Here at Headwater our customers are extremely important to us, this is why we have a dedicated Customer Charter. In this, we promise to deliver the best service possible to you. So, from your very first contact with us, until you return home, we guarantee your experience to be a memorable one.

From your first contact with us, we promise to:

  • Treat you as an individual and understand your needs
  • Use our expert knowledge to suggest the best holiday for you
  • Provide a friendly, efficient and informative service
  • Give a true and honest description of your holiday
  • Provide reassurances regarding your financial protection
  • Answer every enquiry/question within eight working hours, or less

If you decide to book your holiday with us, we promise to:

  • Give you the direct contact details of your personal holiday consultant
  • Respond to any query within eight working hours, or less
  • Triple check all your travel arrangements
  • Send all your final documentation at least two weeks before departure

While you’re on holiday, we promise to:

  • Deliver the holiday as promised, aiming to exceed your expectations
  • Introduce you to dedicated, overseas staff (reps or local agents) who will ensure you get the very best out of your trip
  • Monitor quality standards, ensuring your safety at all times
  • Provide 24hr back up and support

After your holiday, we promise to:

  • Encourage and listen to all feedback and make changes where appropriate
  • Deal swiftly and fairly with any issues you raise

Prefer to speak to someone?

Call us: 1-800-267-3347

Open 9:00-5:30 Mon-Fri, 9:00-12:00 Sat.