Carrier issues formal pledge to support to agents and clients

Carrier has issued a pledge to support travel agents and their customers following lessons learned during the Middle East conflict.

The luxury tour operator reassured agents they would be able to book with “confidence, trust and expert support”, ensuring clients are looked after while reducing complexity and uncertainty.

Its new ‘Certainty Promise’ represents a formalised agent and customer commitment with key pledges on prices, built-in flexibility, refund assurance, one point of responsibility and ‘human-to-human’ service.

The promise follows the experience of the recent crisis in the Middle East, which the operator said had reinforced the importance of flexibility, personal accountability and rapid decision-making during periods of uncertainty.

The key planks of the promise include a pledge not to apply fuel surcharges or additional flight costs, with the agreed price remaining unchanged unless amendments are made.

The guarantee also highlights the fact the operator does not charge amendment fees prior to departure, passing on only unavoidable supplier costs, and says its teams act quickly to secure suitable alternative plans and offer prompt refunds in the event of cancellations.

Carrier stressed it handles all elements of the booking, offering “one point of responsibility”, with all sales overseen by travel professionals rather than “call centres or automated systems” to resolve issues quickly and support agents and clients.

Managing director Natasha Towey said: “When disruption happens, travellers don’t remember the policy wording. They remember whether somebody picked up the phone, solved the problem and took responsibility.

“And that’s what our Certainty Promise is designed to guarantee. The past few months have reinforced something we’ve always believed: luxury today isn’t simply about where you stay, it’s about having experts in your corner when things don’t go to plan.”