Top marks to this travel operator....

digannio

Lots of people have complained about being penalised and let down by travel firms whose reputations have been damaged. But not many customers have highlighted and praised those firms who have gone out of their way to treat people fairly and refund them promptly in these difficult times.

So I thought I would let people know how Trailfinders came up trumps when many have fallen short. I had a package holiday booked for June in South Africa which obviously bit the dust due to the virus. The timing meant that I had to make a substantial final payment even though I knew the holiday wouldn't go ahead. Trailfinders said this was the only way to get a full refund rather than losing the deposit. So that was what I did even though it seemed counter-intuitive.

Trailfinders then cancelled the holiday and told me I would get a full refund in 4 to 6 weeks. It arrived after just over 4 weeks and they said they were refunding everything now even though South African Airways hadn't yet refunded money for some internal flights.

Trailfinders' communication and support all the way through has been first rate and in the circumstances the refund process was very prompt and efficient. I will certainly be using them in the future and people should hear about how companies like this have put customers first. I shudder to think what things would have been like if I'd gone down a DIY route for various elements of the trip. Going forward people should remember customer service like this from Trailfinders.