The Travel Village Group has developed a ‘Travel with Confidence’ strategy in response to the Middle East conflict to support staff and customers.
The initiative aims to provide “reassurance at every stage of the booking journey” to ensure clients and business owners are “not left to navigate it alone”.
The agency has put measures in place to ensure customers are able to speak directly with someone who knows their booking with no call queue or automated systems.
In addition, there is a dedicated emergency response team to “support urgent situations whenever they arise”, in addition to “robust contingency plans” and “clearly defined service level agreements” for both customers and business owners.
The group has also “adapted quickly to changing customer sentiment” to proactively source and promote alternative holiday options away from regions affected by the clients, such as ex-UK cruises, European river sailings and UK-based breaks.
Another side to the strategy is to protect the wellbeing of staff, with teams “on hand” to provide guidance as needed.
Managing director Paula Nuttall said: “We are incredibly proud of our business owners and the way they have supported their clients throughout the UAE disruption.
“Many have worked through the night, going above and beyond to make sure their customers felt looked after and reassured.
“The positive results achieved are also a reflection on our relationship with our tour operator partners, something we as a family are hugely protective of.”
She added: “Our role as a business is to make sure they are never doing that alone. Whether that is through clear communication, operational support or simply being there to talk things through when situations feel overwhelming, we are here every step of the way.
“The level of care, dedication and professionalism shown across our network has been incredible, and it is something we are genuinely proud of.”
Chief executive Phil Nuttall added: “Travel will always face moments of disruption.
“What matters is how you respond – and our business owners demonstrate that time and time again.
“We have built our business around supporting them with the tools, teams and experience they need to look after their clients properly. That has been true during global events like Covid, and it remains true today.”
