Carrier formalises agent booking guarantee to offer ‘greater confidence’

Carrier has formalised a set of permanent customer commitments to give agent partners “greater confidence and clarity when booking for their clients”.

The operator’s Certainty Promise was shaped by “lessons learned” during the Middle East crisis, which “reinforced the importance of flexibility, personal accountability and rapid decision-making”.

The guarantee was centred around several key commitments, including price clarity, promising no fuel surcharges or additional flight costs once a booking is confirmed and built-in flexibility, meaning clients won’t pay amendment fees prior to departure.

The operator has also committed to providing agents with a single “accountable partner” throughout the booking process.

The Certainty Promise includes refund assurance, whereby in the event of disruption, Carrier said the team will “act quickly to secure suitable alternatives wherever possible” and handle cancellations “efficiently, with refunds processed promptly”.

In addition, the operator has pledged “human-to-human service”, offering agents “direct access to experts who understand every itinerary in detail and are empowered to take ownership, resolve issues quickly and support both agent and client throughout”.

A statement from Carrier said: “At its core, the promise formalises the service standards Carrier has long delivered and its approach to travel; one that is personal, human and accountable. Every journey is actively overseen by experience professionals, enabling agents to rely on clear, dependable outcomes, greater flexibility and a trusted partner to support their clients should plans change.”

Managing director Natasha Towey added: “When disruption happens, travellers don’t remember the policy wording. They remember whether somebody picked up the phone, solved the problem and took responsibility. And that’s what our Certainty Promise is designed to guarantee.

“The past few months have reinforced something we’ve always believed: luxury today isn’t simply about where you stay, it’s about having experts in your corner when things don’t go to plan.”