Updated at 16:35, 26th July
We are pleased to advise that the vast majority of our customers who were affected by the failure of Goldtrail have now been contacted and we have acted in accordance with the instructions provided whether that be to re-book or cancel with a refund.
There remains considerable work within our Customer Services Team to organise and issue customer paperwork for those that re-booked holidays or processing of refunds for those who cancelled. This is where our main focus is currently until all of our post Goldtrail failure work is complete for our customers.
If you are one of the few customers that we have been unable to reach please call our main number show on the website site and explain to the answering agent that you are calling regarding your Goldtrail flights and they will be able to assist you.
Updated at 11:00, 23rd July
Our activities in contacting and rebooking customers continue as per the last update.
For customers trying to reach us by phone, we can confirm that our wait times have reduced considerably although we are particularly busy between 9-and 10 am, 12-2 pm and during early the evening and recommend that you try to call outside of these periods.
Updated at 17:25, 21st July
The vast majority of our customers have now been contacted and we are working through the list of customers which wish to rebook alternative travel arrangements. These customers will be contacted by one of our travel agents through this evening, Thursday and Friday to complete the re-bookings. Please be patient and await one of our agents to contact you. Our call volumes are particularly high and wait times are lengthy so we recommend that you wait for us to call you.
We have approximately 20 customers who we are unable to reach by phone due to number changes etc. Emails are being sent to these customers with contact instructions.
For those of you who have already been re-booked, your new paperwork will be issued over the coming days so we once again ask you to be patient in awaiting its delivery.
For customers who have decided on a refund we are currently collating these together for our finance team to issue. We do have some administration tasks to complete surrounding refunds. Your patience will also be appreciated.
Finally, we would like to thank those customers who have expressed their gratitude to our agents when they have been contacted on the speedy manner which this situation is being dealt with given the circumstances.
Updated at 17:25, 21st July
The vast majority of our customers have now been contacted and we are working through the list of customers which wish to rebook alternative travel arrangements. These customers will be contacted by one of our travel agents through this evening, Thursday and Friday to complete the re-bookings. Please be patient and await one of our agents to contact you. Our call volumes are particularly high and wait times are lengthy so we recommend that you wait for us to call you.
We have approximately 20 customers who we are unable to reach by phone due to number changes etc. Emails are being sent to these customers with contact instructions.
For those of you who have already been re-booked, your new paperwork will be issued over the coming days so we once again ask you to be patient in awaiting its delivery. All new documents are being issued by post.
For customers who have decided on a refund we are currently collating these together for our finance team to issue. We do have some administration tasks to complete surrounding refunds. Your patience will also be appreciated.
Finally, we would like to thank those customers who have expressed their gratitude to our agents when they have been contacted on the speedy manner which this situation is being dealt with given the circumstances.
Updated at 14:10, 19th July
Our team continue to contact the several hundred customers affected by the Goldtrail collapse in a date of departure order. The majority of our team is now working with customers departing in August 2010 which is, as you would expect our largest departure month. We do however still have a relatively small number of customers departing during July 2010 which we are still trying to reach.
The majority of our customers are choosing to book alternative travel arrangements with us using the money already paid to us. We would like to ask customers to spend some time looking on our website for alternative arrangements which they would like to switch to. This may simply be an alternate flight to reach your booked accommodation or you may decide to choose a totally different destination. The choice is yours and this will help us to process the re-booking as quickly as possible.
We would also like to thank you for your continued patience.
Updated at 19:10, 18th July
We continue to contact our customers in date of departure order dealing with the most imminent first. We have had considerable success throughout the day in securing many customers with alternative travel arrangements. For those who we have been unable find a suitable alternative we have organised a full refund.
We would like to thank many of our customers who have been patient in waiting for us to contact them and understanding in the face of some very upsetting news.
We will continue to contact our customers through the coming days until all of our customers have been reached.
Please continue to be patient and we will contact you shortly. We regret that we will be unable to reply to any emails from customers with regards to the failure as all our resources are focused on our phone contact with you.
If you have not yet been contacted we recommend that you spend some time on our website looking for an alternative flight to fit in with your current accommodation or a totally new package in advance of us contacting you. This will allow us to rebook your arrangements quicker when we contact you. You will only need to pay any difference in cost or receive a refund if the total cost is lower than you have paid already.
For customers overseas, there has been an update on www.atol.org.uk regarding repatriation of customers.
Failure of Goldtrail Holidays - 09:00, 17th July
Goldtrail Travel Ltd, trading as Goldtrail Holidays, Goldtrail Travel and Sunmar, held ATOL licence 4684 and was based in New Malden, Surrey. It operated flights and holiday packages from many UK airports to Turkey and Greece.
The CAA, under its ATOL (Air Travel Organiser's Licensing) scheme, is making arrangements for customers abroad to travel home at the end of their holidays.
This failure affects several hundred of our customers both in resort and yet to depart over the coming days, weeks and months.
Your Money Is Safe
We would like to stress at the outset that the money you have paid for your holiday is safe.
We need your help at this difficult time
We understand that this news will cause the majority of our customers distress and sadness and we would like to ask for your help to deal with this effectively.
Please do not call us if your departure is outside of 7 days. We will contact you in due course.
The more of our staff we can have working through our bookings in date order the more efficiently we will deal with them.
We hope you will understand this approach.
Stay Informed
Our website will be regularly updated to provide the latest information so please use this as your first port of call to get information.
What are my options?
When you are contacted we will discuss your options with you.
We will do our very best to source an alternative flight for you to ensure you can continue with your holiday. You will only need to pay the difference if the holiday is more or we will refund you if the cost is lower.
I’m in resort, what shall I do?
We recommend that our customers in resort visit the ATOL website for the latest details. The CAA has advised that they will be making arrangements to ensure customers of Goldtrail can fly home at the end of their holiday. The majority of flights from Turkey are expected to operate as planned. There may be some changes to flights from Greece and information will be provided by local representatives at the airports involved. Goldtrail customers abroad seeking general information can call the CAA on 0044 203 4410846 or visit www.atol.org.uk.
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