Bishop Stopford School: Interrupted journey to France

The Diversity Study Trips team booked and confirmed a Battlefields trip for Bishop Stopford School. Whilst on the trip, the group’s journey was interrupted due to traffic issues causing delays. The school required our support during this disruption, to rebook onward elements and ensure the remainder of the trip remained unaffected.

Diversity Study Trips Response

1. Group Leader liaising with our Operations team to outline situation

Our Study Trips Operations team are responsible for bookings from point of conversion until the groups return from their trip, they are supported out of hours by our in house 24/7 emergency support team. Our Operations team provide group leaders dedicated and focused on pre-departure support; finalizing all the vital details (rooming, meals, timings for visits and attractions). Anoushka, who is a Senior Consultant on the team, liaises with the experienced group leader, and is fully aware of the booking as she had carried out the pre-departure quality check. Immediately we speak to the ferry operator to investigate the next possible sailing, and ensure the group are being rebooked. We make calls to the hotel, and liaise with the coach operators office, to advise of new sailing and arrival times. Whilst we work on the booking, Anoushka ensures the group leader is kept updated and assured that all necessary steps are taken. Our Operations team member secures a free change of date with the ferry operator, due to Diversity Study Trips supplier relationship management and buying power. Our Operations team were also able to add a group meal onboard the later crossing, as the group are now having a much longer travel day, too late to visit the originally booked restaurant.

2. Updates to remainder of itinerary

The Operations team member update all suppliers involved of the new timings and confirms this to the group leader. The longer travel time, and late arrival has a knock-on effect for the following day, so the itinerary is updated and shared with suppliers and the group leader. The trip continued successfully, and we received positive feedback from the group leader after the group safely returned to the UK.

Client feedback

"It’s always worrying using a new company for school travel especially as we’ve used the same for quite a while, but I decided to take the plunge and see what they could offer. Everything was dealt with efficiently and quickly from the initial enquiry with Kristin to the booking and organisation of the itinerary and fine details with our travel expert, Anoushka. She was so good and made our experience really personal. We had a travel issue - not the company's fault but due to an accident on the way to the ferry terminal which impacted the first day of our itinerary in France and ferry travel. Problems were ironed out smoothly and so professionally, even though I had a slight panic my end! There was no need to worry. Our trip leader used the emergency contact details in France and received outstanding service. So much so, we are booking again for a different destination and really looking forward to it. This could be the start of a beautiful relationship!"

Caroline Duffy – Visits Coordinator, Bishop Stopford School