Due to the uncertainty in the world as a result of Covid-19 virus, we want to reassure our clients of the support we offer and that our continued high levels of bespoke service remain in such uncertain climates.
We are monitoring Foreign & Commonwealth Office advice on a continuous basis. Our highest priority is to protect the health and safety of our clients; if you are concerned about your upcoming travel plans please contact us or read the latest FCO advice on the link below.
If you have an existing booking with Carrier or are thinking about making a booking for the future, you can find more information below.
We are governed by FCO advice and will continue to amend holidays based on the FCO direction, which is currently against all but essential travel to all destinations indefinitely. We are now actively contacting anyone with bookings due to travel up to 30th April and thereafter on a two week rolling basis. This means cancelling or amending your planned holidays, continuing to explore the options open to you and be as flexible as possible.
Our recommendations for departures in May and June is now to encourage postponement. As above, we will work with you to ensure the best possible outcome and be as flexible as possible in amending arrangements. Carrier is in frequent contact with our partners to achieve flexibility regarding terms and conditions, rates, offers, inclusions and cancellations. The relationships Carrier has nurtured over many years allows us to personally discuss clients' individual requirements with key people in resort who are empowered to make the decisions.
If you are uncertain about travelling on a holiday already booked or booking a future holiday, we will go beyond to minimise any potential cancellation losses, we will always look to amend and transfer clients’ money over to a new booking or a new date where possible.
Carrier has always offered complete customisation and this includes flexibility with our terms and conditions. Times such as this certainly demonstrate the advantage of booking through a human or reputable tour operator. Whilst bookings come with the necessary legal small print, in practice we don’t hold clients to standard terms and conditions; offering flexibility with deposits and balance payments or due dates. We care about where you spend your time, but also your money. Financially protecting our clients is a priority, and wherever possible we allow you to amend or cancel free of charge based on an agreed balance due date. Each booking is unique and bespoke and we offer a one-to-one personal service, tailoring terms and conditions to suit the individual wherever we can.
Carrier is a member of ABTA, abiding by the ABTA Code of Conduct you can be confident and trust you are booking with a reputable travel company. You’ll also be reassured to know that package holidays sold by Carrier are financially protected by ABTA’s financial protection scheme as well as ATOL which covers all flight-based packages.
This security means if the company fails and your holiday can no longer go ahead you will be entitled to a refund if you are yet to travel, and hotel costs and flights home if you are abroad. It’s worth remembering if you book your own flights directly with airlines they are not protected under the ATOL scheme.
Carrier, along with our parent company Kuoni, are also part of a much larger international food and travel retailing group, REWE and their travel division, DER Touristik. Founded in 1927, REWE Group operates about 15,600 stores in 22 European countries and have been active in the travel and tourism sector since 1988. Now with a total of 17 tour operator brands and around 30 specialists including Carrier.
Being part of a leading pan-European travel company and a larger group gives us the financial support and leverage to achieve even more with regard to quality and terms.
During this period of uncertainty we understand clients may have concerns about travelling in the near future. We will always look to amend or reschedule your holiday, if you are unsure about a preferred departure date we can also issue a Refund Credit Note that can be used to book another holiday at a later date.
This credit note is protected by ABTA/ ATOL if your original booking had that protection, so you would be reimbursed if the travel company failed. This protection will last until 31 July 2020 at the latest at which point, if you have not used the Refund Credit Note to book, you will be entitled to a cash refund.
The Carrier head office is currently closed, hopefully you won’t notice any difference as we are well set up to work remotely and are confident we are operating effectively. We are also taking advantage of the Coronavirus Job Retention Scheme (the government measure granting a temporary leave of absence whilst retaining 80% salary). This does mean temporarily reducing the size of our team while some employees are ‘furloughed’. Please be assured that we will continue to operate all phone lines and the same levels of highly bespoke service, knowledge and expertise remain.
The spirit of our culture; to ‘look beyond’ and ‘it’s about how we make people feel’ has been so evident over the last few weeks and this spirit and empathy will continue over the coming months ahead. If you do use this time at home to dream about your next escape (we all crave that much-needed anticipation which gives us something to look forward to), don’t feel you have to navigate hundreds of websites and holidays on your own in this current virtual world with no expert advice. Pick up the phone, drop an email or chat with any of us here, we are still on hand to provide personal advice and recommendations, to answer any questions you may have or to provide a bit of human connection to the outside world.