Here at travelguru.tv we firmly believe, when it comes to tour operating, small is most definitely best. Small tour operators generally have a genuine passion for a product or place, develop a team of dedicated and knowledgable staff and, above all, have a vested interest in providing the highest levels of service to their customers. And if more evidence were needed, the weekend turmoil caused by the collapse the XL Leisure Group and a fire in the Eurotunnnel provided it.
A case in point...one of our tour operator partners, Travel Editions who specialise in Eurostar trips, were directly effected. As the news of the fire broke on Thursday evening, their MD and his team worked through the night to make alternative arrangements for their 3 groups in France due back the following day. Having sorted out coach and ferry plans by about 3 am, the news of the XL collapse was just coming through. With passengers forward booked on their services to Crete, they then ploughed on til dawn rebooking said passengers on alternative flights. So as the sun rose on what proved to be an horrendous day for the travel industry, job done with nothing but praise emerging from passengers effected.
Quoting from customer emails...
I just wanted to congratulate all concerned in getting our group back home so efficiently when the channel tunnel was closed. I had been envisioning being unable to get back home any time soon, but our coach driver got us to Calais quickly, we did not have to wait all that long to get on the ferry, and then we found our coach waiting to take us to London when we got off at Dover. Bernard, our courier, kept us all informed, and I do realise that at your end a lot of effort must have gone into all these arrangements. So well done, one and all!
Just to thank you for a very efficient rescue package when the eurostar fire affected our return journey.We also wish to bring to your attention the remarkable skill with which our tour guide, Karen, handled a very difficult day.The death of a client on holiday coupled with the travel difficulties was handled by her with great competance and we cannot speak too highly of her professional attitude
When I heard Dermot Blastland (MD of TUI) on BBC Breakfast News trying to spin the bad news to a positive for the remaining 'Big Two' (TUI and Thomas Cook) it really got my goat. His implication that your holiday is only 'safe' if you book with them is utter rubbish - all the operators we work with are fully bonded so, big or small, your money is protected. The point is more that when things do go wrong, how do the organisations react? Do they use it as a PR opportunity to bang their own drum or do they roll their sleeves up and work through the night to take care of their passengers? I know who I'd rather trust with my hard earned holiday cash...
Labels: Eurostar, Travel Editions, XL