A message from the Team at UK-based Tour Operator Oonasdivers:
A Message To Our Valued Guests,
We hope you and your families are safe and well. Our thoughts are with you, and all of those in the UK and across the world that are affected by the current situation.
The past weeks have proved to be a very challenging time for us as a team as we genuinely care about not only our business and the service we offer, but also our suppliers, our customers and the Tourism Industry worldwide. We consider ourselves very lucky to spend our days organising fantastic diving holidays as this is our passion and has been for over 30 years, along with this we get so much joy from providing exceptional customer service to each and every person that we deal with.
We would like to take this opportunity to thank all of you for your patience and understanding at this time, we are aware that we have not been able to respond with the speed that you will be used to for which we apologise.
With this in mind, we have made the decision to reduce our telephone opening hours to 10am – 2pm to allow us to best support you, our guest, and our Oonasdivers team during this period.
This change will help us manage the flow of communications from our guests as well looking after the wellbeing of our team. It will also assist the speed in which we are able to respond to you.
Please be assured that we are still working tirelessly outside of these hours to enable us to be able to contact everyone with the most up to date information that we have. With regards to emails, we are receiving a high volume of incoming correspondence and our responses may be slower than the service you would have previously enjoyed. We are working on a departure date order and aim to be in touch with everyone due to travel 14 days prior to their departure date.
We understand this is a worrying time, as it is for us as a business, and we ask for the support of our client base as we work towards a resolution. We can assure you we are working very hard to get the best outcome for you, our guests, to ensure that you can continue to enjoy the holidays that we have provided for many years.
We would ask that you take a moment to consider all our local partners whom we have supported over the years, some of which will suffer hugely as a side effect of this pandemic. Our resolve remains strong to continue to support the many people across the world that we, as a business, have had the pleasure to grow and develop with together over may years.
As we are sure you are aware, the COVID-19 outbreak is having unprecedented effects on many industries, especially airlines, with many temporarily grounding much of their fleets. During this time, many airlines and in location suppliers are changing their terms of business, mainly removing the ability for cancellation and refund and only allowing re-booking within certain timescales. Unfortunately, this means that in a majority of cases we are only able to provide you with a future travel credit voucher. We are working with our partners to minimise the inconvenience this will cause to those involved and our aim is to re-book holidays at the same price ensuring clients are not out of pocket as part of our commitment to deliver a good service to you our valued client.
Throughout our years of service, we have held the ATOL certification which means that any monies held by us are fully financially protected under the scheme so please be reassured that your money is 100% safe.
Some information from the CAA:
ATOL stands for “Air Travel Organiser’s Licence” and is backed by the UK Government, our ATOL number is 4032.
ATOL is the UK’s financial protection scheme that ensures your funds are safe you when you book a holiday with an accredited organisation, such as ourselves. If an ATOL holder ceases trading the government backed scheme will step in to provide a refund to all customers that have funds held with the organisation where the holiday booked includes a flight.
We will be carefully monitoring the global situation on a day to day basis and will keep you updated as the situation improves. All of us are looking forward to getting back in the water, as we are sure you will be too, in the meantime please stay safe and let’s keep dreaming of our next underwater adventures.
The Oonasdivers Team