Travelling this Week

20th December 2010

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UPDATE: Monday 20th December 11.30

Exodus Statement 20 December 2010

We are very sorry if you were unable to travel on your scheduled flight over the weekend of 18th and 19th December. The disruption to many British airports had a massive impact on what was one of the busiest weekends of the year for departing Exodus clients. Although we drafted in extra staff on Saturday and Sunday it was simply not possible for us to deal with the volume of calls we received, and it was equally difficult to get reliable and up to date information from the airports and airlines. This is not the sort of client service we aspire to and I would like to apologise to anyone who struggled to make contact with us.

Due to the time of year and ongoing extreme adverse weather conditions, we expect the vast majority of flights to be fully booked for many days to come. This will mean that most of you will not be able to complete your holidays.

Flight Inclusive Passengers: If you have been unable to travel we will do our best to offer you a suitable alternative Exodus holiday in the future. You may transfer your money towards the cost of that holiday and we will simply refund any surplus, or charge you the difference if the new holiday is more expensive than the original. As a gesture of goodwill, we will also offer a discount of 5% off the holiday price if you re-book before the 15th January.
(Please note that this offer is only open to clients who were unable to travel due to the weather conditions over the weekend of the 18th and 19th December).

If you cannot find a suitable alternative holiday we will happily refund flight inclusive package clients the full invoiced amount of their holiday. While the office will be open over the Christmas period, due to the volume of clients we are currently trying to assist and the ongoing operational problems, it is unlikely to be possible to process refunds for the majority of passengers until the first week of January. We do apologise for this potential delay but we guarantee to refund as soon as we are able to in January.

Our sales staff will be available on the following dates over the holiday season to check availability and help you choose the holiday that is right for you: 21-24 Dec, 27-31 Dec, and 2 Jan onwards - for full opening times, please see our News page. 

Land Only Passengers:  Customers who booked on a Land Only or 'no flights' basis who were unable to travel should contact their insurance company to discuss any claims.

We are all very sorry for the disruption, frustration and disappointment that this period of extreme weather has caused and hope that you all manage to get away on holiday at the earliest possible opportunity either over the next few weeks or later next year. 

Peter Burrell
Exodus Managing Director

Download the above statement

If you were unable to travel over the weekend

If your flight was cancelled or severely delayed (12 hours or more) over the weekend, where the airline was unable to offer you an alternative, and you no longer wish to travel, please call Exodus on Monday or Tuesday so we can discuss your options. See below for contact details.

For those that would like to continue with their travels over Christmas we will endeavour to rebook customers on later flights during Monday and Tuesday to join their tours. However, it should be noted that due to the time of year and expected backlog it may prove extremely difficult to find the necessary space on flights. Please call our Customer Operations number on Monday (see below).

If you are due to fly from Monday onwards

Please check the status of the flight with your airline as early as possible, and before you leave for the airport. The most up to date information will be found on the airline’s website or by calling them directly. Please leave plenty of time to get to the airport, as journeys may take substantially longer than normal.

Contacting Exodus about delayed travel

Due to a very high volume of passengers travelling over the weekend of 18/19 December we are doing our best to cope with the volume of calls. We thank you for your patience. 

From Monday morning, please call our Customer Operations Team on 0845 863 9643 for assistance. 

*****

We are extremely sorry that so many customers are experiencing frustrating delays and cancellations currently, and will do everything possible to reinstate flights and keep tours operating over the Christmas period.