Serenity Holidays put customers first with refund policy.
Our customers have always been at the very heart of our operation and we will continue to put our customers first. Throughout these difficult times, we adhere strictly to the principals on which we were founded 33 years ago; we are a trusted, successful company with strong ethical values and we pride ourselves on our exceptional customer service. We would like to reassure our customers that these are at our core and that will not change.
When the Foreign, Commonwealth and Development Office on 17th March, advised against all but essential travel, our first task at Serenity Holidays was to contact the many customers we had overseas in The Gambia, Goa and Cape Verde and to bring them all safely home. This was a huge team effort, carried out whilst at the same time contacting and helping our customers who had imminent travel plans with us.
Over the past few years, we have faced many serious events in the travel industry and we are well versed in emergency situations, but nothing on the scale of the recent Covid-19 global situation. It is quite simply something the like of which no-one has faced before.
This pandemic has had a huge effect on everything we are familiar with, the impact on everyone’s day to day life cannot be overestimated and our deepest sympathies go out to anyone who has lost a loved one, friend or colleague. It's caused significant hardship for our industry, including our committed team devoted to delivering exceptional holiday experiences. We had to furlough some of our team members, which left us with a reduced staff, working at home, to respond to your emails and phone calls. Now that things have calmed down slightly, we're happy to tell you that our call response times are generally under one minute.
Our policies for customers who do already have travel arrangements with us, are customer friendly and in line with regulatory requirements. Any customers with imminent travel plans whose holiday we are unable to operate can transfer their holiday to a later date, receive a credit refund note to the value of their current booking, or alternatively receive a full refund under the current Package Travel Regulations 2018. Many of our customers have transferred their holidays to later dates and we would like to extend our heartfelt thanks to those customers who have chosen this option. Whilst due to the Foreign Office’s current recommendation, we cannot provide actual holidays at this current time, we can still provide you with our exceptional customer service on any future booking.
We appreciate that future travel may not be your highest priority at the moment however when the time is right for you, we are here to arrange relaxing or adventurous experiences to The Gambia, Cape Verde, Goa, Corsica and Sardinia. For our customers who want to have a holiday to look forward to, we are ATOL and ABTA protected, which means your money is safe.
We really do appreciate your loyalty and the trust you place in us as your chosen tour operator and we look forward to providing more superior service to you all for many more years to come.