MTG Hours of Operation
Core Office Hours
Mon: Fri 9am – 5pm
Sat & Sun: Closed
Admin & Accounts
Mon – Fri: 9am – 5pm
Sat & Sun: Closed
Agent Support
Mon – Fri: 9am – 9pm
Sat & Sun: 10am – 6pm
Out of Hours Agent Support
A member of the HO Team will be monitoring support ticket requests between 8.30am – 11pm 7 days a week.
We ask that you use Out of Hours Agent Support for essential booking support and urgent assistance only outside of the standard Agent Support hours.
If you try to contact us for OOH support and don’t get a reply right away please submit a support ticket marked as Urgent and we will contact you as soon as we can.
For the avoidance of doubt:
Admin Support is for post-booking support including confirmations, ticketing, vouchers, and refunds, etc. and operates Mon – Fri 9am-5pm.
Agent Support and Out of Hours Agent Support is for essential support in order to make a booking or during the booking process. It can be for things like supplier logins that are locked out if required immediately, card authorisation, supplier booking system issues, or essential advice to ensure that the booking is made correctly.
Emergency 24/7 Out of Hours Support is available 365 days a year and is for in-resort or travel emergencies ONLY. Please submit an Urgent Support Ticket with as much information as possible AND call 01414656570.
Contacting the office
We love to hear from you but at times we’re really busy and requests conveyed by phone or on messages can be forgotten, or lost in the daily deluge of emails, and not acted on in a timely manner. So if you need us to take action on anything to do with a booking please submit a Support Ticket.
We’re always happy to block off some time for a zoom meeting or phone call with you if you want to discuss anything with us. Just let us know in advance and we’ll agree a day and time that suits. You guessed it – raise a support ticket to arrange this!
We’re still available to have a chat when we’re not busy if you call the office during office hours, but please don’t be offended if we can’t talk because we are in the middle of things or if in conversation you ask us to do something, and we ask you to submit a support ticket!
Methods of Contact
Support Ticket: If you need us to take any kind of action on your behalf or if you need information that you would normally have sent an email for.
Portal Live Chat: For quick questions or to ask general questions that you might previously have sent a WhatsApp, Messenger or text to ask.
Calls: During the hours of operation above – Call 0141 465 6570
Thanks,
Garry
Garry Butcher
Operations / Product Manager
Merlin Travel Group
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