Upmarket operator Carrier has created a Certainty Promise, formalising its commitment to customers and giving agents greater confidence and clarity.
The operator said it’s launched the Certainty Promise following lessons learned during the recent disruption across the Middle East as a result of the US-Iran conflict.
It said the experience reinforced the importance of flexibility, personal accountability and rapid decision-making during periods of uncertainty, adding these principles ‘now underpin a strengthened, long-term approach designed to support both agents and their clients at every stage of the journey’.
Although the UK Foreign Office (FCDO) has lifted its ban on travel to Middle Eastern destinations including the UAE and Qatar, Carrier said ‘global travel can still feel unpredictable at times’ adding it wanted to ‘give agents reassurance that their clients are fully supported, while reducing complexity and uncertainty throughout the booking and travel experience’.
A key feature of the Certainty Promise is price clarity and the promise that, once a booking is confirmed, it will not apply fuel surcharges or additional flight costs. The agreed price remains unchanged unless amendments are made, giving agents and their clients confidence and eliminating unexpected costs.
Also included is the promise not to charge amendment fees prior to departure, passing on only unavoidable supplier costs transparently.
In the event of disruption, Carrier will secure suitable alternatives wherever possible. If travel cannot proceed, cancellations will be handled efficiently, with refunds processed promptly, saving agents time and removing complexity.
All elements of the journey, including flights, accommodation, transfers and experiences, are managed by Carrier as one seamless itinerary. Agents benefit from dealing with a single, accountable partner.
Each booking is overseen by experienced travel professionals, rather than via call centres or automated systems. Agents have direct access to experts who understand every itinerary in detail and are empowered to take ownership, resolve issues quickly and support both agent and client throughout.
Carrier Managing Director Natasha Towey said: “When disruption happens, travellers don’t remember the policy wording. They remember whether somebody picked up the phone, solved the problem and took responsibility.
“And that’s what our Certainty Promise is designed to guarantee. The past few months have reinforced something we’ve always believed: luxury today isn’t simply about where you stay, it’s about having experts in your corner when things don’t go to plan.”
