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Headwater Retains 3 Star Investor in Customers Excellent Rating

Press Release: January 2014


Headwater retain Investors in Customers 3 Stars - Excellent rating

Headwater retain Investors in Customers 3 Stars – Excellent rating

Headwater clinches a Hat Trick for “Exceptional” Customer Service

Leading activity specialist, Headwater, is once again celebrating after achieving the highest “exceptional” customer service rating for the third year running! This award is the direct result of an in-depth 5-week assessment carried out by by independent organisation, Investor in Customers, which looked at how well the company understands its customers, how it meets their needs and how it engenders loyalty. Feedback from over 2,000 Headwater customers, staff and senior managers was meticulously assessed and then supplemented by desk research carried out by an independent IIC assessor.

This years’ results show that customers continue to choose Headwater as their first choice of holiday provider, and that they actively recommend the company to friends and family. Comments from individual Headwater customers included:


                “We had a wonderful holiday with Headwater. It exceeded our expectations – I recommend them all the time!”

                “Headwater have never let us down at any time during the numerous holidays we have had with them.”

                “The company mixes quality of accommodation with an active holiday under expert leadership.”

                “It does what it says on the tin.”

                “My wife and I have completed over 30 holidays with the company since its formation.”

                “We have used Headwater for both walking and cycling holidays and they have always been excellent value compared to similar holidays      with other companies.”


Tina James, Managing Director of Headwater, says:

“Personal service has been very much at the heart of our operations throughout the 29 years that we have been offering interest-packed, relaxed activity holidays. In a world increasingly driven by gadgets, gizmos and Google, we’ve tried hard to never overlook the importance of “real people” providing good old-fashioned customer service while continuing to modernise our brochures, website and booking systems. I am incredibly proud of both our staff in the UK and overseas, but it’s really quite simple: nice people enjoy doing business with nice people; treat people as you would want to be treated yourself in life, and you won’t go far wrong!”

Note for editors:


– Headwater was established in 1985 and is now widely regarded as one of the UK’s leading providers of top-end walking and cycling holidays;

– The “typical” Headwater customer is: well-heeled, well-travelled, keen to explore beneath the surface of where they are visiting, and looking to combine activity by day with high end creature comforts in the evening; they are usually AB1 empty-nester couples;

– Core destinations include France, Spain and Italy, with “hot” tip-offs for 2014 including Austria and Sicily;

– 70% of the company’s holidays are self-guided, following meticulously researched route notes to travel between hotels (bags always moved for you); 30% are small, group guided (usually 6-12 like-minded people per group) led by passionate, expert guides; 24/7 support provided in all destinations;

– 60% of customers buy a walking holiday; 30% a cycling holiday, and 10% choose a multi activity and/ or canoeing trip;

– Every holiday is uniquely hand-crafted by Headwater and, as such, cannot be purchased from anyone else on the UK market.


For bookings and further information, please call Headwater 0845 322 4672 or email

All press enquiries (inc trips) to Catherine Crone 0845 591 9342 ;  email

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