue to keep our focus on caring for people – our Travel Counsellors, colleagues and customers - supporting you to explore the world in a safe, sustainable way, providing guidance, reassurance and a truly personal travel service, uniquely delivered by your trusted Travel Counsellor.

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