THG Safeguard Policy

THG Safeguard Policy


Introducing our brand new THG Safeguard Policy! looking after our customers at this difficult time - The well-being of our customers is our top priority, and with ongoing challenges and uncertainties as a result of the covid-19 pandemic, we have developed a new policy to offer greater support and assurance for our customers who are considering travel over the next few months. Our new policy aims to provide greater flexibility in our booking conditions allowing you to postpone or change your holiday dates where needed

If you see the ‘THG Safeguard Policy’ message next to any of our holidays; you can rest assured that the below criteria apply:

Low deposits starting from £125 – Less commitment with just as much holiday. Allowing our customers to confirm the booking with our lowest ever deposits

Carefully selected Covid-19 friendly hotels – We have collaborated with our partners abroad to hand-pick covid-19 friendly hotels, ensuring that the relevant health and hygiene standards are implemented at each property and where we are satisfied social distancing measures are in place

New balance due date - Now reduced to 8 weeks prior to departure, giving you extra time to ensure you are still happy to travel*

Flexi option (Delay) – Allowing our customers to alter travel plans up to 6 weeks before departure date without any extra THG administrative charges

Flexi option (Cancelation) - Should you change your mind and cancel the holiday we will waive any cancellation charges and issue a THG credit note for the full value of holiday to use on a future THG Holiday

24 Hour support – Our experienced team can supply 24-hour support 7 days a week in case you were to need it on your holiday overseas*

 

Need further confidence? – Check out some of our reviews below in which we received during the pandemic.

“Many thanks for your email, I can confirm I received your cheque today for which many thanks. Once again may I stress how helpful all the staff have been, particularly Jane and Bev. Good luck and I hope you manage to weather the storm” – Sarah

“I just wanted to say thank you so much for all your hard work in getting the refund repaid it’s much appreciated. Also wanted to say a big thanks to all your lovely team I have had an exceptional service from you especially yourself & Gareth Rees wishing you all the best for the future & look forward to booking with you again in the near future” – Georgina

“We had the misfortune of having our honeymoon cancelled but I would just like to put on record how thoroughly impressed we have been with your customer service and professionalism. This is the first time we have used you and we feel a massive sense of loyalty to stay with you through this difficult time and have made a pledge that our holidays will be booked with THG.  This is a direct consequence of how professional you have been. Please stick in there and we hope to be booking something with you very soon” – Alan

Further Queries
We fully appreciate, that you may still have concerns regarding your upcoming travel plans. We currently have a Covid-19 crisis team in place, who are working closely with the Foreign, Commonwealth and Development Office (FCDO) as well as our Airline Partners and overseas agents, to supply the most relevant and up-to-date information for all our customers. If you have an querires please email customersupport@thgholidays.co.uk and a member of our team will get back to you. 

We understand this is a stressful time for all involved, and we appreciate your understanding, patience and kindness to our team who are working tirelessly to respond to each query


THG Safeguard Policy terms and conditions
- No cash alternatives are able to be provided.
- New balance due date only applies to bookings made before 31st December 2020

- 24-hour suppost can only be supported for our core destinations
- Some holiday terms may vary if special rules apply. 
- Any variation will be highlighted at time of booking.
- Resort and hotel information used is correct as at 15th June but may be subject to change.

- Applies to new bookings made from 15th June 2020 onwards

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