With so much uncertainty in the travel industry regarding holiday refunds, specialist tour operator Serenity Holidays is reassuring customers that its booking and refund policies are in line with current Package Travel Regulations. All departures for Serenity's *five brands have been cancelled until 31st May 2020 and the company is monitoring FCO advice daily, and future departures. Customers whose holidays have been cancelled have been invited to transfer their holiday to a later date in 2020/2021, receive a credit note to the value of their current booking, or to receive a full refund.  

Serenity Holidays MD Chris Ayling commented: “We understand that not everyone is in a position to re-book their holidays at this time, and we are happy to refund these customers. We have been overwhelmed with the appreciative comments regarding our actions on refunds.”  

He continues: “Our customers have always been at the heart of our operations, and we will continue to put them first. Throughout these difficult times, we continue to adhere strictly to the principles on which we were founded 33 years ago; we are a trusted and successful company with strong ethical values, and we pride ourselves on our exceptional customer service.”  

Recent customer feedback relating to Serenity's tour operator The Gambia Experience, received on the independent review site FEEFO, includes the following: 

'Excellent service' 

We booked this holiday in mid-2019. It was a straightforward experience and communication was excellent. When the virus hit, The Gambia Experience kept us up to date and re-paid the money without question. We will return when this is over. 

'Great service as always' 

Our wedding was planned for April 2020 and the trip was cancelled. We have re-booked it for 2021 - all done very professionally and with no fuss. We have used The Gambia Experience for many years and will continue to use them in the future. 

'The Gambia experience - a good experience' 

Such a shame we had to cancel but service throughout was top notch and options available were a refund, voucher or rebook. Unfortunately we had to take the refund but will definitely look to The Gambia Experience again when things are back to normal and we can enjoy our holidays again. 

*Serenity's five brands include The Gambia Experience, Cape Verde Experience, Goa Experience, Corsican Places and Sardinian Places. 

ENDS 

FURTHER INFORMATION: 

For more information on this press release please contact Louise Thomas or Polly Evans at press-office@serenityholidays.co.uk . Serenity Holidays Ltd is an independent and fully bonded tour operator under ATOL 1866 and a member of ABTOT 5216, ABTA, IATA and AITO. www.serenity.co.uk