Book with confidence

16 April 2021

Doing the right thing by our customers, our people and the communities we work with and travel to is how it's always been at Travel Counsellors.

When you book with your Travel Counsellor, you’ll always have someone to turn to – no ifs or buts.

Here are the reasons why when you book with Travel Counsellors, you can book with confidence:

1. Personal, Caring Service

Your own independent travel consultant looking after you – you'll never be passed from pillar to post. Your Travel Counsellor will personally and proactively manage your travel arrangements.

“My TC’s customer service and personal touch from my first message, to the phone call and then the video appointment and the booking of my dream trip is second to none. I would highly recommend them and look forward to dealing with them on all aspects of my future trips.”

Susan Hedges, Travel Counsellors customer

2. Expert Travel Guidance

An experienced travel professional to guide you through current travel restrictions. Your Travel Counsellor will provide you with tailor-made, personalised advice, recommendations and support.

“Travel Counsellors have been amazing with all our travel requirements this year and has handled the changes Covid has thrown at us so well. My TC is kind, patient and so knowledgeable. I plan to book all future holidays with them and would recommend anyone to do the same. You can book in total confidence knowing they will be with you every step of the way.”

Laura, Travel Counsellors customer


3. Covid-19 Insurance & Hassle-free Changes


Covid-19 insurance

What is it? Important.

You must take out travel insurance as soon as you book your next trip. Your Travel Counsellor will be pleased to talk through the enhanced travel insurance options provided by our partner, Rush Insurance, underwritten by tifgroup.

Why it matters: 

You’re covered before you travel, should you need to cancel your trip due to:

Contracting Covid-19 before departure

Having to isolate due to a positive diagnosis

Being refused boarding at your UK airport due to showing positive symptoms (and this is supported by a positive diagnosis)


You’re covered during your trip should you fall ill with Covid-19:

Curtailment cover available if you need to cut your journey shorter

Medical Cover is available if you become ill with Covid-19 whilst overseas

Insurance also covers cruises and repatriation


You have further options to choose from, including:

Cover to protect you if you are denied boarding on your return journey, due to displaying symptoms, such as a high temperature

If purchased, this will provide cover for any extra nights’ accommodation required and return transport back to the UK



Solo travellers


Families, with free cover for children up to 18 years

Single-parent families

Unaccompanied children aged 2-18 years

Passengers with pre-existing medical conditions, subject to a complete medical declaration

Insurance cover is available on single trips with no upper age limit, and on annual trips for passengers up to 79 years


Terms and Conditions:

Please see Policy Wordings for full details: Premier, Premier Plus and LongStay/Backpacker

This is a travel insurance policy and not a private medical insurance. This means there is no cover for any medical expenses incurred in private medical facilities if we have confirmed that medically capable public facilities are available

There is no cover on any of our policies if you travel against the Foreign, Commonwealth and Development Office (FCDO), government, local authority, or medical advice.


Contact your Travel Counsellor today to discuss the travel insurance options available to you.


Hassle-free changes with our ‘Flexible Promise’

What is it? Greater flexibility to make amendments to selected Travel Counsellors holiday packages without any penalty.

Why it matters: If Covid-19 disruption strikes, you’ll be able to change your holiday to different dates or destinations without having to pay for the arrangements to be made – we’ve waived my usual amendment fees.


Terms and Conditions:

Valid at any time up to eight weeks before departure

Applicable on selected new Travel Counsellors Package bookings made under our ATOL 6751 (see Booking Terms) for travel within 12 months of the booking being made

Your revised travel date must be within 11 months of the original departure date

Excludes packages on low-cost airlines and cruises

Any additional costs between the original travel costs and those of the amended travel arrangements will be payable


Your Travel Counsellor can confirm whether the Flexible Promise applies at the time of booking.


Quarantine Rule Pledge 

Valid for all new bookings from 1st April 2021. If you book a Travel Counsellors Package (TC Package) and restrictions are enforced upon return into the UK within seven days of departure, resulting in the need for you to quarantine in a hotel, we will waiver all amendment fees* and offer you one of the following options:

*Waiver of amendment fees refers to our TC Package amendment fee of £50.00 found in our terms and conditions charges may apply.

“We booked a villa with our Travel Counsellor [who] explained everything we needed from PCR or Antigen test to the Radar app. They also sourced a local chemist that could provide the test and certificates we need to fly and stay. What a relief this has been for us. That’s what you call service.”

Tracey White, Travel Counsellors customer


4. 100% financial protection

Our independent Financial Trust and ATOL bond offers 100% protection on every element of your booking. 

Our Trust Account

What is it?  A separate Trust Account, where any monies you pay towards the cost of your holiday package will be held from the day that you pay, protecting them immediately and remaining untouched until after your safe return from holiday. Whilst many companies offer this, our trust differs because it is fully independently managed; this is what effectively guarantees consumer protection and ring-fences your money from that used to run our business.


Why it matters:

You’ll have the highest level of financial protection available on the market

Your money will be fully protected and accessible in the event of a supplier failure

Unlike other travel companies, you’re covered no matter whether you have booked a package holiday or just a flight, hotel stay, car hire or even airport parking

You’ll have support to minimise disruption if you’re already abroad

If you aren’t able to travel, a full refund for the cost of your holiday will be provided.



What is it? A financial protection scheme protecting most air package holidays sold by Travel Counsellors, run by the UK Civil Aviation Authority (CAA), and backed by the UK Government. For every passenger Travel Counsellors carries, we make a payment to the scheme which is held in a fund managed by the Air Travel Trust.

Why it matters: If a travel business with an ATOL ceases trading, this fund is used to repatriate or reimburse the cost of repaying for the affected parts of your trip. You’ll have support to minimise disruption if you’re already abroad. If you aren’t able to travel, a full refund for the cost of your holiday will be provided.

All offers and policies may be withdrawn at any time and are subject to confirmation at the time of booking.



“Travel Counsellors have been amazing in organising our previous trips but our TC has been exceptional this year in arranging a full refund for our cancelled trip. We don’t know what we would have done without you - you have saved me so much time and stress and we will be booking for 2021 soon. We cannot recommend you highly enough. Thank you.”

David Maurer, Travel Counsellors customer



5. Someone to Trust with your Holiday Plans

Throughout this period the positive feedback from our customers, who have been able to regularly speak directly to their personal Travel Counsellor, really does highlight that now more than ever, trusted relationships matter. So much so that Travel Counsellors has been named MoneySavingExpert’s number one travel company for looking after customers during the COVID-19 pandemic three times, and is rated 4.9 stars out of five on the global customer review platform, Trustpilot.

If your plans need to change for any reason you can always rely on the personal touch from your Travel Counsellor, who will proactively manage your travel arrangements – whether that’s to amend a booking or ensure you return home quickly and safely when you need to.


As always, we are here to help you plan your next adventure, and ensure that when the time is right, you can enjoy a well-deserved break away, or a trip to do business again, safe in the knowledge that when you book with Travel Counsellors, you can book with confidence.

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