UK Airport Disruption.

26th April 2010

MONDAY 26th APRIL 2010

Now that airspace is open, and air travel is attempting to return to normal, Exodus are primarily concerned with bringing our stranded passengers home from overseas.

Passengers trying to return to the UK

Exodus is offering regular updates to its overseas partners and is working on return travel plans for all passengers overseas. We have asked our local partners to ensure that you are given all relevant information about the current proposal for return travel. The attached letter has been sent to all our partners at 12 midday UK time on Thursday, and should be passed on to you at the earliest opportunity. 

Exodus policy for covering expenses

For Flight Inclusive clients who have bought your holiday and flights from Exodus, if your flight is delayed we will ensure that you are provided with accommodation until you are able to return to the UK. Food will be provided on the same basis as your last included night of the tour.

Anyone wishing to travel home by any method other than with their original airline should note that Exodus will not be able to cover any of these costs, and any decision to travel in this way is done at our passenger's own expense and risk. 

Refunds on unused tickets. If you have returned to the UK and not used the homeward leg of your original flight, we can process a refund for you as long as your return leg is cancelled with the airline before the date currently booked for travel. Please email us on cancellations@exodus.co.uk and we will process the refund for you. This will normally take 7 to 10 days. 

For Land Only clients who have bought a tour but not flights from Exodus, our local team will look after you and offer the same advice and services as the rest of the group, however you will need to pay your own accommodation and food expenses. 

Leaving the UK

Passengers who have had flights cancelled.
Exodus has been contacting all those passengers who were due to depart on the affected days to discuss their options. If you have not heard from us, please contact Exodus. 

If were unable to join your tour due to a cancelled flight

For Flight Inclusive clients who have bought your holiday and flights from Exodus, and are unable to join the tour due to cancelled flights, you can transfer to another Exodus holiday of your choice at a later date, or request a full refund.

For Land Only clients who have bought a tour but not flights from Exodus, we cannot offer a full land only refund, unless the entire tour is cancelled due to no passengers being able to join the tour. Exodus will however be able to offer any recoverable costs if a request is made to our customer services team (customerservices@exodus.co.uk)

Will we cancel the tour? We usually have overseas passengers who won't be affected by the disruption, which means that most tours will be going ahead with or with out those travelling from the UK.

Contacting Exodus

Exodus Customer Operations

Tel: 0845 863 9643 or 0044 20 8772 3747. 9am to 6pm Monday to Friday, and 9am to 4pm Saturday (UK time).

Out of hours cover. TUI Customer Operations
24 hours. Tel: 01582 644 100 or 00 44 1582 644 100

Quote from 'The Times on Sunday' (16 May 2010)

Jane Foster, of Evesham, Worcestershire, writes: "We were caught up in the flight disruption caused by the volcanic ash cloud and stranded in Madrid after a holiday booked with Exodus. Not only did Exodus get us a booking on an early flight once things started moving but immediately offered to refund our accommodation and breakfast costs. We sent our receipts by e-mail, received confirmation of the refund amount on the same day, and a cheque within three days. Exodus is a role model for excellent customer service that deserves recognition."