Our response to Covid-19
In almost 35 years of enabling travellers to experience our extraordinary world in the most wonderful ways, we could never have imagined that travel, often the most precious thing in our lives, would be paused on such a global scale. Like us, we hope you take comfort in knowing that this is all only temporary and when the luxury of travel returns, we are here to support all of our clients in helping you to make the best possible decisions around your travel plans with complete customisation and flexibility around terms and conditions.
The spirit of our culture; to ‘look beyond’ and ‘it’s about how we make people feel’ has been so evident during this crisis and this spirit and empathy will continue over the coming months ahead. Our teams have been relentlessly focused on ensuring the safety and well-being of our clients, alongside maintaining our long standing history of operational and service excellence. This pandemic has certainly exposed the value of human connection in travel and the benefits of a personalised and bespoke service. Each booking at Pinnacle Worldwide is owned and managed by one person in our highly skilled team, so they have a wealth of knowledge and contacts on any single booking. They also have the autonomy to allow dynamic supplier negotiations at point of call, which has meant we have been able to act with speed and secure outcomes within the best interest of each individual client. We have maintained call handling standards, with wait times of less than 20 seconds, communicated with all clients due to depart within 10 weeks, issued refunds within the 14 days required by the Package Travel Regulations and have a high success rate in amending and re-booking holidays for 2021 at the same price if not less.
We will continue to do everything we can to take care of our clients, staying curious, positive and connected. For guidance on existing bookings with Pinnacle Worldwide or if you are thinking about making a booking for the future, read below for more information…
We are governed by and continue to monitor Foreign & Commonwealth Office advice and will amend holidays based on the FCO direction, which is currently against all but essential travel to all destinations. We have proactively contacted anyone due to travel in the next 10 weeks, cancelling or amending your planned holidays and exploring all the options open to you whilst being as flexible as possible.
For departures outside of 10 weeks, we understand you may have concerns or questions about your travel plans and our team are always available to speak with you and help guide you through these uncertain times. We will work with you to ensure the best possible outcome and be as flexible as possible in amending arrangements. Pinnacle Worldwide is in frequent contact with our partners to achieve flexibility regarding terms and conditions, rates, offers, inclusions and cancellations. The relationships Pinnacle Worldwide has nurtured over many years allows us to personally discuss clients' individual requirements with key people in resort who are empowered to make the decisions. We also recommend checking the latest FCO advice on the link below.
New bookings – we’re ready when you are.
If you do use this time at home to dream about your next escape (we all crave that much-needed anticipation which gives us something to look forward to), don’t feel you have to navigate hundreds of websites and holidays on your own in this current virtual world with no expert advice. Pick up the phone, drop an email or chat with any of us here, we are still on hand to provide personal advice and recommendations, to answer any questions you may have or to provide a bit of human connection to the outside world.
Pinnacle Worldwide has always offered complete customisation and this includes flexibility with our terms and conditions. Times such as this certainly demonstrate the advantage of booking through a human or reputable tour operator. Whilst bookings come with the necessary legal small print, in practice we don’t hold clients to standard terms and conditions; offering flexibility with deposits and balance payments or due dates. We care about where you spend your time, but also your money. Financially protecting our clients is a priority, and wherever possible we allow you to amend or cancel free of charge based on an agreed balance due date. Each booking is unique and bespoke and we offer a one-to-one personal service, tailoring terms and conditions to suit the individual wherever we can.
ABTA & ATOL bonded
Pinnacle Worldwide is a member of ABTA, abiding by the ABTA Code of Conduct you can be confident and trust you are booking with a reputable travel company. You’ll also be reassured to know that package holidays sold by us are financially protected by ABTA’s financial protection scheme as well as ATOL which covers all flight-based packages.
This security means if a company failed and your holiday could no longer go ahead you would be entitled to a refund if you were yet to travel, and hotel costs and flights home if you were abroad. It’s worth remembering if you book your own flights directly with airlines they are not protected under the ATOL scheme.
ABTA advice - https://www.abta.com/news/coronavirus-outbreak
Department of health and social care - https://travelhealthpro.org.uk/