Current Incidents

Travel update following the eruption of the volcano in Iceland

Update: 21st April 18:00 for ski customers in USA and Canada.

Now that UK airspace has re-opened, all transatlantic carriers are resuming their flight programmes. Customers are strongly advised to stay in regular contact with their airline to secure first available flight seat back to UK. You are advised to stay in regular contact via telephone (appreciating extended call waiting times) and where possible to travel to the airport today to confirm updated travel plans directly with airline check in staff during airline counter opening times. Being prepared to travel at short notice or on a standby basis will increase your chances of obtaining earliest possible flight seat.

Although in some instances, you may have received a confirmed booking date, your airline will be working in line with its return flight priority policy to re-book you onto the earliest available return flight.

Airline contact numbers are as follows:  

• British Airways: 1800 247 9297
• Air Canada: Info 1888 422 7533 / Reservations & Re-Booking: 1888 247 2262
• United Airlines: 1800 864 8331
• Thomas Cook (Calgary Airport): 1403 291 4997

Please be assured that our UK and overseas teams are making every effort possible to work with your airline behind the scenes to secure the soonest possible return flight to the UK.

To ensure we continue provide consistent, accurate and up to date information and support in a constantly changing situation, please feel free to contact us on the following numbers:

• North America Operations Office: 1888 877 6445 Dial extension 416
• Emergency assistance / out of office hours: please call Mark Caples on 1970 390 4302

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Update: 19th April 18:00 for ski customers in USA and Canada.

Customers are advised to stay in regular contact with their airline with regards to updated travel plans. We appreciate that you may experience extensive waiting time when trying to contact airlines by telephone. In the event that UK air space opens and flight programmes resume, customers staying in close proximity to airports should consider traveling to the airport to confirm updated travel plans directly with airline check in staff during airline counter opening times.

Please be assured that our UK and overseas teams are making every effort possible to work with your airline to secure the soonest possible return flight to the UK.

For consistent, accurate and up to date information and support in a constantly changing situation, please contact the following company representatives:

• Denver and USA: please contact Shane Godsmark on +1 (970) 343 0953
• Canada, with the exception of Vancouver: please contact Leanne Herbert on +1 (403) 431 3520
• Vancouver: please contact Jon Campbell on +1 (604) 902 5841

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Update: 19th April 14:00
Following the eruption of the volcano in Iceland on Wednesday 14th April, we have been working closely with all airlines to plan the flying programme for our ski customers on 17th April. After extensive consultations it was decided it was best to transport all of our customers in European destinations back to their UK airport of origin by coach.
 
As per 10:00 hrs today (Monday 19 April), all ski customers (over 2,500) who spent their holiday with us in European ski resorts, are back in the UK. There are still 180 ski customers delayed in North America and we continue to ensure that everything is being done to get them home as soon as possible. All our customers overseas are being accommodated in hotels and resort teams are working hard to keep them informed with the latest information.

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Update: 16th April 14:00
Following the eruption of the volcano in Iceland on Wednesday 14th April, we have been working closely with Thomson Airways to plan our flying programme for our Ski customers on the 17th April.

Throughout Thursday most of Thomson Airways's flights were cancelled as the cloud of volcanic dust moved southwards across the UK. This disruption is set to continue on Friday 16th April with most UK airports remaining closed all day and all flights cancelled. There is no certainty as to when the situation will improve.

Thomson Airways operates charter flights across the world everyday of the week and once flights are allowed back into British airspace, it will take a number of days to return the operation to normal. Customers affected by cancelled flights on Thursday will be flown to/ from their destinations first, followed by those due to travel on Friday etc. This means that our ski flights on Saturday are likely to be very seriously disrupted. We have been advised to expect delays of 48 hours or more.

We have consulted extensively with the airline and looked at contingency travel arrangements. The combination of the certain huge delays we will face once UK airports re-open, and the uncertainty of exactly when this will be, has lead us to take the decision that it is better to transport all of our customers travelling on Thomson Airways back to their UK airport of origin by coach.

We recognise that this is a far from ideal end to your holiday but trust that you will understand that this is an unprecedented issue and we are doing our best to minimise the inconvenience to you.

Mathew Prior

Managing Director