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We understand how much of an investment your holiday is and why we therefore need to demonstrate why you can confidently trust us to protect your money, keep you safe and to deliver an exceptional holiday.

Here are seven reasons why you can choose Pura Aventura with complete confidence and peace of mind.

1. Our customer service has been praised by Which?


During the pandemic, consumer choice magazine Which? praised Pura Aventura as one of 24 tour operators that provided outstanding customer service and promptly processed refunds where requested. Our Feefo reviews received throughout this period testify to our fair and transparent approach.

"I cannot fault Pura in any way. We had an amazing holiday to Brazil planned this year, curated especially for us by them with so many special and unique features. Although, like everyone we had to cancel due to the pandemic, Pura's reaction to this and their hard work involved in this stressful time was exemplary. We have just booked again with them for Portugal next year."

Jayne, December 2020 - see full review

2. Your money is fully protected

UK law stipulates that any and all money paid for our trips must be protected. Because the contract between us exists here in the UK, you get this protection regardless of where you live.

For holidays which include flights, your protection comes from our ATOL license 5408. For all other holidays, the protection comes from our ABTOT license 5331.

3. Your health and safety is our priority

Keeping you safe is part of our duty of care

We constantly work on health and safety with our partners and suppliers so you can simply relax and enjoy your holiday. Pura Aventura is a founding member of the Latin America Travel Association's working group on health and safety.

For the past decade, we have been collaborating with our 'competitors' to share best practices, audit suppliers, and improve standards to the benefit of all. In Spain & Portugal, the regulatory regime is consistently robust so our efforts relate to monitoring compliance.

So, while we train ourselves to handle an emergency, we focus much more of our efforts on minimising the chance of our having to use those skills.

4. We truly earn our customer feedback

We ask for reviews once our clients have taken their holidays, rather than once they've paid the deposit. So we know that we've truly earned the words they say, and you can be confident that they're reviewing the service from start to finish, including the actual holiday bit. We therefore love reading the responses we get and pass them around our team and to our overseas partners, who rightly share in that pride. Of course, if there's ever anything we can do better, we listen and we learn.

We also take the time to understand what our customers love about our service. The graphic below shows the words commonly used to describe our service in our Feefo reviews. The bigger the word, the more often it's used.

5. Our Platinum Feefo badge speaks volumes

Your Pura holiday is 5 star rated, for both our service and the holiday itself.

Feefo’s platinum rating requires three consecutive years of gold awards, we have 12, and counting. Their gold standard requires a score of 92% over the course of a year, we average over 98%. We have received our 2021 platinum award, meaning our 5 star customer service standards have been maintained through the covid pandemic.

Read our Feefo reviews

6. We're trusted by leading publications and travel writers

Leading travel writers and publications such as the FT, The Times, The Telegraph and National Geographic Traveller have trusted us to share some extraordinary journeys and stories with their readers.

From planning off the beaten track road trips through the jungles of Costa Rica and the mountains of northern Spain, to commenting on pioneering ways for tourism to boost wildlife conservation efforts in Argentina and Chile, we have long been a respected source of information and inspiration in the industry.

Read more: Pura in the press

7. We hold ourselves accountable

Pura Aventura is proud to be the UK's 1st specialist tour operator to become a Certified B Corporation®. We are officially part of an $80bn global movement of nearly 4,000 B Corp certified organisations using business as a force for good. B Corp is not a badge you get to stick on, it’s a legally binding commitment to take account of the interests of all stakeholders, not just shareholders.

It goes to show that our Travel Positive initiatives really are about doing a fantastic job for you while protecting the places we love and treating people well. B Corp is our way of proving to you that we do what we say.

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