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Customer Charter
Independent Advice
WE ARE independent. As a privately owned travel agency, that is not owned or linked to any tour operator, we guarantee that all our clients receive 100% impartial advice.
A World Of Choice
WE OFFER our customers as wide a choice as possible. We deal with all the leading travel suppliers including airlines, cruise lines, tour operators, hotels and car rental companies as well as many niche companies that cannot be booked on the high street. Our agents are equipped with award winning technology which allows them to search through literally thousands of different options to find the right choice for you. The latest technology supports their travel expertise. In addition they can call on the travel expertise of more than 650 fellow counsellors in the UK and overseas. As part of our commitment to offering our customers the highest possible levels of personal service we can also book all your holiday extras including travel insurance, foreign exchange, car parking and transfers.
Dedication
WE WILL respond to all travel enquiries by the next working day at the latest.
Professional Advice
WE HAVE some of the most experienced travel consultants in the industry. Our consultants have an average 18 years experience. Before joining Travel Counsellors many of our consultants were previously travel agency managers or owned their own travel agency. Between them they have first hand experience of most destinations. An ongoing training programme keeps them at the forefront of customer service.
Flexibility
WE ARE available at a time to suit you, to fit in with your lifestyle. Unlike other travel companies our consultants have managerial support 24 hours a day to assist with any urgent circumstances.
Service Standards
WE WILL ensure that you will always receive a one-to-one personal service each and every time you call us.
Complaints Procedure
WE WILL respond to customer complaints within one working day of them being received by head office. Customer complaints, while rare, are taken very seriously. We guarantee to investigate any complaint thoroughly and without delay.
Privacy Policy
How we use your information
When you give us information, it may be used for a number of different purposes which are listed below.
(i) Administration of the site: Some of the basic information you give us is necessary for us to operate our service for you, such as knowing your full name for our advisors to contact you.
(ii) To enable customer services: We ask for your contact details, such as your e-mail, to enable us to resolve any queries you may have about using the site and for us to notify you about your booking.
(iii) Direct marketing: If you have agreed we can provide extra services, such as e-mails and post about new products, services and promotions, we ask for a little more information so that the information we send is relevant.
(iv) To learn about what our customers want: Any extra information we ask for helps us to understand our customers better - we think that it is important to keep improving our service.
(v) Sharing data: We do not pass on your personal details for marketing purposes to any third party.
What to do if you do not want to receive information
You have the right not to receive marketing information if you do not want it. To opt out of receiving information from Travel Counsellors, you should "untick" the tick box on the mailing list form. (Simply click on top of the tick and it will disappear).
About your privacy
This privacy information was last updated on 28th May 2004. Travel Counsellors is registered under the Data Protection Act. We are committed to protecting the information we collect from you, which we use to enhance your experience of using travelcounsellors.ie