Ffestiniog Travel On The Right Lines With Refunds
When many leading travel and tour companies are being reluctant to refund Covid19 travel money, this small business in North Wales has taken a different line!
And when I heard about this, I wanted to feature what I think is the honourable and the right way for true travel industry business to be acting for their clients?
Praise from customers is steaming in as Ffestiniog Travel is doing its best to keep clients informed and also honour their financial obligations to them.
Many customers are being philosophical with the company and are moving their travel dates, taking vouchers or if they require collecting their cash refunds.
The company, which specialises in rail holidays worldwide has cancelled 19 of its scheduled tours due to depart before August. All due of course to the COVID-19 crisis and resulting global travel restrictions.
Kalka to Shimla on the Toy Train.
Ffestiniog Travel Boss
Alan Heywood, founding father of Ffestiniog Travel Heywood wanted to ensure that customers get what is due to them, even if it does affect their bank balance.
Alan Heyward.
However, not just happy with that. He is spending his days responding to the many emails of thanks the company has received after it took the decision to refund all monies. to anyone suffering the cancellation of their holiday.
Alan is markedly modest about this saying, “It helps that we are a small company, so we buy flight seats and hotel beds in small numbers, rather than getting locked into large contracts. We’ve been able to keep faith with our customers, but many other, bigger travel companies have not been so lucky.”
Pt47-65 Between Wolsztyn & Leszno. Pic: Trevor Jones/The Wolsztyn Experience
Peter Thomas, a customer who has travelled with them. He applauded the company’s refunding of all his monies saying, “I was particularly interested to hear that you had refunded the fees to your customers whose tours have been cancelled. Well done.”
John Sparks, who was due to travel on a Swiss Tailored Holiday said, “Whilst naturally saddened by Kate’s email cancelling my Swiss holiday. I was VERY impressed with the way Ffestiniog Travel handled the issue, promptly organising a full refund. Would that other companies treated their customers so fairly!”
Ffestiniog Travel more or less at home.
Another wrote saying “your company’s support has been exemplary.”
Glyn Williams, due to travel later in the year said, “Fingers crossed you will be able to run the holiday I have booked for October. But failing that look forward to going on one of your trips some time in 2021!”
COVID-19 Has Had The Biggest Impact
As each week passes, uncertainty seems to build. And the Porthmadog-based operator is certainly facing many challenges in these worrying times.
Half of the company’s staff have been furloughed, knowing that it’s necessary for its sustainable survival long term.
Alan reads and responds to dozens of emails that come in personally. And, this ambassador of rail travel remembers how the company has weathered many other storms down the decades.
Llangollen canal boat trip.
The 2008 recession hit Ffestiniog Travel hard. Then the fluctuating value of the pound posed a serious problem, resulting in the only year in which they made a loss.
On a smaller scale 9/11 had an impact, when business immediately halted. The volcanic ash incident of 2010, which massively disrupted the air travel industry. Also it caused a near miss of one of its key departures that year.
Ryanair made a large profit last year but seems reluctant to return cash to clients. For instance …Mine!
However, Heywood acknowledges that COVID-19 has had the biggest impact of all catastrophic travel related events.
Our Customers Will Remember Us
Remaining cautiously optimistic, Heywood says, “I think confidence will return eventually and there will undoubtedly be a pent-up desire to travel. But I do think that it may be slow in coming.
Llangollen standard gauge train railway North Wales.
“Still, I’m certain that it will come back in the longer term. Indications so far suggest that customers have not lost their appetite to travel.”
He added, “Our travellers are people who enjoy seeing the world, learning about the places they visit. Taking in the scenery and visiting cities of interest. I’m confident that our customers will remember us once they’re ready to travel again.
And closed with this thought. “Nearly everyone has said ‘put us down for next year’, so at the moment the feeling is very positive.”
The 80-year old veteran of the tourism industry may not be leading tours around the world right now. However, he certainly hasn’t got his feet up and is showing no desire to yet be shunted into a siding!
