Ash Pledge

Working hard to ensure your holiday runs as smoothly as possible

As part of our ongoing commitment to provide the very best customer service, we are pleased to explain our pledge to you, in the unlikely event of volcanic ash clouds, airline strike action or any other event that might disrupt the tour you have booked with us.

Before you travel
Our dedicated Crisis Teams will work with the authorities and our business partners to ensure that we get you away on your holiday as quickly as possible. We promise to keep you fully informed on your travel arrangements.

If you are on our Easy Rider Service
If you are staying in an Easy Rider hotel and not able to fly and your flights have been cancelled, our VIP Home Departure Service will transport you back to your front door. If your flights have been delayed, we will provide an additional night accommodation (including breakfast) at our expense to enable you to travel the next day.

If your holiday is cancelled due to ash disruption
We will help you to rebook the same holiday at a later date (offering you as many alternative dates as possible at no additional cost to you – other holidays may incur supplements), or we will offer you a full refund.

If you are stranded abroad
Our Tour Managers and Crisis Teams will do everything they can to help you should you be stranded abroad, and will work hard to minimise disruption to your return journey.

We will explore all alternative flights and non-flight transport options to get you home as safely and speedily as possible and re-arrange our VIP Home Departure Services to meet you at the airport once you return to the UK.

We will cover the cost of reasonable accommodation, where your airline or insurance provider has not met the costs.