Dear Penny & Heather,

I wanted to take the time to acknowledge the outstanding efforts and support that Spencer Travel, and in particular, Heather Del Vecchio provided us when we were caught up in the Bali Ash Cloud fiasco a few weeks ago.

It was a very stressful time for us as we were in Bali with our 3 young sons.  Our flights were cancelled and subsequently rebooked 4 times, resulting in 8 additional days delay, and each time we had to negotiate new accommodation bookings, room moves, transfers etc.

Heather and her team were incredible, always willing and available to go the extra mile to assist us.  Further, as we were delayed over a weekend, the Spencer Travel 24hr support team were also in communication with us, trying to assist in every way possible.

Heather was always cool, calm and very reassuring, and it was evident that Spencer Travel’s preferred relationships with the Hotel in question allowed us to keep rebooking there, as each time we tried to enquire directly if we could check back in after each delay, we didn’t have any success.  We are thoroughly sold on the benefits of using a specialised Travel Agent as opposed to booking ourselves.

I should also point out that Heather was also very helpful in providing receipts and travel documentation required for our Travel Insurance Company after we had returned back home.

I simply cannot speak highly enough of Heather Del Vecchio and Spencer Travel.  It really made all the difference at a time when we needed extra support and assistance.

Kind regards
Andrew and Rebecca Head