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Information to Customers about Refund Credit Notes
What we’re all going through right now is unprecedented and unique – it has never happened to any of us in our lifetime. Our world is slowly reopening but most of it remains closed. We are all feeling the strain of this incredible change. We are working tirelessly to solve the needs of our customers and we wanted to give you some information about what we are doing.
As an independent travel agent, we don’t own the airlines you are flying with and we are reliant on your flights being refunded by our partners. No doubt you will have heard the news that every one of these companies are struggling right now. This means we are not getting the money back from these partners as quickly as we would like. Many airlines are only offering vouchers (refund credit notes) for future travel.
Please rest assured that Soliman Travel is working closely with airlines on behalf of our clients. In normal times refunds are processed nearly instantaneously. Due to the unprecedented and ever-changing COVID-19 restrictions, many airlines have stopped this instant refund process and reverted to an older, slower system. This means that refunds, if provided by airlines, may take up to 18 weeks for the airline to process after being approved.
As an agent for the airline, we are subject to their policies and timeframes. However, our teams are continuing to work with our contacts with all major airlines to ensure better outcomes for our customers.
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"We had a wonderful experience! All the sights and places we visited were amazing. The hotels were very good indeed. Everything was superbly organised and the local people who looked after us were excellent. Many thanks indeed to you and your staff for such excellent organisation and arrangements. I think we will definitely have to visit again!"A.S. (February 2019)
"Soliman Travel was the best partner for our Honeymoon! Staff were eager to design the best possible experience for us and to show us how amazing Egypt is. Everything went smoothly as planned, and we received excellent recommendations from the agency regarding hotels and places to visit. It was an unforgettable trip that wouldn't have been possible without Soliman Travel's leadership and expertise. Thank you!"OYD (December 2018)
We are still owner-managed and retain a friendly, personalised, hands-on approach.
Fully bonded travel agency & tour operator registered with IATA, ABTA & ATOL.
Holidays designed completely to your vision, interests and budget.
Special perks: extra baggage allowance; longer deposit times; flexible booking conditions; loyalty card.