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Our response to Covid-19 

In 35 years of enabling travellers to experience our extraordinary world in the most wonderful ways, we could never have imagined that travel, often the most precious thing in our lives, would be paused on such a global scale. Like us, we hope you take comfort in knowing that this is all only temporary and when the luxury of travel returns, we are here to support all of our clients and partners in helping you to make the best possible decisions around your travel plans with complete customisation and flexibility around terms and conditions.

The spirit of our culture; to ‘look beyond’ and ‘it’s about how we make people feel’ has been so evident during this crisis and this spirit and empathy will continue over the coming months ahead. Our teams have been relentlessly focused on ensuring the safety and well-being of our clients, alongside maintaining our long standing history of operational and service excellence. This pandemic has certainly exposed the value of human connection in travel and the benefits of a personalised and bespoke service. Each booking at Carrier is owned and managed by one person in our highly skilled team, so they have a wealth of knowledge and contacts on any single booking. They also have the autonomy to allow dynamic supplier negotiations at point of call, which has meant we have been able to act with speed and secure outcomes within the best interest of each individual client. We have maintained call handling standards, with wait times of less than 20 seconds, communicated with all clients due to depart within 10 weeks, issued refunds within the 14 days required by the Package Travel Regulations and have a high success rate in amending and re-booking holidays for 2021 at the same price if not less.

Our commitment to uncompromising excellence amidst these uncertain times was recently recognised by Which? The independent consumer body championing the cause for consumers, listed Carrier as one of the specialist and smaller holiday firms who is leading the way during Covid-19; abiding by the law and looking after their customers’ interests.

Click here to read the Which? article

We will continue to do everything we can to take care of our clients, colleagues, partners and community; staying curious, positive and connected. For guidance on existing bookings with Carrier or if you are thinking about making a booking for the future, read below for more information…

Existing bookings

We are governed by and continue to monitor Foreign & Commonwealth Office advice and will amend holidays based on the FCO direction, which is currently against all but essential travel to all destinations. We have proactively contacted anyone due to travel in the next 10 weeks, cancelling or amending your planned holidays and exploring all the options open to you whilst being as flexible as possible.

For departures outside of 10 weeks, we understand you may have concerns or questions about your travel plans and our team are always available to speak with you and help guide you through these uncertain times. 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. We also recommend checking the latest FCO advice on the link below.

FCO Advice

New bookings – we’re ready when you are

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.

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.

Confidence & Security

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ABTA & ATOL bonded

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 a company failed and your holiday could no longer go ahead you would be entitled to a refund if you were yet to travel, and hotel costs and flights home if you were abroad. It’s worth remembering if you book your own flights directly with airlines they are not protected under the ATOL scheme.

Uncompromised service

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. You will always have a personal contact to speak with about your plans and our 24/7 emergency number while you are travelling.

Parent company

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.

We'd like to thank you for your love and positivity

“You guys have been absolutely fabulous - I breathe a sigh of relief when I see the next booking on the list is with Carrier”

“Carrier have been the only operator that have re-booked the holiday for 2021 at the same price, great service from them, they’ve been exceptional”

“Carrier have been outstanding in their service, no-one else even comes close”

“Just to offer our thanks to you all  for the hard work and professionalism you have shown over these difficult times. Thanks too for the full refund which is very much appreciated. Please rest assured that just as soon as the situation improves and people can fly and travel again we will be straight back to re-book the holidays that were cancelled and add more from our wish list”

Stay curious / Armchair travel inspiration

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