travel counsellors package protection

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Why book with us

We put people above all else.

With people at the heart of everything we do, we’re redefining travel management. Our community of trusted independent Travel Counsellors all share a passion for making every element of your travel experience completely personal to you. And unlike with other tour operators, we’re with you every step of the way.

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You're free to travel with confidence

We know that holidays are happier when you have confidence that everything is taken care of. When you book with your personal Travel Counsellor, you can rest easy knowing you have the choice, flexibility and financial protection needed to enjoy every second of that well-earned break or business trip.

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Travel Counsellors   Reviews

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When in Rome….

Alexa booked our Rome trip and added in two tours. Prior to booking, Alexa provided information on hotels, flights, restaurants, tours, public transport. Everything was easy. We arrived at the airport and followed the instructions to the train, then bus to our hotel. Simple! Our tours of the Vatican City and the colosseum were fantastic! Very knowledgeable guides and without them you’d miss so much!! Alexa checked us in for flights too so we didn’t have to worry about it. I’d definitely recommend using Alexa and TC.

Date of experience : August 23, 2024

'Planes, trains and automobiles' across the southern states

As always Cara from Travel Counsellors liaised closely with us whilst we planned our trip, making amendments until we got to a point where we were happy. Her advice, knowledge and expertise is important to us, as is the trust we have built up over many years. Our trip involved 'planes, trains and automobiles' across the southern states of the United States, so it needed a thorough plan and a lot of organisation. Everything went smoothly.

Date of experience : July 12, 2024

A first class service

Alex Maxwell-Clarke provided an exceptional service. She put together a wonderful itinerary for us and adapted it until we were completely happy. It was great to have all the details, connections and transfers arranged by her and not to have to worry about any of the details - even when the airline made a sudden flight change, she sorted all the changes for us. A great service that takes the hassle and stress out of travelling

Date of experience : July 19, 2024

Fantastic service

Can't recommend Gemma Pauley highly enough. When BA cancelled our outbound flight hours before departure she called with a plan in the early hours and rescheduled a multi destination trip. I won't book with anyone else. Brilliant service.

Date of experience : July 27, 2024

We travelled to kefalonia in July

We travelled to kefalonia in July. Was overwhelmed trying to book it myself so reached out to Zoe Gill at Travel Councillors as she had been recommended by a friend. Zoe listened to our long list of requirements & came back super quick with great options. The one we chose worked out really well & Zoe handled all the travel details with amazing professionalism. We did have a small issue with the villa that was out of Zoe’s control but she dealt with the concern & was fantastic at dealing with the villa company on our behalf. Highly recommend! Stress free booking process!

Date of experience : July 13, 2024

Holiday for a special occasion

We booked our holiday with Angela Parker / Gill Gallagher for our 25th wedding anniversary so we wanted something special. Angela and Gill did an amazing job and planned to the last detail to make it a holiday of a lifetime. From the hotels car rental and flight with special touches along the way nothing was too much trouble and we would definitely recommend to family and friends.

Date of experience : August 05, 2024

Fantastic family holiday

Excellent, professional service with a personal touch. Can’t recommend Colin Gill enough, we gave him a wish list for our family holiday and he delivered that and more. Will definitely be booking with you again.

Date of experience : August 13, 2024

This is the first time we have used an…

This is the first time we have used an agent for our family holiday and Gemma Pauley was brilliant. Unfortunately one of party had an accident and the support we received from Gemma to help us made a massive difference. Our transfers between 3 different locations was seamless and stress free and our trip was so well organised which allowed us to concentrate on making memories.

Date of experience : August 12, 2024

Amazing holiday arranged by Zoe Gill

We travelled to Dubai and then on to Koh Samui in Thailand. From start to finish everything was planned meticulously even down to Zoe sending our boarding passes when she was on holiday herself!! She takes the hassle away so you can enjoy your holiday. No hesitation in using her year after year!

Date of experience : July 25, 2024

Another amazing Trip organised by Gemma…

Another amazing Trip organised by Gemma Pauley. 3 nights stay in Dublin, sorted out our flights and transfers, quickly jumping and sorting a change of plan to be dropped off at the zoo instead going direct to our accommodation. Guinness Factory tour was brilliant and the main reason for the trip was Niall Horan in concert, would love to have said Gemma organised the surprise guest appearance of Ed Sheeran, but even Gemma is not that good. :-)

Date of experience : August 22, 2024

A Travel Counsellor Extroardinaire

We have used John Ryrie, who is a superb Travel Counsellor, for many, many years . He has safely and successfully guided us through Cruises in the Med, a superb River Cruise from Budapest to Amsterdam, Christmas Markets in Krakow and all the other things to do there, city breaks in Lisbon and Porto, across the pond to New York and Boston, sunshine holidays to Nerja, Fuerteventura, Lanzarote, a luxury break to Pine Cliffs in Portugal and now he has organised a tailor made, wonderful trip to Switzerland and Italy to look forward to for next year! Travel Counsellors is a fabulous organisation and John is a superb example of exactly what you need in a travel agent. We literally wouldn’t leave home without him organising it!!

Date of experience : August 27, 2024

100% Recommend Bianca

Booked a family summer holiday to Rhodes via Bianca Whalley. Bianca listened to exactly what we wanted and presented us with a range of great options. Booking was easy and she took away all the hassle of checking our passports, getting us checked in and sorting paper copies if needed. 100% recommend and will definitely contact her when we’re looking for our next trip!

Date of experience : August 06, 2024

Caribbean & Miami Honeymoon

Mandy and her team arranged our honeymoon, with a Caribbean Cruise followed by a stay in Miami. We had a brilliant time. The itinerary was seamless, with all connecting flights etc really well arranged. Thanks a million Mandy. John & Linda

Date of experience : July 20, 2024

Holiday of dreams …

Claire Young helped plan our dream holiday in great detail. She was simply amazing, we had lots of questions and she was very thorough, informative, professional and most of all patient. It was a holiday like no other, we literally only had to pack and turn up, everything was done for us from the weeks before and also during. We really couldn’t have booked it without her. We will definitely be using her again, I can’t believe we haven’t used her before to be honest.

Date of experience : August 08, 2024

Worth every penny.

We had Liz Standley book us a big family holiday to Dubrovnik. It took literally one message. Everything, from villa to hire cars, flights and all that’s entailed with that, was done for us. Even down to the early Check-in. Any questions/issues were quickly answered answered/sorted. I honestly cannot recommend this service, and Liz in particular, enough.

Amazing holiday booked by Alex Maxwell-Clarke

As always Alex Maxwell-Clarke provided us with an amazing experience from start to finish. She listened to everything we needed and found us some great options, then helped us get the best deal once we'd chosen where we wanted to go. What tops off the service is being delivered our travel documents and knowing Alex is always there for us from enquiry until the day we get home. Can't wait to start planning our next holiday with her.

We will definatley book through Liz again!

We will definatley book a holiday through Liz Standley again as she took the stress completely away. She listened to our requirements and was able to recommend somewhere that ticked all the boxes and all within budget too. Everything was organised for us and she stayed in contact prior to and all the way through the trip, answering any questions and ironing out any little snagging points. We had never flown with the kids before but she gave us the confidence to do it. Thanks Liz!

Date of experience : August 14, 2024

Stress free holidays

Debbie WATSON is an amazing travel expert. She delivers a stress free service, is very competitive and caring. Book with Debbie and all your holiday stresses are history as she organises everything for you. 100% would recommend her service.

Sam Maxey has delivered once again!

What can I say! Another great holiday booked by Sam Maxey. This is our third family holiday booked by Sam and she gets better everytime. Nothing is too much trouble for her, works all hours. We tell her what we are looking for and always gives us choices. I've also introduced family members who have also booked with Sam. Sam takes away all the stress of looking, comparing prices, books seats and prints all documents. We just have to turn up at the airport. Wouldn't book a holiday any other way. Sam is already looking for 2025 holidays for us. Thank you Sam.

Date of experience : August 10, 2024

Another amazing holiday thanks to Jo…

Another amazing holiday thanks to Jo Kemp. I wouldn’t trust anyone else to book my holidays with, the process is so seamless and with Jo she always hits the nail on the head!! We recently went to Ibiza and had a very specific criteria which was matched perfectly! She keeps you informed every step of the way and I know she is always there should I need her! Thank you again Jo, roll on the next one! :)

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Is my money protected when I book a trip?

Financial protection in travel can be confusing; here you’ll find a summary of when your money is protected and what you can do when it isn’t.

Package holidays

The law requires tour operators to put in place financial security to protect monies paid for package holidays sold in the UK in the event of them going out of business (due to their financial failure). 

The purpose of the financial protection is:

• to arrange a refund or to assist you in obtaining a refund if you are yet to travel, and your package holiday booking cannot go ahead because the tour operator has gone out of business (financially failed)
• to minimise the disruption to your holiday if it has already started, to cover the costs of getting you to your return destination if your holiday includes return transport, and to arrange a refund for the parts of the holiday that can no longer be provided or to assist you in obtaining a refund. 

Package holidays that are for less than 24 hours, or are for business travel, may not be protected.

The financial protection for packages does not extend to everything- if you have unused vouchers issued by the business, or you were due a compensation payment, or a refund following a cancellation, the financial protection arranged by the tour operator will not refund you.  

Linked travel arrangements 

The law requires the arranger of a linked travel arrangement (which may include a tour operator, travel agent or travel service provider) sold in the UK to put in place financial security to protect the monies you’ve paid for a travel service in the event that the service can’t be provided because the arranger of the linked travel arrangement goes out of business (due to their financial failure).

• to arrange a refund for the travel service that you were unable to receive because the arranger of the linked travel arrangement has gone out of business whilst holding your money. 
• if the arranger of your linked travel arrangement was responsible for providing a transport service, to cover the costs of getting you to your return destination if your trip includes return transport

This is not the same as protection for package holidays. It only covers the event of the travel company that arranged the linked travel arrangement failing and your travel service(s) not being provided to you as a result. Other scenarios are not covered by the protection, for example where your travel services can still be provided notwithstanding the arranger failing, or if your linked travel arrangement is affected by the insolvency of another business e.g. a supplier of the service.

Examples of linked travel arrangement protection

You have booked a flight and a hotel as a linked travel arrangement through a travel company. The accommodation company providing the hotel goes bust before you travel. There is no protection for your money so you will not get a refund for the hotel. The airline is not required to refund you for the flight so you will have to pay again for a hotel or lose the money for the flight as well.

If the travel agent you booked with goes out of business, you should still be able to continue with the flight and accommodation that you booked.

How do I know if I’ve booked a package or a linked travel arrangement?

See our FAQ What is a package holiday and what is a linked travel arrangement?

Other travel arrangements

Oher travel arrangements do not, by law, have to be financially protected, but travel companies can choose to protect them. An example is a booking for accommodation only. 

Flights booked direct with airlines are not protected by any scheme of financial protection.

Travel agents

Unless a travel agent has arranged a linked travel arrangement, the law does not require a travel agent to put in place financial security to protect monies paid for travel service(s) (e.g. flight only or accommodation only) or packages sold in the UK in the event of them going out of business (due to their financial failure).

However, the failure of a travel agent should not affect your booking because they were not providing your travel service or package. The tour operator or other supplier with whom the travel agent made your booking (and with whom you have a contract) is responsible for providing your booked travel arrangements. You should contact this tour operator or supplier because your booking should still be going ahead – information on who they are will be in your paperwork (contract or emails). 

If you booked your travel service with an ABTA travel agent member and they subsequently go out of business (due to their financial failure), you cannot claim from the financial protection scheme administered by ABTA (except where you have booked a linked travel arrangement with the ABTA travel agent member and they have arranged their financial protection under the scheme administered by ABTA). For help understanding when you are booking through a travel agent see our FAQ What is the difference between a tour operator and a travel agent?

How do travel companies provide the protection?

There are a few ways in which travel companies can arrange to protect your money.          For package holidays that do not include a flight and are sold to customers in the UK, travel companies may:

• Provide a bond to ABTA, or another organisation which is approved by the Department for Business and Trade (DBT) to administer a scheme of financial protection under the Package Travel and Linked Travel Arrangements Regulations 2018.
• Take out a financial failure insurance (FFI) policy.
• Deposit your money in a trust account. 

Travel companies may also choose to financially protect other travel arrangements (such as accommodation only, car hire, etc).

Under section 75 of the Consumer Credit Act, payments between £100 and £30,000 made by credit card are protected if the goods or services that you’ve paid for have not been provided.

Following the financial failure of an ABTA member responsible for providing your travel services (i.e. not an ABTA travel agent member), you can recover your money from the issuer of your credit card. If you used your credit card for a transaction of less than £100, you may be able to make a claim under the Visa and MasterCard scheme rules.

If you book your holiday from outside the UK, you must enquire with your travel company to see whether your holiday is protected. Protection against the tour operator’s financial failure might not apply unless they had opted to voluntarily protect your holiday.

Travel companies that provide packages which include a flight and are sold to customers in the UK must protect your money through the ATOL scheme operated by the Civil Aviation Authority (CAA).

Financial protection for travelling and holidays can be confusing. Remember that the easiest way to know if your arrangements will be protected is to ask your travel company if, and how, those arrangements are financially protected before you book with them.

You should also remember to check your travel insurance. Very few travel insurance policies cover companies going out of business (financially failing). They usually cover belongings, delays/cancellations and medical assistance, but don’t usually refund you or get you home if the travel company fails.

Claiming your money back following the failure of an ABTA member

When it comes to claiming your money back following the financial failure of an ABTA member, this depends on the financial protection arrangements that the failed ABTA member had in place. 

Claims for a package holiday including a flight, and some flight only sales, that are sold to customers in the UK are covered by the ATOL scheme. If this applies to you, your claim should be submitted to the Civil Aviation Authority (CAA). 

If the ABTA member financially protected your package not including a flight (e.g. coach, rail or cruise holidays), or your other travel arrangements (such as accommodation only, car hire, etc), and provided this protection:

• By way of a bond with ABTA, your claim would be administered by ABTA unless you made payments by credit card. If you made payments by credit card, you would need to submit your claim to the issuer of your credit card.  If your package included return transport and ABTA administers your claim, we can help you get to your return destination.   
• By way of a Financial Failure Insurance (FFI) policy, a bond with another organisation, or a trust account, you would need to submit your claim to the provider (or trustees) of those financial protection arrangements. Their contact details should be available on the website of the travel company that you booked with and/or the documents provided to you by the travel company at the time of your booking. If your package included return transport, the ABTA member should have arranged to cover the costs of getting you to your return destination.

If the ABTA member did not financially protect your travel arrangements, you won’t be able to submit a claim to ABTA. However, if you made payments by credit card you would be able to submit a claim to the issuer of your credit card. Ask your travel agent for help . If you book with an ABTA travel agent member, they can help you with supplier failure insurance for products and services that are not automatically protected.

You might be interested in...

Abta member search.

• Netherlands
• United Arab Emirates
• South Africa

Based in Croydon

It's Nice To Meet You

Hi I’m Sarah and I am your Personal Travel Counsellor – Based in South East London.

Thank you so much for taking the time to visit my page, to see how I can help you with your future travel.

I have worked in the travel Industry since 2002 in sales management for Leisure, Sports, Entertainment and Corporate travel.

My Main Specialist area is Corporate travel, however I have great experience in booking many specialist areas such as..

VIP travel, Business travel, Groups and Events, Sporting Industry/fan travel, Entertainment Industry travel, Luxury travel and Package holidays.

I have also been fortunate enough in my 20 years of working in the industry to visit some wonderful places and have first-hand experience which I would love to share with you, to help make your trip the best it can possibly be.

Amongst the many places I have visited over the years, my favourite cities are Paris for macaroons and shoe shopping , Amsterdam for exploring the canals and New York for its vibrance, food & cocktails. My favourite beach destinations are Thailand, The Balearic Islands and The Middle East.

I have also been lucky enough to visit the wonders of the world which have blown me away, and the memories of these trips will stay with me forever.

I have grown my business over the years mainly by referrals and I am extremely grateful to anyone that has referred me in the past, based on my knowledge and service levels. THANK YOU!

So whether you are traveling for business or pleasure, please give me a shout and I will ensure that I will provide you with as much help as I can to create the perfect trip for you.

For your peace of mind, everything you book with me is 100% financially protected by either the Travel Counsellor Financial Trust or ATOL. It is the best financial protection in the industry, so your money is safe.

“If you do what you Love you’ll never work a day in your Life”

I look forward to hearing from you very soon.

Whatever your business needs I'm here to help you, so please get in touch with me and I can get things started:

Please send me your travel requirements and I will do my best to help you

By completing and sending this form you agree to our privacy policy and the representative you selected will get in contact with you, by e-mail or telephone to discuss your requirements and to also receive booking documentation and relevant travel updates from Travel Counsellors. You can unsubscribe at any time.

• Netherlands
• South Africa
• United Arab Emirates
• United Kingdom

How it works

Here’s our step-by-step guide to finding your personal travel advisor who can make your dream trip a reality 

Find your Travel Counsellor 

With a couple of clicks on our website you can find the perfect Travel Counsellor for you. Search by location or name, read more about them, then get in touch directly. Simple.

Enjoy a personalised planning experience

Your Travel Counsellor will take the time to understand exactly what you want from your trip - local or long-haul, business or pleasure. Then they’ll get to work for you, sharing advice and itinerary suggestions to make sure every detail is just right.

Relax and have the time of your life

When it’s time to travel, all you have to do is pack - your Travel Counsellor will take care of everything else. From takeoff to arriving back home and beyond, they’re on hand whenever you need them.

Plus, you get the peace of mind that comes with choosing one of the most sustainable travel companies around.

Now it’s time to discover your perfect holiday

Get inspired, find your personal travel counsellor.

We have more than 1,900 independent Travel Counsellors worldwide, each with the expertise and passion to create your perfect trip and take care of every detail, every step of your journey.

• Netherlands
• South Africa
• United Arab Emirates

How it works

Here’s our step-by-step guide to finding your personal travel advisor who can make your dream trip a reality 

Find your Travel Counsellor 

With a couple of clicks on our website, you can find the perfect Travel Counsellor for you. Search by location or name, read more about them, then get in touch directly. Simple.

A personalised planning experience

Your Travel Counsellor will take the time to understand exactly what you want from your trip - local or long-haul, business or pleasure. Then they’ll get to work for you, sharing advice and itinerary suggestions to make sure every detail is just right.

Enjoying your travels

When it’s time to travel, all you have to do is pack - your Travel Counsellor will take care of everything else. From takeoff to arriving back home and beyond, they’re on hand whenever you need them.

Plus, you get the peace of mind that comes with choosing one of the most responsible travel companies around.

Now it’s time to discover your perfect holiday

Get inspired, find your personal travel counsellor.

With more than 2,000 independent Travel Counsellors worldwide, let one of our professional and passionate experts tailor your perfect trip and look after you at every stage of your journey.

• Let’s talk

What Are Travel Counsellors Doing to Protect the Planet?

57% of UK travellers planned to prioritise sustainable travel this year which is a 21% increase from 2021 (Boutique Hotelier, 2022). These statistics show that travellers are making conscious sustainable choices. It is important we make an effort to support and encourage this positive change to encourage sustainable travel experiences now and for the future.

What are we doing?

• To help you sell more sustainable travel, we are labelling properties with our Green Leaf, which have been verified as having sustainability standards that are recognised by the Global Sustainable Tourism Council. Properties can be filtered in Phenix, our in-house booking system, so you can search for sustainable properties as a criteria. To learn more about Phenix click here .
• We are promoting responsible travel, social media assets, top tips for customers, and our dedicated microsite .
• We have introduced a responsible travel training module for all Travel Counsellors, followed by a subsequent quarterly training plan tailored to corporate and leisure Travel Counsellors.
• We have a carbon calculation, reporting and offsetting service available for customers and clients.
• We won ‘Large Sustainability Champion of the Year’ at the 2023 Travel Weekly Agent Achievement Awards.

Our sustainability goals

• Halved per person emissions based on internal operations by 2023
• Reduce carbon at a customer level

Join the below Virtual TC Experience Webinar

Hear from Ashley Butler, Franchise Sales Consultant, and Joe Whittle, Marketing Executive to learn more about what tools available for you to sell more sustainable travel options and to hear about our record breaking month of May and our fabulous events that have taken place.

New year, new opportunities - Jan 2023

Ashley Butler, New Business Consultant, is joined by Matt Harding, Head of Franchise Sales and Recruitment, to discuss the opportunities that 2023 brings for Travel. They'll also be speaking to Mairead Devine who joined us as a TC in November 2022.

Thinking about setting up your own travel business?

Do it with the best! Find out more about becoming part of Travel Counsellors, a double award-winning travel franchise.