Looking after our customers

Although the Icelandic Ash Cloud may seem a distant memory, the chaos caused by the pre-Christmas cold snap is still in the minds of many and the travelling public of Britain have found that having the back-up of a respected tour operator could make the difference between a minor inconvenience and a major catastrophy.

Unsurprisingly many people booking our trips are asking the question - how might my holiday be affected, and how will Headwater look after me?

We take our obligations very seriously, and will ensure that if your journey is affected by ash, either at the start or end of your trip, we will look after you. But the key message for anyone planning to travel by air this summer is that by booking a package, your holiday and money is fully protected; but buy the flight and the holiday separately, and your holiday is at risk.

Here is how you will be protected

If you book a 'flight inclusive' package with Headwater, your booking is protected by the Package Travel Regulations (1992), which obliges Headwater to deliver on all components of the package, including the flight element. Therefore, if your outward flight is cancelled, Headwater will offer alternative travel arrangements at no extra cost, offer a transfer to another holiday or provide a full refund.

If you have purchased a 'flight inclusive' package and your homeward flight is cancelled and you are delayed overseas, Headwater will ensure that you are accommodated at no additional cost until we are able to arrange travel home.

To protect your entire flight routing, clients requiring regional flight connections to London should arrange them through Headwater.

If you are concerned about the ash cloud affecting your holiday, your best protection is to book your full travel arrangements, including all flights, with Headwater.

Here is how we will ensure you are looked after

If there are major airspace closures, our administration team will provide assistance during office hours, with 24-hour emergency cover provided by our Duty Office.

Our administration team will re-book all outward travel for the next available flight, and we will offer this to you. For those already overseas who are trying to get home we will book the next available flight, while looking for the earliest of all travel options.

Our overseas staff will be fully briefed on our policy and will keep us updated on a regular basis about travel plans.

What our customers say

Mrs C Hicks writes: Thanks to the Headwater staff and your agents in Morocco who looked after us over the past difficult days in an exemplary manner. We were all grateful for their sympathetic manner, prompt communications and advice. Compared to other stories we have heard, our problems were minor and stress minimal due to your attitude. Thank you.

Mr A Vaile writes: ...how well we were looked after following the problems caused by the volcanic ash cloud. This not only included booking extra hotels, transfer and escorts where necessary but even getting us onto a Thomson flight home and then providing a coach to get us from Heathrow to Gatwick where our cars were. So in recalling our experiences to many people, the Headwater name has been very actively promoted. Thank you to all the people who perhaps turned this from a difficult few days into (perhaps with hindsight) a remarkably happy experience.