While we strive to deliver exceptional travel experiences, we accept that things don’t always go to plan. Enter our Guest Relations team! Split into our Pre-Departure and Post-Departure teams, our aim is to proactively resolve problems either before guests travel or when they return, restoring goodwill and ensuring guest retention, maintaining a ‘guest first’ mind-set alongside an awareness of the commercial impact. 

Our Pre-Departure team is responsible for communicating business-led changes to our guests – think flight time changes, accommodation changes and programme changes – while our Post-Departure team handles all-things post-holiday, from supporting a flight delay claim to handling complaints where something has gone wrong.