A new concierge programme has been launched by If Only, aimed at addressing an identified service gap. Agents had requested this addition to enhance their customer engagements.
Recognising the demand for elevated travel experiences, the company has integrated this programme to boost service delivery for high-value bookings.
The introduction of the concierge programme by If Only comes as a strategic response to the demands of travel agents. Agents have expressed a need for additional services, identifying the lack of a concierge service as a ‘missing piece of the jigsaw’.
From this initiative, agents handling bookings of significant value—specifically, long-haul bookings over £25,000 and European bookings exceeding £20,000—will directly benefit. The concierge team will proactively engage with these agents, ensuring enhanced customer service.
Services encompassed within the concierge programme are expansive, aiming to enrich the customer experience. They include booking specific hotel rooms, facilitating fast-track security procedures at airports, and organising special occasions at holiday resorts.
This approach not only attends to the growing expectations of modern travellers but also provides agents with tools to enhance their service offerings.
Feedback from agents has significantly influenced this programme’s development. According to Gordon McCreadie, If Only’s general manager, agents highlighted the necessity of a concierge service, especially as customers seek more comprehensive holiday packages.
With the formalities now in place, agents are notified within two weeks of qualifying bookings concerning the concierge options available during the customer’s travel experience.
At the balance payment stage, or ten weeks before departure, a reminder and a booking form are sent to agents, ensuring ease of service integration.
The introduction of the concierge programme aligns with If Only’s trade-only business model. The programme is a direct response to the evolving market demands, ensuring the company remains competitive and responsive.
The average booking value for If Only stands at approximately £15,000, underscoring the programme’s potential to serve higher-end market segments effectively.
The business remains committed to refining and expanding services based on market trends and feedback from its agent network.
Looking ahead, If Only is poised to continue listening to its agents and adapting its offerings accordingly. The company’s emphasis on maintaining strong relationships with agents is central to its strategy.
This commitment to partnership is expected to drive future innovations and service enhancements.
Mccreadie asserted, “We’re constantly listening to our customers,” emphasising the dynamic nature of their business approach.
The concierge programme by If Only is a testament to their dedication to enhancing travel services. With agent feedback at the forefront, the initiative promises enriched customer experiences.
This strategic move not only aligns with market expectations but also fortifies the relationship between the company and its network of agents.
