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Bentours demise: how Hurtigruten is helping


Hurtigruten’s response to the Bentours collapse and the steps we’re taking to assist passengers.

Following the collapse of Bentours, Cox & Kings, and Tempo Holidays last week, Hurtigruten has acted swiftly to assist travel agents and guests to secure their bookings on Hurtigruten product.

 

Hurtigruten has established a dedicated email address and web page on its Australian website and employed additional staff to deal with enquiries from concerned agents and guests. 

 

Image Hurtigruten

 

Since the news of the collapse broke on 19 September, Hurtigruten has responded to more than a thousand enquiries, with bookings for imminent travel given priority attention. Hurtigruten estimates more than 4000 guests may have been affected by the business collapse with many guests due to depart in the next fortnight. 

 

“We know how stressful this situation is for people who had planned and booked a once-in-a-lifetime experience that may include Hurtigruten,” says Hurtigruten APAC Managing Director Damian Perry.

 

“And we are working around the clock to find travel solutions for those guests.”

 

Hurtigruten will ease the pain and disruption for those that have paid a deposit on voyages with Hurtigruten. Travel agents and guests can now pay the balance of their Hurtigruten booking elements directly with Hurtigruten. Hurtigruten will absorb the lost deposit and pursue those deposited funds through legal channels. This applies to Hurtigruten elements only.

 

Guests that have paid in full to Bentours are being assisted to secure their bookings. Hurtigruten will not cancel any bookings without consultation with affected guests and/or agents.

 

“We are working closely with agents to investigate their options via the Australian Federation of Travel Agents (AFTA) ACS chargeback scheme. We encourage protected agents to follow the AFTA guidelines and process to secure funds,” says Perry. 

 

Travellers should first and foremost engage with their travel agent to get the best solution. 

 

“We’re here to help, and resolving these issues will continue to be our top priority over the coming days and weeks. We hope to make sure any of those affected who have dreamed of a voyage with Hurtigruten will still have the opportunity to experience one of our extraordinary nature experiences.” 

 

Any affected travel agents or guests should visit hurtigruten.com.au/bentours for information and assistance.

 

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Published: 25 September 2019


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