Director's Message to Customers and Business Partners

Written by 
Director's Message to Customers and Business Partners

Dear Customers and Partners,
 
In these unprecedented times I wanted to outline how we are responding as a Group to the challenge we are all facing with the escalating Covid‐19 Pandemic and to reinforce that we are committed to continuing to provide the high level of service you have come to know us for, whilst taking the advice and instructions from the government and official bodies as to the development of this situation.
 
Our offices have been dealing with this issue for some time, and we are proud of how they have acted with focus and determination, invoking flexible working plan practices to protect themselves and their communities whilst continuing to provide the highest level of service to our customers and partners.
 
Whilst we have had to prepare to work and adapt our working practices, our agility and creativeness ensure that we have and will continue to deliver “Business as Normal in Abnormal Times”. Our IT, telephony and network capabilities have been developed to support smart working.
 
In summary, we are well‐equipped to put our people first so that they can continue to deliver services required to our customers and partners.
 
In the UK, in line with many of our market counterparties, we have now closed our offices and implemented remote working in order to protect our employees, our customers and our trading partners. We have also suspended non‐essential business travel and wherever possible our teams are using technology to replace face‐to‐face meetings.
 
This extraordinary situation is likely to be with us for some time and we are most grateful for the professionalism and resilience of our employees and the support of our customers and partners.
 
We recognise that this situation is seriously affecting all our customers and we remain available to support you in any way we can, and I ask that you reach out to us using your normal contacts if we can assist.

With our very best wishes to you, your colleagues and your families,


The Norad Travel Group Directors

Linda Foote, Mick Gibbs, Tara Foy, Anna McGurk

 


Working hours from 30th March 2020
Office Hours
Monday – Friday 09:00 – 17:30

Out of Hours Emergency Service
We will operate a 247 emergency service to customers however the hours our inhouse staff work will change slightly to:

Monday – Friday 17:30 - 20:00

Saturday, Sunday and bank Holidays 13:30 – 17:00

At all other times the phone lines will be dealt with via our 3rd party supplier. We urge you to only use this service if you have a genuine emergency as all calls outside of your contracted agreement will incur charges.

You can also contact the Out of Hours support email on This email address is being protected from spambots. You need JavaScript enabled to view it. which is fully manned during inhouse staff hours and then outside of this a director will pick these up and respond appropriately.

Leisure Travel Working Hours until 31st March
Monday - Friday  09:00 – 17:30
Saturday 09:00 - 17:00

Leisure Travel Working hours from 1st April
Monday - Saturday  10:00 - 16:30