18/04/2020
A message to all our customers
We sincerely hope that you are staying safe during this difficult time.
We are aware that our customer service in late March and early April has not been up to our usual standard.
We are really sorry for that.
On 23rd March, when the country went into lockdown, all our customer facing staff in our 650 shops, more than 5,000 people could no longer work from their branch.
We have worked really hard to make sure that as many of them as possible now have the correct equipment so that they can work from home and continue to support our customers.
As of today we have more than 2,500 people looking after your bookings and we plan to increase this number as time goes on.
So from now on we would be very grateful if you have any queries that you contact your local branch by email.
We will acknowledge your email promptly but please bear with us as we are trying to make sure that we look after those most in need first.
Thank you for your continued support and all the wonderful messages that we have received acknowledging that it has been quite a year for us, taking over Thomas Cook branches last October and now facing the challenges that we have today.
We really appreciate it.
Please continue to take care and stay safe.
With very best wishes,
John and Irene
