Frequently asked questions

Travel Related Questions

Training Related Questions

What travel services does TME offer? Who is eligible to apply for the training?
How do I make a travel enquiry? How can I refer someone to TME for training?
How will you deal with my enquiry? What are the objectives of the training?
How can I book? How is the training funded?
How can I make a payment? Can I study for a recognised qualification?
Will my booking be bonded & secure? How do I apply?
Why should I book with Travel Matters?  

What travel services does TME offer?We are a fully bonded travel agency and can arrange anything from domestic flights to worldwide tailor-made holidays. We book package holidays, city breaks, flights, hotels, taxi transfers, car hire, visas, travel insurance (single trip and annual), cruises, ferries,rail tickets and much more for both individual and group travel. We handle both leisure and business travel and always aim to provide an efficient and courteous service. We also have more than 15 years experience of booking special needs holidays for NHS Trust residential homes and understand their requirements, having an extensive data base and knowledge of accommodation suitable for travellers with disabilities.

How do I make a travel enquiry?To make an enquiry with Travel Matters Enterprises either:- Telephone :01737 789997, Mon – Fri, 09.00 – 17.30Email: Or send us your enquiry using our online contact form One of our consultants will always be happy to help, whether you know precisely what you are looking for or whether you want advice and assistance in planning travel arrangements.

How will you deal with my enquiry?Your enquiry will be managed by one of our experienced travel consultants. We offer in depth research on each and every enquiry we handle. Our recommendations will be given to you either by telephone, email or post as preferred. Our offices are open Monday – Friday 9.00 – 17:30

How can I book?To confirm a booking you will be required to make payment (either deposit or full payment) at the time of booking. Bookings can be confirmed by telephone or email during office hours Monday – Friday 09.00 – 17:30.
Depending on the nature of your booking you will be required to have some or all of the information listed below before the booking can be confirmed:
– Full names (as per passport) of all people travelling (and dates of birth for any children travelling) including title eg Miss / Mrs /Mr
– Any special dietary requests
– Notification if wheelchair assistance is needed for air travel
– Details of means of payment (card number / expiry date / security code)To confirm a booking with Travel Matters Enterprises either: Telephone: 01737 789997, Mon – Fri, 09.00 – 17.30 Or email: (Please note we do not advise sending payment details by email, see below)*Please note we do not currently take bookings online

How can I make a payment?We accept most major debit/credit cards. For reasons of security card details should be relayed by telephone to a member of staff rather than by email. A 2% surcharge will be applied to any booking where payment is made by credit card. No surcharge applies to debit cards. We also accept cheque/cash payments.If you are making payment by card we will need to know:- the card number

– the expiry date

– the security code on reverse of card

– the card holder’s name

– billing postcode and house number

Will my booking be bonded and secure?Travel Matters Enterprises Ltd is a member of the Global Travel Group and all customers’ monies are paid into a Trust account which can only be used to pay operators. As such all bookings are secure.

Why should I book with Travel Matters Enterprises?We aim to provide a high quality, cost effective, efficient and friendly service designed to cater for all your travel needs. Travel Matters Enterprises is also a not-for-profit Social Enterprise with twin objectives: we operate both as a Travel Agency and also as a training centre for individuals recovering from mental health problems. We have been in operation for over 10 years and all the proceeds from the travel agency go towards the running of the training that we offer, so every booking really does help to make a difference to peoples lives.

What kind of training does Travel Matters Enterprises offer?At Travel Matters Enterprises we provide on-the-job training in a fully functioning travel agency. In general terms you will learn as you work, with the assistance of our team leaders and training co-ordinators, although we do also run workshops periodically aimed at specific skills. The work will include dealing with travel enquiries, making and administrating bookings, dealing with customers and general office administrative duties. Trainees are actively encouraged to be involved in all aspects of the business, including IT, web design and marketing. We also offer an ECDL training programme where you can obtain a recognised qualification in IT.

Who is eligible to apply for the training?The training is aimed at individuals recovering from mental health problems who are not in full-time employment and who are resident in the East Surrey area.

How do I apply for the training?All applications for training must be made via a recognised referring body, such as:– CPN- Care co-ordinator

– GP

– Work services body (ESRA, RFET etc)

Once we have received contact from the referrer we will arrange a meeting at our offices in Redhill, where you will be given an overview of what services we have to offer as well as an opportunity to ask any questions that you might have. Upon completion of our standard application form a decision will be made normally within 3-5 working days and if applicable a training session will be offered to you which fits in with your schedule, depending on availability.

How can I refer someone to Travel Matters Enterprises for training?If you have a prospective trainee that you would like to refer to Travel Matters please contact Paul Chouls or Andy Evans on 01737 789997 or by email

What are the objectives of the training?Each individual who trains at Travel Matters will have their own objectives, which we will identify and assess through regular monitoring and review, to enable us to provide a focused and individually tailored training programme. The training also aims to develop self-confidence and self-esteem, whilst providing trainees with a structure to their day. In this way we provide the opportunity to develop interpersonal, IT and customer services skills with a view to a return to open employment.

How is the training funded?Travel Matters Enterprises Ltd. has a service level agreement with Surrey Primary Care Trust to provide work experience and training for individuals recovering from mental health problems who are resident in the East Surrey Area. Travel Matters Enterprises Ltd is a not for profit Social Enterprise and as such all commissions from travel bookings are used to contribute towards the running costs of our training programme.

Can I study for a recognised qualification with Travel Matters Enterprises?All of our attendant trainees have the opportunity to study for the ECDL computer training certificate.For further details please visit the ECDL section of our website, or click here.