When do you need 24/7 assistance?
We could tell a lot of reasons why 24/7 assistance is a must for business clients travelling, but we also think that it’s best when travellers themselves talk about the services they value and the help they appreciate.
“What a relaxing feeling to see a kilometre-long check-in queue, where half of the travellers will probably never get on the plane and will have to change their travel plans, while you have your ticket in hand and are waiting for your flight with one call to Estravel.” – we are proud that these kind of messages reach us clients call Estravel’s 24/7 helpline.
Estravel’s 24/7 helpline is at its most active when unexpected situations arise that neither we nor our clients can control. Experience shows that when unforeseen circumstances arise, travel agency customers are better off than passengers who have purchased their airline tickets. We help our customers to change their travel plans, get refunds or compensations and find alternative travel options if some flights are cancelled or some other unforeseen situations happen.
The only help available to customers who have bought tickets independently at the airline’s website or intermediary websites is often a free phone line from the airline or other service provider, where you will have to wait for a long time and will not be guaranteed to get the best and quick help. That’s why Estravel’s 24/7 travel consultant support is a value of gold n in such cases.
About Estravel 24/7 helpline
- Free for all Estravel travellers: both private and business travellers. Contact details in your travel documents.
- This service is provided by the experienced Estravel team. We do not hire an external call centre – the highest quality of service is our priority.
- Available 365 days a year, 24 hours a day, no days off.
When Estravel’s 24/7 helpline is usually used by our clients?
During business hours, Estravel clients are welcome to contact us for all travel-related issues. 24/7 helpline is available to clients in urgent cases for a trip that has already been purchased, or in real time for a trip that is in progress, when unforeseen situations arise. Below are some of the situations in which we help our customers 24/7.
- Unexpected change of travel plans. For example: a passenger has fallen ill and can no longer travel. We will help you to minimise the loss: we will contact the airline to find the best conditions to recover the cost of the air tickets and to cancel the hotel or the flights with the least possible financial loss to you.
- Urgent booking of additional services is required. For example: a passenger has decided to extend his/her trip and needs extra nights in a hotel or needs to return home early. We will arrange the change or cancellation of flights, hotels and other services on the most favourable terms.
Flight changes, cancellations or delays due to airline strikes, aircraft breakdowns or bad weather. We will inform you of the current situation, advise you on how to proceed and help you reach your destination successfully by suggesting alternatives.- Your arrival time at your destination has changed. If there is a change in your arrival time at a destination, you should always inform the suppliers of the other services you have booked, especially if there is a change in flight arrival time or flight number, you must inform the transfer company or the conference organisers. For example: you may arrive at night instead of in the morning. In this case, we will inform all suppliers of the services booked.
- Airport staff have further questions. There are occasional cases where check-in staff at airports do not see the full details of a booked flight – e.g. reserved seats, large luggage, etc. – due to technical difficulties. In this case, we provide all the information you need quickly and in the way, the airport staff needs it because we can see all the details of your journey.
- Help for accommodation staff. There are times when hotel staff cannot see the payment due to technical problems. In such cases, you should call Estravel first, rather than presenting your card for payment. We resolve these situations within a few minutes.
- Helping our customers who buy their travel. Even if you don’t have to deal with our travel experts, but you buy airline tickets, ferry tickets or travel on Estravel’s online platforms, you can also contact our 24/7 helpline.
- Immediate travel planning. We’re all human – if you forget or don’t find the time to plan a necessary/desired trip during working hours – we’ll provide that help too. We charge an additional service fee for this service.
Customer feedback on Estravel 24/7 helpline
*Protecting the privacy of our passengers, we provide feedback anonymously.
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“I’m in Brussels and I just got a room at the Sheraton. I am flying out tomorrow morning. Thank you very much for your sincere, friendly help. You have no idea what a joy and support it is to have you. You are the epitome of sincere customer service and true humanity. You always go that extra mile. Perhaps my gratitude is too small compared to the value you create. So I hope that in the world you also meet people who are friendly, human and supportive.”
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“Thank you very much for your help. I understand the situation, and I am extremely grateful for all your efforts and support. I have written to Daiva many times that Estravel is almost the only company where I experience unconditional friendliness in customer service. It is a pleasure to write to you and to receive your letters every time.”
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“Thank you for the detailed information – I have filed a claim for a cancelled flight. I would like to thank your colleague Gabi who helped me with the flight transfer. She did a professional job! Thank you for your patience, stubbornness and successful catching of the flight.”
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“We have been using Estravel as our only tour operator for over 6 years and are very satisfied. Fast response to our requests, a wide range of services and most importantly 24/7 support during all trips. This was very important during Covid, but it is also very important now. As a cherry on the cake, Estravel organised two unforgettable team-building trips for us! Thank you for your cooperation.”
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“We are delighted to be working with Estravel – a great team that responds promptly to queries, prepares excellent offers, informs us of planned strikes, always sends us reports of passengers whose destination may be affected by planned airline strikes and offers us alternatives to flights so that we can have peace of mind for our passengers.”
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“In the couple of years that I have been working with Estravel colleagues, the whole process has always been smooth. I am very satisfied with the service, the offers and the speed of the replies. Keep it up!”
If you have any questions or need help with your travel planning, don’t hesitate to contact Estravel – a reliable, professional and flexible travel partner and advisor.
