13.05.20 – An update from Limitless HQ and the Team

Firstly, we hope this update finds you well. We appreciate these are difficult and uncertain circumstances for many of our travellers, so we want to keep you up to date with the situation as it develops and ensure you can still look forward to a fantastic holiday with us. 

 

Following the government’s advice, our office remains closed and Limitless Travel staff are working from home. We cannot currently accept incoming calls, however we are available via email (support@limitlesstravel.org) and can make outbound calls where required.

 

If you have a booking with us for 2020, our team are working hard to make sure we contact all affected customers in order of their departure date. With this in mind, please find the options available to you below:

 

If you have a booking for a holiday departing before 10th August:


At this stage, we have contacted all customers due to depart by 10th August either via email or phone. If you have a booking for a holiday prior to 10th August and have not been contacted or confirmed your options, please email support@limitlesstravel.org and we will investigate this further. 

 

If you have a booking for a holiday departing after 10th August:

All of our tours from 31st July onwards are currently still scheduled to depart as per the current guidance from the government and our advisors in the travel industry. We are closely monitoring the advice provided to ensure that our tours comply with safety standards as they will be updated over the coming months. However, we understand that some of our customers may want to change their plans in light of the situation. With this in mind, we are offering the below options to all customers with bookings in 2020 for your peace of mind:

 

  1. If you still wish to travel on your 2020 tour – Your balance will now be due 60 days prior to departure. All remaining balances paid for tours departing 31st July onwards will be applicable for a refund should the government’s advice change and the tour no longer go ahead (please see full T&Cs below). Following the payment of your balance, we will contact you at least one month prior to departure to confirm if there are any changes.
  2. If you want to delay your holiday – All deposits paid to Limitless Travel are non-refundable if a tour is still going ahead.  However, we understand that these are difficult circumstances, so we are offering a free transfer of your deposit to any suitable 2021 tour, or for your deposit to be saved as transferrable credit towards any future holiday until 2022. To discuss these options, please contact support@limitlesstravel.org or leave a phone message on 0800 069 8060 and our advisors will be in touch as soon as possible. 
  3. If you have paid your balance in full – If you still wish to travel on your 2020 tour, there are no actions to be taken and you will be contacted at least one month prior to departure with any updates to your travel plans. Should you wish to delay your holiday, your balance will be transferred to your new tour as noted above. As our tours are still scheduled to depart, if you choose to cancel your place on your original tour rather than accept a transfer, this will be subject to our standard terms and conditions outlined in our FAQ’s section below.

 

We will be contacting customers by phone on a tour-by-tour basis over the coming weeks to confirm which option you wish to take. We appreciate your patience at this time, and if you already know which option you have chosen, please contact support@limitlesstravel.org with your booking name. We will then be in touch as soon as possible to finalise your booking details.

 

FAQ’s:

I am due to travel after 10th August 2020, can I move my holiday to a later date or 2021?

Yes, you can transfer your existing booking free of charge to any suitable holiday departing in 2020 or 2021. Please leave us a message on 0800 069 8060 or email support@limitlesstravel.org and our team will be happy to assist in confirming our availability.

 

What happens if I pay the balance for my holiday and the government's advice changes?

If you pay a remaining balance it will be held in a secure account. If the government's advice changes more than 30 days prior to departure and the trip can no longer go ahead, you will be able to move the balance to another trip, take a travel credit towards another holiday until 2022, or be refunded your balance payment in full within 14 days. We are required to pay our suppliers for upcoming tours at the 30 day point, so if the government's advice changes after this point, you will either be able to move the balance to another trip or take a travel credit*.

  

* Please Note - We cannot always guarantee cash refunds within 14 days at this point (less than 30 days prior to departure) as suppliers will have been paid. However, if you request a refund we will work as hard as possible to arrange this for you. In the meantime you will be issued with a refund credit note until a cash refund is available, and our team will be happy to discuss this process further at this stage.

 

I do not wish to travel on my current tour and do not want to accept a tour transfer or credit.

If you wish to cancel your place on your tour with us rather than transfer to a 2021 date or accept transferrable credit, cancellations will be subject to our standard terms and conditions regarding your balance and non-refundable deposit, as below:

 

Cancellation Made:

Amount to be Refunded:

More than 90 days prior to departure 

 

No refund - Loss of non-refundable deposit only 

90 - 60 days prior (following payment of the remaining balance)

 

25% of the balance paid (excluding non-refundable deposit)

60 – 0 days prior

0% of the total holiday cost 

 

Please be advised that refunds are taking longer than usual to be processed due to the current circumstances, so we appreciate your understanding and patience in these difficult times. 

A Message From Our Founder

Dear Limitless Travellers,

I wanted to contact you at this time of uncertainty to say that I’m hoping you are ok and not too affected by COVID-19. These are particularly unsettling times for you, me, and many of the Limitless team who also have underlying health conditions. As any of us with a disability or underlying health conditions know, adversity is no new thing. From the moment we were born, or acquired our disability, we have faced challenges in our day to day life that others simply cannot understand. We are all fighters; we have overcome challenges before and we will always fight to overcome any new challenge that life throws at us.

We're Here For You

That is why I wanted to take this opportunity to let you know that we are here for you throughout this. We are in process of calling all customers to check that they are ok, and we are offering free trip rescheduling to anyone who is worried about their ability to travel over the coming months. Additionally, we are organising a programme of activities and support to ensure anyone facing isolation over the next 12 weeks isn’t alone!

 

I know that many of you are planning to book with us and may be worried about your travel plans. Please do not worry – we are here to help you. If you book a holiday with Limitless Travel over the next 12 weeks, you will be able to change or delay your trip at any point, without any additional costs. Holidays are a time to get away, relax and forget about the worries of everyday life. We want to give you something to look forward to. If you book and are worried about your trip, we will do our best to help you focus on having a fantastic holiday.

 

We have built an amazing community of Limitless Travellers over the past 4 years, and during this time you have all been amazing, providing us with messages of support and reassurance. We are a small business with a big heart, and our team are working tirelessly to keep our dream and vision alive – to make travel accessible to all.

Introducing #LimitlessLove

I founded Limitless with the one goal: to look after people with a disability by enabling anybody to go on holiday. Nothing about this has changed or will ever change. We are building a company that is here for you and our sole purpose is to look after you. If anyone is isolated, or going to be isolated, and would like a chat, please just give us a call. We are always here for a friendly chit chat and the last thing we want is for any of you to feel cut off at this time.

 

Over the coming weeks we are going to launch a number of different activities you can join over the phone or online to help overcome any loneliness or isolation you may face. We want to create an amazing support network of Limitless Travellers, both current and future. This includes telephone bingo, quizzes, poetry reading, stories and singing. Also, online yoga, exercise and mental wellness classes. Even just a simple group chit chat that you can join so we can all have someone to speak to.

I’d like to thank you all for your patience and support during this time – everything we do, we do for you, and together We Are All Limitless.

 

Limitless Love, Angus

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