The Outlook Customer Charter

Our core standards, values and beliefs are grouped into four quality pillars.  These define what our customers want and what we are committed to deliver.

A commitment to safe, secure and responsible expeditions:

• We are committed to safety which includes comprehensive risk management systems, highly competent leaders and world class expedition support from the UK
• We provide total financial protection through ATOL, a fair price and fundraising support
• Our people are highly professional, experienced and are passionate about expeditions
• We are big enough to deliver, small enough to care
• Our Ethical Charter ensures that we minimise the impact of our business on the environment.

Committed to personalised customer service:

• Each school will be looked after by one of our staff who is solely responsible for coordinating the expedition programme
• We will communicate with customers how and when they want and will respond to all customer contact within one working day
• We commit to accurate administration of expedition programmes.  We aim to get it right first time, every time.
• We promise that any complaints will be dealt with personally by our dedicated Customer Service Manager
• Our Regional Charter commits us to deliver elements of our programme near to you, saving you time and travel.

Committed to a Tailor-Made expedition experience:

• We offer an unrivalled choice of expeditions that are Tailor-Made to meet the needs of the school, the teacher and the team
• We promise to be transparent in our dealings with our customers and deliver the expedition as agreed at the point of sale
• Every expedition is specifically designed to provide maximum opportunity for personal development
• The Outlook Project Code commits us to provide worthwhile overseas projects that mutually benefit the community and the team.

We are committed to provide the best Expedition Leaders:

• All of our Expedition Leaders meet exacting standards in the management of risk and the facilitation of personal development
• Your Expedition Leader will be appointed four months before the expedition departs
• We guarantee that every parent, teacher and team will meet their leader prior to departure.
• Our Leader Guarantee commits us to replace the allocated Expedition Leader if the school, teacher, participants or parents do not think that they are suitable.