The independent tour operator has announced a wide range of customer service modifications in its new Classic Concierge initiative set to roll out during summer 2023.
Promising to deliver a world-class customer experience across its portfolio of destinations, an in-resort concierge rep service will be provided 24/7 and managed from three service hubs located in the UK, Spain and Italy.
Luxury private transfers and meet and greet services will be provided for all clients, as well as consistent service touch points throughout the holiday, including an introduction to the new WhatsApp service. From April 1, 2023, all Classic Collection bookings made will receive VIP airport lounge access as standard along with up to 23kg of hold luggage per passenger.
Director of Agency Sales and Marketing, Si Morris-Green, said: “With correct and consistent delivery, customer experience can be a powerful brand differentiator and act as a strong incentive for repeat business. As a member of the Institute of Customer Service we are a totally service-orientated business and want to deliver that in every aspect of what we do. With our new Classic Concierge concept, we aim to align all of our external suppliers to deliver world class service.
“By providing the best possible pre-departure and in-resort service to our customers we’ll increase retention and loyalty. Happy customers will be more likely to engage in brand advocacy for both Classic Collection and our trade partners through which our bookings are made. Having a clear and consistent customer service proposition is key to our mutual success moving forward.”
