Tots To Travel レビュー 

Tots To Travel からの回答

2020年7月30日

Thank you very much indeed - it's so lovely to have a return customer say nice things! Much appreciated by the whole team here.

Tots To Travel からの回答

2020年6月15日

Hi Lisa
Thank you for your feedback. We're really sorry to read that you feel dissatisfied with the way we’re handling your request to cancel an August booking. The impact of Covid-19 has been wide reaching and we do appreciate that the disruption caused to travel has left people feeling disappointed and frustrated. We have worked, and continue to work, really hard to overcome as much of the disruption as possible and to find sensible and fair ways to resolve what we can.
With regards to your specific booking, it's currently premature to assume that the FCO restriction will prevent you from travelling to your accommodation in Portugal in August. There are updates to travel on a daily basis at present (15 June) and we couldn’t with any certainty guess what the situation might be in August. It’s widely anticipated that the FCO will lift the restriction on travel in the near future but we don’t have any further information than that which is available to everyone else.

However, we do appreciate that there are families who will be apprehensive about the prospect of travel and this may well apply to you. We are therefore offering anyone with a booking in July and August the option to reschedule their dates to a future date if they would prefer not to travel in the near future regardless of travel restrictions be in place or not. This option applies to your booking.

For those not wishing to reschedule their booking, we are extending balance due dates until 14 days prior to date of departure to give as much opportunity as possible for people wishing to travel to do so. This is also an option that is open to you.

It is our hope that with these options open we are able to meet the requirements of families whichever viewpoint they hold.

These options with full details have been sent to all customers with bookings in July and August 2020 via email. I’m unable to look at your specific account as we don’t have a full name in the review above, but please get in touch with us if you think you might not have received this email.

If you wish to cancel your August booking at this point, I’m afraid your deposit will be non-refundable and this is line with our standard terms and conditions that you agreed to at the time of booking.

I would suggest that perhaps the best option if you don’t wish to travel is to opt for a reschedule, or if you’d prefer, delay a decision and wait and see if the restriction to travel is lifted so that you are able to take up your booking as planned.
Thank you again for taking the time to leave this feedback.
I do hope this helps and please do let us know if you’d like any help with either of these options.

Tots To Travel からの回答

2020年6月8日

Thank you for this really wonderful review - and apologies that the administration of your refund took so long. We do look forward to helping you again - and indeed of course to things returning to some form of normal so that everyone can enjoy a family holiday. Thank you again.

Tots To Travel からの回答

2020年3月25日

Your capitalised advice is absolutely correct- no one should book without full insurance coverage and in fact, it is a condition of your booking that you do. You did not. Our advice as per my other replies and in our conversation with you today remains the same, however by not having insurance you have put yourself in this position and it is disingenuous to try and blame anyone else as loudly as you might try. People are losing jobs here too yet our team is still responding to everyone and has immediately responded to you too by phone and online. We will continue to work with you to see what we can do to help in these very difficult circumstances for everyone. Rob Shand, CEO, Tots to Travel EDIT: The advice is crystal clear and what you were sent clearly explained why you should take insurance straight away; our terms have NOT changed. I understand that we have now been able to help you in any case which is great news. Many thanks for your edited review - that is a magnanimous gesture and is much appreciated. We are doing our best to be as flexible as possible. Thank you again.

Tots To Travel からの回答

2020年3月20日

I appreciate your review is a response to our advice rather than our customer service. We have been in touch with you to explain further. We ARE doing all we can to help and are offering you what we genuinely to be the best possible advice currently - the same advice we are giving our own families and friends. Moving your booking as things currently stand is doing you a disservice on two fronts; what you wish to move to may not be there in a year's time, nor the airlines to get you there - it really is all that uncertain. I know no-one wants to hear or believe that, but it's quite possible. You also risk having your insurance cover invalidated. We can't be clearer than this - use your insurance (understand that they are busy too) and be in a position to re-book whatever you wish to only when it becomes safe again to do so. I wish I could advise you on when this will be, but no-one can. I know this is not a conciliatory response but I feel it is my responsibility to be as direct and clear as possible. Rob Shand, CEO, Tots to Travel

Tots To Travel からの回答

2020年3月2日

Thanks so much for the lovely review, I'm really glad to see Charlotte could strike this balance and made everything so much easier!
Eleanor

Tots To Travel からの回答

2020年3月2日

Thanks so much for the great review!I'm really glad the online booking experience was so easy for you - have a wonderful time when you go!
Eleanor

Tots To Travel からの回答

2020年2月28日

Thanks for the 5-star rating, I'm really happy to hear Rachel was so helpful!
Eleanor

Tots To Travel からの回答

2020年2月28日

What a lovely review, thank you so much! It's great to see that the team got back to you so quickly and that they were so helpful in getting your reservation sorted. Have a fantastic time when you go and please get in touch if there is anything our service team can help with at all!
Eleanor

Tots To Travel からの回答

2020年2月27日

Thanks so much for the 5-star rating! It's fantastic to see Rachel was so helpful in getting everything sorted out for you for this summer. Have a great time in Mallorca when you go!
Eleanor

Tots To Travel からの回答

2020年2月27日

What a lovely review, thank you! I'm really happy to see Victoria was such a big help in sorting out your family holiday. Have a wonderful time in Mallorca when you go :)
Eleanor

Tots To Travel からの回答

2020年2月27日

Thanks so much for your kind review! I'm happy to see Charlotte and Victoria were so helpful.
Eleanor

Tots To Travel からの回答

2020年2月27日

Thanks for the 5-star rating - it's great that Helena could get your reservation sorted! Have a lovely time in the Canaries when you go.
Eleanor

Tots To Travel からの回答

2020年2月27日

Thanks for the kind review! I'm really happy to see Rachel was so helpful in finding your perfect family holiday - I hope you have a wonderful time when you go!
Eleanor