CI Travel Group, which deals locally with a number of brands including Bontour and FlyDirect, has started issuing cash refunds to clients whose holidays have been cancelled because of covid-19.
Where some or all of the booking can't take place, the Channel Islands tour operator is offering the opportunity to amend trips free of charge or get a full cash refund.
"The safety of our customers is at the forefront of everything we do and these unprecedented times have resulted in difficult decisions which may have led to disappointment for those who have had holidays cancelled," said Managing Director, Robert Mackenzie.
"As a company, we feel that issuing cash refunds is the right thing for our clients, making the process simple and easy for them whilst maintaining relationships and trust."
The long standing tour operator has more than 40,000 clients each year with their travel plans, and brings holidaymakers into the island via GuernseyTravel.com.
Given the volume of bookings having to be managed by the local team, the company initially offered credit notes until it could offer cash refunds.
The team is working through bookings in date order and this policy will remain in place for all future bookings affected by the pandemic.
"We hope this reassurance means that our clients will come back to book with us again, in their own time, when consumer confidence returns," Mr Mackenzie added. "This may be for later this year or even for 2021, which is already on sale for some brands, offering more flexibility and choice."
The CI Travel Group customer service team is working from home and is available to help with any queries between 09:00 and 14:00 from Monday to Friday.
Emails to firstname.lastname@example.org is the team's preferred means of communication at the moment, while phone lines are busier than usual.
Pictured top: Guernsey Airport.
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