Aviate - By your side
It’s been a rough few weeks for us all.
At Lime and Aviate we have tried to keep everyone up to date with our situation, airline policies and industry news. As we are now ‘more settled’ we have started to move our attention and priorities to other matters.
To assist with our communications, I will now produce a twice weekly Bulletin (Tuesdays and Fridays). This Bulletin will focus on key matters incorporating Lime and Aviate news and updates, as well as dealing with issues as matters unfold during this crisis. Please share these with your relevant colleagues so that everyone is kept up to date. The Bulletin will also include our Service Level updates that Jayne Bond has been sharing so far.
CLICK HERE FOR THE FULL BULLETIN
Frequently Asked Questions
We understand that you may have some questions regarding your current bookings. With that in mind, we have put together an FAQ document detailing the answers to some commonly asked questions. We will continue to keep this updated as the situation evolves.
Service Level Update - Wednesday 25 March 2020 09:45
As of Monday morning, Aviate has taken the decision to implement remote working across our entire business, in respect of the governments advice to avoid non-essential contact. This means that we are unable to deliver our webcast Q&A which was scheduled for 15:00.
From this afternoon, all teams across Aviate and the Travel Innovation Group will leave the office and set up from home. We do not anticipate any disruption to our service during the move, or longer term, as we have successfully trialled most of our support teams working remotely over the last couple of weeks.
We continue to support our tour operators by email only for the time being.
Urgent Notification - updated 11:53AM - SATURDAY 21 MARCH 2020
Due to the continually evolving Covid-19 situation, we want to reassure our tour operator partners that we are here to help you during this difficult time for the travel industry.
We have made the decision to keep the telephone lines closed as this has proved the most efficient way to help our tour operator partners through this challenging time. Please see the information
Important information relating to all bookings due to depart the UK before midnight on 30 April 2020
We will be cancelling all flights within PNRs which are due to depart the UK up until midnight on 30 April 2020- this applies to all bookings originally made on avaiteworld.com or within Amadeus (separate communication will follow for other GDS).
You do not need to contact us in relation to any applicable bookings, an exchange travel credit will be held on your account for when your customers want to rebook.
The vast majority of airline policies no longer permit refunds, you can view the updated policies here
What does this mean for you?
For bookings departing prior to midnight on 30 April 2020, you do not need to contact us.
What do you need to do?
When your clients are ready to rebook, this can be done as usual on our website aviateworld.com or via Amadeus, simply log in and follow the steps below:
Make a new booking as you usually would
The following information needs to be added into the Reference Field on the new booking stating ''C19'' with the original PNR to remind you that this an exchange travel credit booking.
These new bookings will have to be ticketed by us offline, this way we can use the airline exchange travel credit we have from the original booking forward to the new one.
IMPORTANT- Please do not ticket these new bookings yourself or we will not be able to use the credit from the original booking against the new booking.
Already emailed us?
You do not need to follow up with us. This notification supersedes all previous notifications sent by us. If your bookings are departing before midnight on 30 April 2020 the new policy will apply.
For bookings departing after midnight on 30 April 2020, we will send an update in due course.
We are prioritising customers who are in resort and need repatriation, as these will not fall under this policy.
If your customers are in resort, please contact us on email@example.com quoting 'IN RESORT' in the subject line. Please ensure you leave a contact number for a member of the team to call you back.
Due to the government advice against all non-essential foreign travel, in addition to the widespread travel bans, we are now taking the decisive action in order to open up further communication channels as soon as possible.
Please continue to monitor your inbox and our website for further information and updates.