Luxury operators are taking a flexible approach to clients with bookings to the Middle East to help agents retain the business.
Carrier Managing Director Natasha Towey said Carrier teams are contacting clients due to travel to or transit the Middle East up to the end of May to ‘discuss all available alternatives’ including amendments, rebooking, a refund or credit.
She said most are opting to amend their trips or accept credit rather than cancel outright.
“We are working closely with suppliers and airlines to negotiate alternative travel dates wherever possible – something that ensures clients feel supported while also helping agents retain their bookings,” added Natasha.
Carrier is also offering clients with bookings to Oman alternative holidays, despite the fact the Foreign Office (FCDO) is not advising against travel to the country.
“While the FCDO has not advised against travel to Oman, we do not feel it is appropriate to send clients at this time, and we are offering the same entitlements as we are for UAE bookings, even though there is no regulatory requirement to do so,” said Natasha.
Carrier is taking the same approach to bookings that ‘fall outside Package Travel Regulations’, such as accommodation-only. “We are still supporting clients wherever possible with amendments or credits and assisting agents in sourcing additional accommodation or alternative flights,” added Natasha.
“Where airlines do not step in, we will take responsibility for getting clients home, including extended accommodation support where necessary and co-ordinating with hotels to secure additional rooms. Communication with our agent partners has been continuous.
“Over the weekend, we were in direct contact with all agents with clients in the region to confirm their clients’ safety and share FCDO guidance.”
Exoticca is also allowing customers travelling imminently to Saudi Arabia, Jordan and the UAE the option of a refund or credit, and it is offering alternative routes or a refund to customers to destinations via the Middle East.
UK and Ireland MD Neil Sealy said Exoticca is offering flexibility to those travelling imminently to destinations such as Turkey and Egypt, even though there is no Foreign Office warning against travel. “We are offering credit towards a future trip or alternative destination if they don’t wish to travel,” said Neil.
Exsus Travel Head of Product Amanda Springer said the operator is contacting clients with bookings up to the end of March ‘due to the chance this conflict could go on for four to six weeks.’
“We are being flexible wherever possible, allowing clients to postpone, or even in some cases, if suppliers permit, allowing them to cancel their trip,” she said.
As regards destinations such as Turkey and Oman, Amanda said: “If FCDO advice permits travel and flights are scheduled, then in theory, normal cancellation fees will apply. However, we are happy to work with our clients to find solutions and minimise cancellation charges if possible or postpone their trip.”
Inspiring Travel Managing Director Lisa Smith said the operator has contacted all clients in resort ‘multiple times, and all agents with customers due to travel in the next seven days have been contacted.’
