Hi Teresa,
Thank you for taking the time to leave a review, we really value your feedback.
Our customers are our number one priority at Limitless Travel. We always want to ensure we always provide the highest level of service, and that our customers can enjoy a wonderful holiday whilst away with us. I apologise that on this occasion that you felt your experience fell below our usually high standards.
We have investigated your comments, and we would like to offer the following reply:
1. We are very sorry to hear that you were having difficulties getting through to us. We always provide a very high level of service to our clients on the phone as due to the differing natures of people’s disabilities and requirements we are always very thorough and want to make sure we can answer each query fully. As a result, it can mean that at times our phone lines are busy as all our team are talking with customers. If you are ever unable to get through, we always advise that you leave a message and one of our team will call you back as soon as they are finished on their call. For emails, we endeavour to reply to all email queries within 24 hours, but often this is much sooner and almost instantly.
2. Regarding the receiving of holiday information from us, you would have been sent a different piece of information from the moment you book until you travel. A booking confirmation is automatically when you book, along with a payment receipt from our independent & authorised payment provider. Then at 3 months, 2 months, 1 month, and 1 week to go before your trip an email is sent to you providing you with all the information you need for your trip. We're sorry that you didn't receive these for some reason, our systems show that they were sent successfully. If you would prefer to receive this information via post then that can always be arranged for you, and this will need to be requested at the time of booking. If you ever have any queries our Customer Service line is always open Monday – Friday 9.30am – 5.30pm as well as email and we are certainly happy to provide customers with more information about their holidays with any documentation or information you require available on request.
3. All our care packages are built specifically around your needs and tailored to your requirements. Our website lists our typical package, but of course everyone is different and has differing needs, so we are never able to provide a generic one size fits all approach, and therefore give guidelines to the packages. Full details of our Care Packages are on our website here: https://www.limitlesstravel.org/care/. A care assessment would also have been completed with you before you travelled by our registered care manager and details of the level of the care you will receive provided at both these stages. If customers do have any questions about these and want to know more, they are welcome to call us. We always aim to ensure our customers feel fully at ease and as comfortable as possible about their holidays.
4. We are sorry that the care you received was not at set times for each day. The care calls in the morning can change depending on the requirements of other travellers but always endeavour to provide them at the same time each day to meet your needs and preferences. If customers do want a set time, then our care team are more than happy to accommodate this. Regarding the missed evening care, we are very sorry if there was a mis understanding around this whilst on tour, our care team had understood that no care was required that evening but as you say otherwise this is something we will investigate as a priority to ensure this does not occur again.
I hope that we have been able to address all your concerns in this reply. We will also email you a copy of this response.
Should you wish to discuss this any further please call us on 0800 069 8060 and I will be able to assist and discuss it further with you.
Many thanks for your valuable feedback.
Best wishes,
Tasmin
Limitless Travel Customers Services
