COVID-19 Deliveries & Returns
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COVID-19 Coronavirus Update

OPEN AIR: BUSINESS NOT AS USUAL

To read our updated Delivery and Returns policies please click the appropriate link below

Deliveries

Returns

 

To our Dear Customers,

Open Air opened in 1990, since then it has provided a service to those looking to enjoy the outdoors. 

We care deeply about our community, in fact this is so important we embedded it into our company values. It has been so distressing to see those and others across the world being torn apart by this awful virus.

We were determined to remain open during this incredibly difficult time, we know our customers value the service we provide. We have been assessing the situation each day to ensure we put the health and safety of our employees and customers first and made the difficult decision on Thursday to make our stores by appointment only running a minimum staffing level. From tomorrow, Monday 23rd March, we are closing the store in Cambridge. We will continue to assess the situation each week but at this stage we don’t expect to be able to open our physical store again for some time but of course we will update as soon as we are. We do, however, have our online operation and a dedicated Customer Service team on the phone, LiveChat, and email.

We have also been planning and reacting as the situation develops, below are some of the steps and actions we have already taken as a business: -

  1. Our store teams have been kept on and employed, most working on our website or with our Customer Service team so the same people you know in store will most likely be answering the phone or responding to emails. Much of what we can do in the future will depend on Government support but we will do our utmost to ensure our people are looked after.
  2. Our Support Team such as Finance, HR, and Customer Service are working from home. Where we do have teams in store they are on skeleton staffing minimising contact with other personnel so they can provide the most basic business function of being able to despatch stock for our web business.
  3. Every product available in store is also available on our website. We are working on improving the content as we speak with more blog articles, news, and details.
  4. We plan to find new ways to support the communities in which we operate with initial ideas: -
  5. We will be offering more useful advice from our team on how to safely enjoy the Ourdoors whilst following Government guidelines.
  6. We’ll be helping you to get your existing gear in top shape, offering advice with free online sessions and remote support.
  7. When it is safe to do so we plan to organise community projects such as litter picks.

There is a proverb, “the darkest hour comes just before the dawn” and this certainly is a dark hour but as a company, as a country, as a race we have endured the darkest of times and through adversity we have learnt to shine again. Our hope is that people can find new ways to come together. The outdoors is our passion, we love getting out whenever we can. We know this may not be possible now but we also know that people will want to get back out again when they can and we want to ensure that we do everything we can to help.

We understand the current situation is incredibly concerning, especially for the vulnerable in society, and anything we can do to work together to support each other.

Thank you for any support you have shown to Open Air, stay safe and keep in touch. All the messages we receive are shared with our teams on our company forums.

Simon Pollard

Managing Director

 

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