Worldwide travel company Kuoni pulls out all the stops to amend thousands of holiday plans at short notice alongside change to FCO advice

  • Travel company overwhelmed with messages of support

  • Customers say they’ll be back to book a holiday as soon as it’s safe 

Working around the clock in extraordinary circumstances, the team at luxury worldwide travel company Kuoni has been pulling out all the stops to help customers get home from destinations all over the world and help them amend their travel plans at short notice. 

The Kuoni team has been overwhelmed by messages of appreciation, thanks and support from customers.  

Changes to Foreign & Commonwealth Office advice yesterday advising British nationals to avoid all non-essential overseas travel has meant that it is no longer possible for customers’ holidays to go ahead. Thousands of holidays are being cut short, moved to alternative dates or cancelled. 

From Costa Rica to New Zealand and Cambodia to Sri Lanka, Kuoni’s team has been helping customers who are currently on holiday in countries all over the world to talk to them about alternative plans to cut their trip short and return home.  

The team has also made hundreds of calls to customers with imminent travel plans to help them amend their bookings.   

Derek Jones, CEO at Kuoni, said: “The commitment and teamwork has been astonishing. We’ve done all we can in a very difficult and uncertain situation to go the extra mile to support customers. It is not easy and we are having to make decisions quickly, but we are hugely appreciative of the flexibility shown by customers and their understanding and patience.” 

“We’ve been overwhelmed with messages of support from customers, who are thankful to have real people to talk to and help them. We are trying to keep smiling at a very difficult time for the travel industry.” 

One customer commented: 

“Thank you for being so kind to my daughter today.  When your wedding may potentially be cancelled, your honeymoon is definitely cancelled, you might lose your job and you go into the Kuoni store and the lady offers you a glass of Champagne, as I obviously looked like I am going to have a breakdown, I could not be more thankful for how amazing this lady was. I never knew how grateful I would be for some kindness and Champagne.” 

Other comments have included: 

“In very tough and stressful times for the travel industry, I would like to say that Zoe in Kuoni Meadowhall who has provided excellent service today, answering queries and questions about a forthcoming holiday, and given good advice about what to do.” 

“Thanks Kuoni Solihull for your kind, friendly and professional service.” 

“We’ve booked through one of your agents and I can’t say enough. They’re doing a brilliant job, thank you.” 

“You guys are doing a fantastic job at a difficult time.  Huge respect.”


Contact the press team

Rachel O’Reilly
Head of Communications
Email | Twitter
+44 (0) 7866 427870

For the latest press information or images please contact a member of the team.

About Kuoni

Kuoni Travel UK is part of DER Touristik, one of Europe’s leading travel groups. Kuoni has continued to set the pace in luxury worldwide travel in the UK market for the past 55 years and is regularly voted one of the best holiday companies in the country by readers of national newspapers and travel industry titles. The company excels in creating tailor-made holidays and honeymoons to more than 90 destinations around the world. Since 2008 Kuoni has grown its retail network across the UK and can be found in 48 locations on premium high streets and in selected John Lewis department stores. Each store is unique in design and showcases Kuoni’s Personal Travel Experts and personalised customer service.