How we help our clients travel with confidence, even when the world feels unsettled
Oliver BroadWe’ve had a few clients ask us recently, “What happens if something goes wrong while I’m on holiday?” It’s a perfectly understandable question, and one we’re always happy to answer.
There is no denying there are more concerns this year. From Middle East travel restrictions to higher oil prices and new entry requirements for Europe, and so on. Fast‑moving, and often sensationalist news reporting can make the situation sound worse than it really is; good news frustratingly rarely makes the headlines!
The positive news is that the desire to travel certainly has not dwindled. New bookings were 7% up in March, year on year, and the vast majority of our departures have continued without any hitches. Clients are returning with fantastic feedback, just take a look at our Google reviews here.
When we have had to manage changes, those situations have been a great reminder of why booking with us matters: you have our backup, support and expertise when you need it most. Here are a few examples of how that works in practice.
Pre‑empting problems
We start by trying to avoid problems in the first place. That means making sure the holiday you book is not only right for your needs and requirements, but also unlikely to cause unnecessary stress.
One example that springs to mind is a family booking we made to Australia. The flight connections on the options they’d found online were a little tight, and we could see this was making them anxious. We took it upon ourselves to find better flights with longer connections. We adjusted the departure airport, arranged a chauffeur to take them to Manchester instead of Birmingham, and voilà! They booked a much more enjoyable, stress‑free, family‑friendly journey with us to see relatives in Oz.
Getting things right from the start is vital. Our team are trained to ask the right questions and to understand what might worry you (and what might create problems later). Tight connections can be a headache not only for you, but also for us if you miss them, so we do everything we can to avoid that.
24/7 support when you need it
If you do miss a flight we have booked for you, or you experience a cancellation, you are not on your own. Simply call the 24/7 emergency number provided in your travel pack. You also have the backup of our WhatsApp service, using the same number as our main office.
Please don’t feel you need to manage everything yourself. Sometimes the information given at the airport won’t provide all the possible options or changes quickly, so stay in touch with us and keep an open mind about the solutions available.
A good recent example was the weather disruption in Madeira. Jet2 had to re‑route three of its aircraft from the UK to Tenerife and Portugal. There were no flights in or out of Madeira, so we arranged for our client to stay an extra two nights, at our expense, until the flight could operate and bring them home. We ensured they didn’t have to move hotels and even paid for a room upgrade. While they were away we stayed in touch by phone and WhatsApp 24/7, checked they had enough medication for the extended stay and helped with additional expense claims on their return.
Had they booked the flights themselves, without our support, they would have been left to organise all of this alone, liaise with the airline, secure accommodation, and risk being significantly out of pocket.
Reducing airport stress
For many, airports can be daunting, especially during busy summer months or while improvement works are underway.
We can arrange wheelchair assistance for those with mobility challenges, and many airports now operate sunflower services for travellers who need a helping hand.
Over the past few years we’ve also expanded our VIP services to help smooth the airport experience:
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Where available, all RB clients receive complimentary security Fast Track access. It isn’t always essential, but it can offer valuable peace of mind.
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We work with teams at Birmingham, Manchester, Liverpool, Heathrow and Gatwick who provide a VIP Meet & Greet concierge service to assist you through the airport.
For example, we have a widowed client who finds airports overwhelming. She is perfectly mobile and doesn’t need wheelchair assistance, but appreciates a guiding hand. We arrange for our chauffeur to collect her from home and liaise with the airport team, who meet her from the car at the airport drop off. She is escorted to check‑in, assisted through the process, Fast Tracked through security, and even offered help with any shopping before being settled into the VIP lounge for a glass of champagne pre‑flight. When boarding starts, our team collects her from the lounge and escorts her to the gate.
This is a great service for nervous travellers, families who need an extra pair of hands, or anyone who wants their trip to start in VIP style.
At Manchester we can now also book the new private terminal, which bypasses the usual process entirely and drives you straight to your aircraft. That really is very special.
In resort: support doesn’t stop at arrival
To minimise queues and get you to your hotel quickly, we offer VIP Fast Track arrival services where available. Costs can vary from around £30 to £300+, and we’ll always advise if we feel it’s necessary for your destination.
We have been doing a lot of work with our partners to improve transfer services and some now offer WhatsApp communication with you directly to help locate the driver.
Once at your hotel, you still have our WhatsApp contact and 24/7 emergency number. If you’ve made use of our concierge service, you may already have activities, excursions or restaurant bookings in place, and we are only a call or message away if you’d like to make changes or add something new.
If the worst happens
If your flight-inclusive holiday is cancelled for reasons beyond your control, don’t panic, we’ve got you. Under the Package Travel Regulations you are entitled to a full refund, or to amend your trip where possible to a later date.
A good example is a family due to travel to Ras Al Khaimah for Easter. Following the FCDO travel ban for the UAE, the regulations entitled them to a full refund, or to amend their trip. They chose to move their holiday to 2027 and we quickly arranged a back‑up family break to Greece for this Easter, so they could still enjoy that time together.
They didn’t have to deal separately with the airline, hotel, transfer company, VIP lounge and so on. They had one point of contact at RB to take care of the re‑arrangements and to source the new trip.
If you have a cancellation whilst abroad, we will help arrange a flight home so do not worry, it won’t be down to you to worry about making the arrangements.
Most of the holidays we arrange are also covered by ATOL and /or ABTA so your monies are financially protected should there be any issues with the suppliers too. As we have been around for many years, we are very well versed in any kind of scenario so you are in good hands.
Travel insurance: non‑negotiable
We cannot stress enough the importance of having suitable travel insurance in place from the date you book your trip (not just from your departure date). It should cover as a minimum:
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The full cost of your holiday.
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The destination and holiday type (eg cruise), and any activities you plan to do.
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Your specific health needs and circumstances.
We have a handy blog with more tips, see the link below.
If something does happen while you are abroad, such as an injury, please notify your insurance company immediately. They usually provide 24/7 medical emergency assistance. We also like to be kept informed so we can support you where possible.
Insurance can also help with issues such as lost luggage or missed departures, so do take a moment to read what is and isn’t included, and save the emergency numbers into your phone before you travel.
Experience vs “saving a buck”
We have been doing this for over 40 years as RB, with a family legacy in travel that dates back to 1936 , so you could say we know a thing or two about how things work. Our internal mantra is “there is always a solution”. It may not be perfect, and it may require a little understanding, patience and an open mind, but we are here to help when you need us most.
Useful resources:
Final thought
In today’s world of apps and self‑service, it’s easy to feel that you have to manage everything from your phone. We’d like to gently remind you that we are a human‑based service company.
If in doubt, just ask. We are here to take the stress away so you can relax and enjoy your holiday.
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