Our Service standards

Our service standards

We aim to provide you with the following standards of service:-

  • To answer telephone calls during working hours with a trained member of TravelMail Gold staff, in person, and not with a computerised voice messaging system
  • To answer over 90% of telephone calls each month within an average of 10 seconds
  • To respond to emails requiring reply within one working day of receipt
  • To acknowledge letters requiring a reply within 48 hours of receipt
  • To acknowledge any written complaint within three working days and to investigate within one month

Our expert staff will always aim to:-

  • Agree realistic timescales with you for completing itineraries, quotes and other requests
  • Offer ideas to help plan your trip and alternatives if your original request cannot be fulfilled
  • Keep you updated on the progress of your travel booking or other arrangements
  • Give you all the information that you need about your arrangements
  • Ensure that promises made to you are realistic and fulfilled accordingly
  • Deal with any problems directly, quickly and efficiently

Moneyback Service Guarantee - Sometimes things can go wrong which affect the level of service you receive. In the unlikely event that our service does let you down we will offer you either an appropriate refund on your membership subscription or a complimentary extension to your membership.

Join TravelMail Gold today and enjoy good old-fashioned personal service.


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