Call 0845 241 3406


Opening Times
Monday - Friday: 09:00am - 17:30pm

Address from Sarah Wilson - ACE Travel

Address from Sarah Wilson - ACE Travel

Dear ACE Clients


We are now 1 week into the country’s “lock-down” and I’m sure many of you will now be having a very different routine, like me. Hopefully you are all safe and well and staying protected from this awful virus.


We are all working from home now and fully contactable, although please excuse a young child in the background or a dog barking! Unfortunately due to the severity of the impact this virus has had on the travel industry as a whole, the industry is 90% down on last year’s figures, we have been forced to take some cost saving measures and some of our team will be “furloughed” from 01 April. We will re-instate them all as soon as we possibly can.


Our main priority right now is re-patriating travellers who are stranded. We’ve been able to assist many people in the last few weeks, whether they have booked with ACE or not. The airlines have not been able to cope with the demand of passengers needing to change their flights and we have been able to step in and help.

Our second priority is fighting for the airlines to refund YOUR MONEY that you have paid for a service you cannot take. IATA regulations state that if an airline cancels a flight, for whatever reason, they must re-protect you to another flight or refund you in full. As you may be aware, the airlines have unilaterally refused to refund and are only offering vouchers for future travel, which are non-transferable from one person to another.

ACE are lobbying Government through our membership of the Business Travel Association to force the airlines to stick with IATA rules.

If you are affected by this, we welcome some “strongly worded letters” to add weight to our position to get your money back.


We are also using this time to update all our systems including reviewing your personal travel profiles. Please get in touch with us, we’ll welcome a chat anytime and if you would like to discuss your travel preferences and what we can do to help you.


Martine and I are also available for travel policy reviews. This will ensure, compliance, traveller health and well-being, legislation, transparency and financial diligence.


We’ll be keeping in touch and here to help with any matters. Please stay safe and well!


Best wishes,



Sarah Wilson

Mar 31 2020
Share Tweet