Trade-only operator If Only addresses agent demands with a new concierge programme, filling a crucial gap in the travel service sector.
- The programme targets high-value bookings, enhancing customer experience with tailored services and exclusive arrangements.
- Agents will receive notifications and details of available concierge services shortly after qualifying bookings are made.
- The initiative aims to simplify the booking process for agents, offering additional support and streamlined services.
- If Only underscores its commitment to satisfying customer demands through continuous feedback and service innovation.
Trade-only operator If Only has taken a significant step to meet the needs of its agents by launching a concierge programme, seen as addressing a “missing piece of the jigsaw.” The initiative is designed to enhance the customer experience, particularly for those booking high-value trips. The new programme aims to provide a more tailored and exclusive service, targeting long-haul bookings exceeding £25,000 and European bookings over £20,000.
As part of the concierge programme, If Only’s services will include booking specific hotel rooms, arranging fast-track security at airports, and organising special celebrations at resorts. This move reflects the growing demand for customization and luxury in travel packages, as customers increasingly seek added value with their bookings.
If Only’s general manager, Gordon McCreadie, highlighted, “Agents have been saying one of the missing pieces of the jigsaw is concierge. Particularly over recent years, customers are becoming more and more demanding with what they have within their package and they’re looking for those extra bells and whistles.” His statement underscores the pressure travel operators face to innovate and deliver more personalised services.
Following qualifying bookings, agents will receive an email within two weeks, detailing the concierge services available for the customer’s holiday. Additionally, a reminder email and booking form will be dispatched at the balance stage or 10 weeks prior to departure. This process aims to streamline service engagement, ensuring agents can easily incorporate concierge options into their offerings.
Tracy Docherty, If Only’s sales director, noted that the new policy would simplify concierge-style bookings significantly. The company estimates its average booking value at approximately £15,000, signifying a notable threshold for qualifying for the concierge service. The initiative is part of If Only’s broader strategy to listen to and act on agent and customer feedback, continually adapting to market demands.
The concierge programme reinforces If Only’s strategy of aligning services with agent feedback and evolving customer expectations.
