Updated – 31/03/2020 2000.
As of Tuesday morning, Complete North America has taken the decision to implement remote working, now across our entire business, in respect of the governments advice to avoid non-essential contact and stay at home. This means that during this period, whilst we will of course be able to speak with you, we are able to better serve our customers by e-mail in the first instance.
We have tried to make contact with all of our existing customers due to travel on/before May 31. 2020, but if for any reason you are travelling prior to May 31. 2020 and we have not communicated with you in any way, please do send us an e-mail and we will of course respond as soon as we are able.
In the event that you feel you have a matter of urgency that needs managing sooner, i.e. due to an imminent intended travel date, please do call us on 0115 9610590 or send us an e-mail to email@example.com and we will manage your urgency in the best possible way we can. If you are able to please include your last name, original departure date and booking reference number in the ‘subject line’ of your e-mail that will help us, help you in the first instance.
We would once again like to take this opportunity to thank all of our existing customers for their patience, understanding and support of our team, in allowing us the opportunity to rearrange their existing travel plans for travel at another time and in some instances as far ahead as 2022. We want you to know that all of us here at Complete North America are very grateful, particularly given the relatively far more important issues that are currently impacting us all, as we try to go about our regular lives at such an uncertain time.
We are of course fully operational to manage new bookings for travel later in 2020 or for 2021 and beyond, via all of our usual communication methods; our website (www.completenorthamerica.com), telephone (0115 9610590), webchat (via our website).
For all the updates regarding holidays and general information about travel in North America follow us on Facebook, Twitter and Instagram.
For the majority of new bookings made with us from Mar 24. 2020 and until further notice we are able to extend to you our very low £21.00 per person deposit opportunity. Please ask our sales team for further information.
Stay safe, look after each other and be kind.
Updated – 19/03/2020 0945.
The current circumstances surrounding the outbreak of Covid-19 are unique and ever-changing, and we are monitoring developments closely. Our clients’ safety and wellbeing are of the utmost importance and we are working closely with our partners in North America to provide the best service to our clients.
As a company, we always adhere to the Foreign and Commonwealth Office (FCO) travel advice. To give you additional peace of mind we have adapted our booking policy to be as flexible as possible. After all, we don’t want you to miss out on that holiday you have been looking forward to.
If I book today, what flexibility will you offer me if I need to change my plans?
For new bookings made between April 01 and June 30. 2020, for travel up to and including December 31. 2020, if required, we will allow you to transfer your booking to the same or a new destination up to 60 days prior to departure, to an alternate date that departs before December 31. 2021. No amendment fees will be charged by ourselves. We may need to adjust the cost of your trip to reflect the new dates, particularly if those coincide with a higher season of travel. Equally if the cost of your postponed trip is less, we will reduce the cost accordingly. As a service driven company, we will work with all of our clients to make the best possible decision around your travel plans.
For existing bookings made prior to April 01. 2020 and due to travel between April 01. 2020 and August 31. 2020, if required, we will do all we can to allow you to postpone your booking to the same or a new destination up to 60 days prior to departure, to an alternate date that departs before December 31. 2021. No amendment fees will be charged by ourselves, although we will need to comply with relevant supplier policy. We may need to adjust the cost of your trip to reflect the new dates, particularly if those coincide with a higher season of travel. Equally if the cost of your postponed trip is less, we will reduce the cost accordingly. As a service driven company, we will work with all of our clients to make the best possible decision around your travel plans.
What happens if the Foreign and Commonwealth Office advise against all but essential travel to a country?
If you are due to travel imminently, alternative options will be discussed with you. These will include postponing your trip, changing the destination of travel. If you are travelling to that country after April 30. 2020, we will contact you closer to your date of departure, in the event that the advice has not changed. As and when there are any changes to the FCO advice that may affect your existing travel plans, we will contact you to discuss next steps.
What happens if the Foreign and Commonwealth Office does not specifically advise against travelling to North America?
You can postpone and rebook to the same or new destination for travel up to December 31. 2021 and we will work with our suppliers to minimise penalties wherever possible. No amendment fees will be charged by ourselves to enact those changes, however we will have to be governed to a large extent by airline &/or other vendor’s policy as to the extent of their own financial penalties that they may still impose. If we can move your booking to a new date without penalty we will do so although we may need to adjust the cost of your trip to reflect the new dates, particularly if those coincide with a higher season of travel.
In the event the FCO is not advising against travel and you choose to cancel, our standard cancellation conditions will apply. If this is your preferred option, we would suggest you contact your insurance company to see whether you are able to recover any cancellation costs.