Out of Hours Assistance
We're Here To Help You
We want your holiday to be as seamless and enjoyable as possible. However, we also understand that travel doesn’t always go exactly to plan. If something unexpected occurs outside our normal office hours, our out‑of‑hours assistance service is here to support you.
This service is designed to help customers experiencing time‑critical travel issues, such as imminent departures or unexpected disruptions.
Travelling with Your Cruise Operator?
If you are already in the care of your cruise operator, or are due to join their cruise package shortly, we recommend contacting their local representative using the emergency details provided in your final cruise documents.
During Office Hours?
Before using the out‑of‑hours service, please check whether our office is open. Our opening hours are:
Monday – Thursday: 09:00 – 19:00
Friday: 09:00 – 17:30
Saturday: 10:00 – 16:00
Sunday & Bank Holidays: Closed
(UK Time)
If we are open, please call us directly on +44 (0) 203 924 8888.
Out-of-hours
All out‑of‑hours enquiries are assessed by our support team and prioritised based on urgency
- Assistance needed within the next 4 hours
These enquiries receive the highest level of priority, and our team will respond as quickly as possible.
- Assistance needed in more than 4 hours
You will still receive full assistance. Our team will contact you as soon as the most time‑critical cases have been resolved. We appreciate your patience and understanding.
This approach ensures that customers with immediate travel needs receive the fastest possible support.
What to expect
- Your enquiry will be reviewed and assessed by our out‑of‑hours team.
- You will receive clear communication once your case is being actively handled.
- Support is provided based on urgency, rather than the order in which enquiries are received.
We understand that travel issues can be stressful, and our team is committed to helping resolve your situation as quickly and smoothly as possible.
The best way to contact our Out of Hours Assistance is through our online form:
If you would like to report your emergency by phone, please call +44 1344 283 371 and a member of our team will be happy to assist. Please note, emergencies reported by phone will also be prioritised based on urgency