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DEAR VALUED ASHDOWN TRAVEL CUSTOMER... We do hope you and your families are staying safe and well during these unprecedented times? On the 17th March 2020 the UK government announced that they were recommending a closure of all non-essential overseas travel. That triggered a gradual shut down of all aviation, cruise and hotel operations worldwide. While the Travel Industry has faced many challenges over the years it was clear that this was going to be something on a whole new level. Our immediate priority was to bring home all passengers that were still overseas before commercial flights were stopped, and we were relieved that by Saturday 21st March everyone was home safe and well. With the government advice to work from home, on the 23rd March we implemented our remote working strategy which allows our team to do everything they could in the office
from home. So far this has proved very successful with us managing to maintain the high level of service to which you have become accustomed to. Our main telephone number is updated each morning with the direct dial and email address of the staff that are available that day and we expect to continue to make use of the government furlough scheme over the summer months, for some staff. The second priority was to work with all customers that had holidays booked that were due to depart in March, April and May. I am delighted that we were able to amend the departures to a future date or discuss with clients on an individual basis to work out the best solution for their own needs. Whilst refunds are taking considerably longer than normal due to the sheer volume and backlog, we are working continuously with the Operators to ensure that these are expedited as quickly as possible.
If you have a booking that is due to depart later this year then we are working through these in date of departure order and as and when the information from the government and operators becomes clearer, then we will be in contact with you personally, in due course, to discuss the options that are available. We understand that you might be postponing your travel plans for now and we encourage you to make informed decisions that are right for your needs. However, when you are ready to continue exploring the world then it will be our pleasure to welcome you back in the shop or talk remotely to discuss your plans. C
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AS AND WHEN THE TIME IS RIGHT, IT IS OUR INTENTION TO REOPEN THE SHOP! In anticipation, we are already in the process of implementing the appropriate social distancing measures. Each desk in the sales area will be more than 2 metres apart, which is the government recommendation, and we will be installing protective screens and hand sanitising stations for your complete peace of mind. For everyone’s safety the number of clients in the shop at any one time will need to be limited, therefore an appointment basis is likely to be in use. It is also our intention to be able to communicate using video conferencing on an appointment basis, in addition to our regular telephone and email channels.
SO WHAT NOW... WHAT WILL THE FUTURE HOLD? The immediate future will see a slow opening of countries borders and airlines, hotels and cruises will gradually resume operations. Only time will tell as to what measures will need to be
adhered too, however exploring the world will return and “we are ready when you are, to assist you further”. It is clear however that having flexibility around terms and conditions of new bookings is paramount. We are in discussions with some of our most trusted partners that will allow you to make a new reservation, yet have the option to walk away with a refund of your deposit and have no further commitment as long as you notify us by a specified date, agreed at the time of booking. The wonderful countries that you have enjoyed visiting over the years will be more welcoming than ever for your valued custom, and we are confident that your health and safety will be of paramount importance to them. We are starting to see some fantastic offers come through for future travel, especially for cruises. I am sure that to entice you to start thinking about booking again, hotels and airlines will follow suit. Again, we are looking to work closely with a few key suppliers so that should a better offer be released for your dates after you have booked, then this can be retrospectively applied to your reservation. Our commitment to providing you with the highest level of service is at the heart of everything we do. Going forward this will not change and the feedback we have received from you all has been overwhelmingly positive during this pandemic and for this we are eternally grateful. Ashdown Travel has traded successfully for 40 years and with your highly valued custom we can hopefully continue to do so for many more years to come.