We are doing this to be able to serve our customers more efficiently. We apologise if you have attempted to speak with us, but have found longer than usual wait times. We are experiencing unprecedented volumes in the call centre as we work as fast as we can to prioritise and process over 20,000 booking changes.
The decision to close the phone lines was not taken lightly, our customer service team will still be working tirelessly through our backlog of emails, administrative tasks and process refunds that require urgent action in date order. We will be reviewing the opening times on a daily basis to make sure we are offering our customers the very best service. We hope to be back to fully operational hours as soon as possible.
Thank you for your patience. We appreciate your support during these uncertain times, please be assured that we are doing everything we can for our valued customers.
Coronavirus Travel Impact
As a result of the travel disruption and restrictions caused by the Coronavirus outbreak we are receiving high volumes of calls into our Customer Care department.
Our teams have worked tirelessly in recent weeks to assist customers whose holidays have been affected by Covid-19. As we are now experiencing exceptionally high demand on the contact centre, we need to prioritise customers whose holiday dates have already passed and who were due to travel next month. Our Customer Care team will need to focus on administrative tasks as well as servicing calls to be able to provide the necessary support to all of our guests. As a result, we will be reducing our Call Centre opening hours. You will still be able to contact us via email, however please be patient as our response time might be longer than usual. We would like to reassure you that all guests will receive the assistance they need and we will come back to standard opening hours as soon as possible.
We have increased the number of staff to handle these calls and we are dealing with customers on a priority basis, with those customers currently travelling or with imminent departures being dealt with first. Please refrain from calling if your query is not urgent, please use our customer contact form so that we can direct your query to the relevant department and get back to you as soon as possible.
If your query is about travel and boarding restrictions you may find the information you are looking for here
If your query is about cruise line change and cancellation policies you may find the information you are looking for here
Thank you to our customers for your understanding during this exceptional and unprecedented situation.