Traditional travel agents are dying a death because customers today want better and better service for everything. And good service is what I hope we offer.
One of the reasons high street agents are suffering is because they don’t offer impartial advice. The customer shouldn’t be surprised to find that if they go into one of the high street agencies owned by the big four (Going Places, First Choice, TUI or Thomas Cook) that they are much more likely to be offered a holiday from that agency’s parent company.
Impartial and knowledgeable advice is necessary because the lowest price isn’t always the best price for your holiday - especially if it means you end up in a resort that doesn’t suit you. I’m often asked whether there’s a temptation always to sell the most expensive holiday because agents work on commission. I believe that if you care about customer service and you want your customers to come back every year, you won’t abuse them. If you sell them a bad holiday, they’ll never use you again.
The secret of our success has been based on building an emotional attachment to the customer, giving exceptional customer service and instilling in our Travel Counsellors a self belief that they can achieve what they want to achieve.
On all three counts the high street is in denial. They have become just booking offices where staff tap into computers, sell on price and add no value in expertise and advice to the client. They don't look after customers and anticipate what the customer will need once on holiday. Most staff simply aren't given the tools or inspiration to express themselves and believe that they are the best.
So it is hardly surprising that we now see more travel agencies closing in the high street as customers vote with their feet and book elsewhere.
David Speakman
Travel Counsellors bestuursvoorzitter
Some of the content of the magazine refers to flights or prices from the UK. At Travel Counsellors Ireland we can source flights from Ireland and provide full quotes in Euros. Please call me for latest availability and prices.
