Exodus Customer Charter

Travelling should not only be about the destination, but also about how you get there. From the excitement of making that initial research and paying your deposit, through to the trip itself and even after you return home, every stage is a part of your journey with us. Here at Exodus, we are committed to doing everything we can to make this journey as enjoyable as possible and, in order to help us achieve this, we have launched our Customer Charter, which defines what you can expect from Exodus and sets out what we aim for each time you travel with us.

 

Before you book you can be sure

We promise that…

  • We are ABTA bonded, meaning your money is safe and protected.
  • Your deposit is fully transferable: You can cancel your booking up to 10 weeks before departure and not lose your deposit - we will put your deposit towards any new booking as long as you rebook within 12 months of the original cancellation date.
  • We will not charge you credit card fees.*
  • We will always appreciate and reward your loyalty: when you book your 2nd trip you will be entitled to 5% off, and this discount will continue through to your 3rd, 4th and 5th trips as well. When booking your 6th trip you are entitled to 10% off and this continues for the rest of your time with us.

Our Brexit Guarantee

When you travel with a reputable company, you have more financial protection. Exodus is part of a number of schemes which offer financial protection to our travellers, which include ABTA and ATOL – keep an eye out for these logos when you’re researching your next holiday. In the extremely unlikely event that Brexit negotiations result in a change to the legal state of travellers meaning you’re prevented from entering EU countries, Exodus will allow you to rearrange for another time or different destination and waive our usual administration fee. If this isn’t possible we will issue a full refund, though we will ask you to provide evidence of this at the time.

 

We guarantee:

  • Stay Informed: Exodus will keep you updated on any amends to your itinerary, and if there is a significant change as detailed in our booking conditions we will inform you before departure
  • Foreign and Commonwealth Office: we’ll advise you of any updates on passport validity or changes in visa regulations. Currently our travellers are responsible for organising and purchasing their own visas; this remain the same if visas are introduced for EU countries.
  • The UK and EU have both confirmed that flights and ferries will continue to operate between the UK and EU nations. However, if we’re unable to arrange suitable transport to and from your destination (Flight Inclusive packages only) we will issue a full refund for your holiday
  • Financially Protected: if you’re unable to travel due to a change in legal status such visa regulations and can provide reasonable evidence of this before your final balance is due we will issue a full refund for your holiday
  • ATOL Protected: Exodus is ATOL protected and ABTA bonded; you can book with confidence because you are always financially protected

We’ll Be Honest: Exodus won the Guardian’s Most Honest and Open Travel Company Award in 2016 and we remain wholly committed to transparency in all our communications with our customers.

This information will be updated as more details become available, but for further specifics please refer to the ABTA Brexit travel advice here.

 

WHILE BOOKING

We promise to...
• Treat you as an individual and understand your needs.
• Give you efficient, friendly and knowledgeable service.
• Communicate a true and honest description of your holiday.
• Provide an answer (or response) to any question about your trip.
• Make sure you can contact an expert on any destination within 24 hours.

BEFORE YOU TRAVEL

We promise to…
• Assign a personal named area expert to handle your booking until departure.
• Respond to any email enquiry within 6 working hours.
• Provide you with the essential information you need to prepare in good time.
• Send your final documentation no later than 2 weeks before departure.

YOUR HOLIDAY

We promise to…
• Deliver the holiday we said we would; we will meet or exceed your expectations.
• Provide a leader who will inform, inspire and share your passion for travel.
• Ensure the safety of all our clients, whilst maintaining a spirit of adventure.
• Operate our holidays responsibly, sensitively and respectfully.
• Give something back through our projects and to our host communities.

AFTER YOUR HOLIDAY

We promise to…
• Encourage and listen to all feedback and make changes where we can.
• Value your loyalty and welcome you back on a future holiday.

 

 

 

 Sam Seward, Managing Director, Exodus Travels

This is our promise and our endeavour. If you don’t feel we are fulfilling our 'Charter’ - please let me know. I know all our staff and leaders are proud to work for Exodus and enjoy their jobs. I hope you get a sense of this in our dealings with you.

 

Call us on +45 (0)70 12 03 03