Updated 12/05/2020 14:45
We have been following the Prime Ministers recent Road Map briefings carefully and sadly it is clear that we must now cancel all tours until at least the end of June. All clients who are currently booked on a tour which is scheduled to depart in June will receive a communication either by post or email by the end of this week, setting out the options available. We are proud that our family business offers the security of our Trustee of Clients account, held at Lloyds bank, which means that you can always be sure that your booking and monies are safe, and that amongst your choices will be a full refund of your tour fare.
We do however suggest transferring your deposit to a future tour departure as the demand for tours later this year, and into next year, is very high at the moment. A deposit now ensures you have a holiday to look forward to once the present situation eases. We are incredibly grateful to our loyal customers for their many heartfelt and wonderful messages of support throughout the recent weeks.
"I would like to thank you most sincerely for processing this refund for me, since I know you must be going through some very difficult times at present. Rest assured, that when the current crisis is over, I shall be making many more bookings with Railtrail - I just can't wait! Many thanks, once again." (Mr P, Halesowen)
"The lady was extremely polite and efficient in dealing with my enquiry and rebooked the holiday for next year in a very helpful manner. I would certainly recommend Railtrail to my friends and family and would book with them again." (Mrs C, Chesterfield)
Whilst we can understand that the present pandemic is causing great stress to one and all, and particularly those of us in the senior age group, we will not accept our staff being verbally abused on the telephone at any time. The volume of work involved in cancelling so many tours when staff are working from home is enormous - please be courteous as we are doing our very best for you, and please allow at least two weeks to receive your refund.
Owner & Managing Director
Railtrail Tours Ltd
Updated 15/04/2020 - 12:30
We have cancelled all tours to the end of May and are proud that our family business offers such security that you can always be sure that your booking and monies are safe and amongst your choices is a full refund of your tour fare. Unlike many other companies.
We do suggest transferring a deposit to a future tour departure as the demand for tours later this year, and into next year, is very high at the moment. A deposit now ensures you have a holiday to look forward to once the present situation eases.
Whilst we can understand that the present pandemic is causing great stress to one and all, and particularly those of us in the senior age group, we will not accept our staff being verbally abused on the telephone at any time. The volume of work involved in cancelling so many tours when staff are working from home is enormous please be courteous as we are doing our very best for you. Please allow at least two weeks to receive your refund.
Owner & Managing Director
Railtrail Tours Ltd
It is with great disappointment that we must inform you that due to the current outbreak of the coronavirus Covid-19 we have taken the difficult decision to cancel all our planned tour departures until the end of April 2020. If your tour is scheduled to depart in that time you will be contacted by letter or by email in the next days to confirm the cancellation. If you are expecting an email and haven't received one, please check your spam and junk folders in your user's inbox. As a family concern everything we do is done with genuine consideration and the best interest of our clients at heart, which is why we have taken this decision now. We hope that this clear and decisive action will offer you some peace of mind in these challenging times we now find ourselves facing. If your tour is scheduled to depart in May or beyond, we will also be in touch soon. All monies paid are currently held in our Trustee of Clients account at Lloyds Bank, an account which cannot be accessed by anyone other than the Trustee. So please bear with us while we work through this difficult period and rest assured that your money is 100% safe, and that should your tour be cancelled we will of course offer you a full refund, although we very much hope that once things return to normal you will still choose to travel with Railtrail.
Our phones lines are very busy as we take care of customers on a tour by tour basis; We are looking at tours departing in March and April at the moment; if you have a tour booked in May and onwards you will receive communication from our office team very soon.
We thank you for your patience, at this difficult time, if you are having difficulty contacting us.
We advise you to follow all applicable travel advice, including the Foreign and Commonwealth Office and World Health Organisation:
Wash hands regularly with soap and water or a disinfectant, especially after coughing and sneezing, before handling and consuming food.
Use disposable tissues when coughing or sneezing and dispose of used tissues carefully and promptly.
Avoid touching your eyes, nose, and mouth with unwashed hands.
Avoid close contact with people who appear unwell and avoid sharing personal items.
Public Health England (PHE) recommends against using masks outside clinical settings. Should you decide to use a mask, you should ensure you continue to use all the recommended precautions in order to minimise the risk of transmission.
Avoid unnecessary, unprotected contact with live animals and make sure you wash hands thoroughly after contact with an animal.
We know that coronavirus (COVID-19) is causing uncertainty and the situation is changing daily.
Were monitoring things closely and our experienced team is in contact with health authorities and government agencies around the world to ensure we are following all the very latest advice.
We would never operate a holiday unless it was safe to do so and if travel restrictions are implemented to the destination youre travelling to, rest assured well offer you a free amendment or a full refund. You can confidently book your holiday with Railtrail in the knowledge that all customer payments are retained in our Trustee of Clients account at Lloyds Bank, to which Railtrail has no access until your holiday is completed. This means that your money is 100% safe, and in the unlikely event that we are forced to cancel your holiday for any reason your payment will be returned to you automatically with no forms to fill in.
We are currently operating our holiday programme as usual and unless the Foreign and Commonwealth Office (FCO) advice changes well continue to do so. If there are no FCO restrictions stopping you travelling there is no reason to cancel.
We really hope you dont cancel but please note that normal terms and conditions apply for any amendments or cancellations unless the Foreign and Commonwealth Office (FCO) advise against travel to the country you are visiting or due to visit.
You should check the Foreign and Commonwealth Office (FCO) travel advice for the country you are travelling to. Should the Foreign and Commonwealth Office (FCO) travel advice change to advise against travelling to your destination and your holiday is affected, we will contact you to discuss your options.
To alleviate our clients' concerns we have decided to make a temporary amendment to our booking conditions for tours departing on or before 31st August 2020. For UK tours the balance payment is now due not less than 5 weeks prior to departure (usually 9 weeks). For all Grand Tours and European Tours the balance of payment is now due not less than 9 weeks prior to departure (usually 13 weeks). If we do not receive this balance in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in the Terms & Conditions will become payable.