Halsbury Travel Group レビュー 234

Halsbury Travel Group からの回答

2023年5月9日

Hi Helen,
We’re really sorry that we had to cancel your daughter’s ski trip at such short notice, we do understand how upset she must be. Unfortunately, when we came to do the final checks for the trip, it was discovered that an administrative error had meant that the coach was not confirmed. Our team worked really hard to source alternative transport but were ultimately unsuccessful and we had no choice but to cancel the trip. We apologise unreservedly for this. A full refund and additional compensation has already been paid to the school to be distributed among affected families. - Anna

Halsbury Travel Group からの回答

2023年5月2日

Hi Tim,

We are truly sorry that this happened. The school have been paid additional compensation on top of full refunds as we recognise the impact this had on young people, their parents and their teachers.

This is the first time an incident like this has happened in almost 40 years and we are determined to make sure it doesn’t happen again. We have since carried out a full review of our internal processes and implemented additional mandatory measures that will ensure the same issue doesn’t occur in the future.

Thank you,
Kylie

Halsbury Travel Group からの回答

2023年5月9日

Hi Emma,

We’re really sorry that we had to cancel your nephew’s ski trip – we know how much he and his friends must have been looking forward to this trip and we apologise unreservedly for having to disappoint them at the last minute. Unfortunately, when making the final checks before trip departure, an administrative error was discovered and, although we tried every avenue available to us to source alternative transport, we were ultimately unsuccessful. As soon as the error was discovered, we conducted a full review of our procedures and have implemented a number of measures to ensure that this situation does not happen again. A full refund and additional compensation has already been paid to the school to be distributed to affected families. - Maria

Halsbury Travel Group からの回答

2023年5月15日

Hi James,

We’re really sorry for the cancellation and understand the upset and frustration this has caused.

A full refund plus additional compensation has been paid to the school, to be distributed to the affected families. We know that this doesn’t minimise the disappointment but we hope it goes some way to acknowledge the impact this situation had on young people, their parents and their teachers.

This is the first time an incident like this has occurred in nearly 40 years of running successful school trips and we are determined to make sure it doesn’t happen again. We’ve already carried out a thorough review into our internal processes and implemented additional mandatory measures that will ensure the same issue doesn’t occur in the future. - Anna

Halsbury Travel Group からの回答

2023年5月10日

Hi Julie,

We apologise unreservedly for having to cancel your child’s school trip, we do understand how upsetting this situation must have been for them, especially as this was to be an exciting experience ahead of exams. When we conducted the final checks before the trip departure, we discovered an unfortunate administrative error that meant that the coaches were not confirmed. Our team then tried every avenue available to us to source alternative transport but were ultimately unsuccessful. We have provided a full refund plus additional compensation to the school to distribute among affected families. We have also conducted a thorough review of our processes and have implemented new measures to ensure that this situation does not happen again. - Anna

Halsbury Travel Group からの回答

2023年5月24日

Hi Sarah,

We apologise unreservedly for having to cancel this trip, especially at such late notice. We do understand the frustration and disappointment this will have caused students, parents and teachers.

As you mentioned, a full refund plus additional compensation has been paid to the school to be distributed among affected families. We completely understand that this does not make up for the upset caused but we hope it does go some way to acknowledge the impact that the situation has had on the children and their families.

In nearly 40 years of providing successful school trips, this is the first time that a situation like this has arisen and we are determined to avoid it happening again in the future. We have already conducted a full review into our internal processes and implemented a number of additional mandatory measures that will ensure the same issue doesn’t occur in the future. - Maria

Halsbury Travel Group からの回答

2023年5月15日

Hi Chloe,

We’re really sorry that we had to cancel this trip, we know how upsetting the situation must have been for your daughter, her friends and their teachers.

Unfortunately, we were made aware of the issue as we were doing the final checks before trip departure. As our relationship is with the school, we informed them as soon as we were alerted to the issue, providing a full explanation while our team tried every avenue available to us to source alternative transport. Ultimately, we were unsuccessful and we apologise unreservedly for having to cancel.

After nearly 40 years of delivering successful trips, we would like to reassure you that this experience does not reflect our service. As soon as the issue was discovered, we conducted a thorough review of our processes and implemented additional measures to ensure that a similar incident does not happen again.

All customers have received a full refund plus additional compensation. - Anna

Halsbury Travel Group からの回答

2023年5月24日

Hi Julie,

We’re really sorry that we had to cancel this trip, we know how upsetting this must have been for the children, especially at such late notice.

We were made aware of the issue when we came to do the final checks before the trip departure and our team worked tirelessly to source alternative transport, although ultimately this was unsuccessful.

As you mentioned, a full refund and additional compensation has been paid to the school to be distributed among affected families. We know that this doesn’t minimise the disappointment but we hope it goes some way to acknowledge the impact this situation had on young people, their parents and their teachers.

This is the first time in nearly 40 years of providing successful school trips that such a situation has arisen and we are determined to ensure that this does not happen again. A full review of our processes has already been conducted and additional mandatory measures have been implemented. - Maria

Halsbury Travel Group からの回答

2023年5月9日

Hi Lucy,

We’re really sorry that we had to cancel the trip at such short notice, we do understand how upsetting the situation must have been for the children. Unfortunately, when we came to do the final checks ahead of trip departure, we discovered an administrative error that meant that the coaches had not been confirmed. Our team worked tirelessly to source alternative transport but were unfortunately unsuccessful. As soon as we discovered the error, we conducted a thorough review of our processes and, as a result, have implemented a number of new measures to ensure that this doesn’t happen again. And we have provided a full refund and additional compensation to the school, to be distributed to affected families. - Anna

Halsbury Travel Group からの回答

2023年5月10日

Hi Rebecca,
We’re really sorry that we had to cancel your child’s ski trip, we do understand how upsetting the situation is for the children, especially when they’ve been looking forward to the trip for so long.
After nearly 40 years of delivering successful trips, we would like to reassure you that this experience does not reflect our service, although we know that this does not minimise the disappointment and frustration caused.
A full refund plus additional compensation has been paid to the school to be distributed among affected families.
We hope that our record of successfully delivering hundreds of trips every year demonstrates our commitment to providing great service.
We have since carried out a full review of our processes and have implemented additional measures to ensure that this will not happen again. - Anna

Halsbury Travel Group からの回答

2023年5月11日

Hi Georgina,
We’re really sorry for the upset and frustration caused by having to cancel this trip. We would like to reassure you that, with 40 years of successfully delivering school trips, this experience does not reflect our level of service.
Unfortunately, we discovered an administrative error when making our final checks. Our team worked tirelessly to source alternative transport but were ultimately unsuccessful.
As we informed those affected, this was caused by personnel changes and suppliers changing bookings without notifying us. As soon as we discovered the error, we conducted a thorough review of our processes and have already implemented a number of measures to ensure that this doesn't happen again.
We have provided the school with a full refund, as well as additional compensation, in recognition of the impact that this situation has had on the children, their parents and their teachers. - Maria

Halsbury Travel Group からの回答

2023年5月10日

Hi Andrew,
We’re really sorry for the impact that this cancellation had on the children and their parents.
Unfortunately, we became aware of the issue during our final confirmation checks and did everything we could to arrange alternative transport. As our relationship is with the school, we informed them as soon as we were alerted to the issue, explaining that the error occurred due to personnel changes and suppliers changing bookings without notifying us.
The school has been provided with a full refund plus additional compensation to be distributed among affected families. And we’ve since carried out a full review of our processes and implemented additional measures to ensure that this does not happen again. - Anna

Halsbury Travel Group からの回答

2023年5月11日

Hi Dan,
We are truly sorry that this happened and we understand how upsetting and frustrating this situation was for children, especially having missed out on so much already due to the pandemic.
As you mentioned, once we discovered the issue, we did try every avenue available to us to source alternative transport, but this was ultimately unsuccessful due to the strikes in Italy. We accept full responsibility for having to cancel the trip – as we informed those affected, this issue was initially caused by personnel changes and suppliers changing bookings without notifying us.
This is the first time an incident like this has happened in almost 40 years and we’re determined to make sure it doesn’t happen again. We have since carried out a full review of our internal processes and implemented additional mandatory measures to ensure this situation does not reoccur.
A full refund plus additional compensation has been paid to the school to be distributed among affected families, in recognition of the impact that this has had on the children and their parents. - Maria

Halsbury Travel Group からの回答

2023年5月11日

Hi PT,
We apologise unreservedly for this situation, we completely understand the upset and frustration this has caused.
Unfortunately, we were made aware of the issue during our final confirmation checks. We tried every avenue available to us to arrange alternative transport, but Easter weekend is one of the busiest travel periods, particularly for school groups and, despite our team’s best efforts, we were ultimately unsuccessful.
We have provided the school with a full refund, plus additional compensation to be distributed among affected families, in recognition of the impact that this has had on children and their families.
This is the first time that such an incident has happened in 40 years of successfully delivering school trips and we are determined that this will not happen again. So, as soon as the issue was discovered, we conducted a thorough review into our processes and have introduced a number of additional measures during our booking process to ensure that this never happens again. - Maria

Halsbury Travel Group からの回答

2023年5月15日

Hi SP,

We apologise unreservedly for having to cancel this school trip, especially at such late notice. We do understand how upsetting the situation must have been for your daughter, as we know she would have been looking forward to this for such a long time.

In nearly 40 years of running successful school trips, this is the first time that such an incident has occurred. Unfortunately, when we came to do the final checks before trip departure, we discovered an administrative error that meant that the coaches were not confirmed. Our team worked tirelessly to source alternative transport but ultimately were unsuccessful.

As soon as the error was discovered, we conducted a thorough review of our internal processes and implemented a number of additional measures to ensure that this does not happen again.

A full refund plus additional compensation has been paid to the school to be distributed among the affected families. - Anna

Halsbury Travel Group からの回答

2023年4月1日 に更新

Dear Natasha,
We’re really sorry for letting down the school at such short notice. We tried every avenue available to avoid cancelling the tour. We're really disappointed we weren't able to find a solution.

As outlined in our letter to the school, we will be offering a full refund plus additional compensation to be shared among the families affected, to cover any expenses and in recognition of the distress this has caused.

We understand that this doesn’t make up for the disappointment. However, we hope it goes some way in recognising the upset this has caused.

Sincere apologies and best regards, Katie

Halsbury Travel Group からの回答

2023年3月31日 に更新

Thank you for getting in contact. We’re really sorry that your group was disappointed at this late stage.

We explored every option available to find a replacement coach and we’re deeply disappointed that we’ve been unable to find a solution.

As well as a full refund, we’ll be paying additional compensation to all the families whose children were due to travel. We understand that this doesn’t make up for the disappointment, however, we hope it goes some way in recognising the distress this has caused and the expenses incurred.

A letter with further details regarding the trip and the compensation have been given to the school to share with parents and guardians.

Sincere apologies and best regards,
Katie