Travel Network Group mulls idea of ‘concierge’ fee for customers
The Travel Network Group believes it has found a way of counteracting the new laws relating to card fees by introducing a paid-for concierge service for its customers.
The independent agent group has been trialing the new Concierge Service at its owned Worldchoice stores and says, if it’s successful, it will be rolled out to members before the end of the year.
Its research found that although customers reacted negatively to the idea of a ‘booking fee’, the vast majority were open to the idea of a small charge for extra help with their booking.
This would include the printing of boarding passes, an online cruise personaliser, help with visa applications, no in-house amendment fees on any bookings, and a 24-hour customer support service pre and post holiday and in resort.
The Travel Network Group says the concept would help agents mitigate the costs of not being able to pass on credit and debit card fees from January 2018.
If rolled-out, the Concierge Service, branded Worldchoice, TTA or Independent Travel Experts, would be offed to consumers for a nominal fee – not yet finalised – and added to the total cost of their holiday.
"Our members are understandably concerned about the new legislation coming into play and we have been looking at ways to help them mitigate the loss of earnings," said CEO Gary Lewis.
"We have approached our business partners about this issue and the reaction has been mixed. Some are saying that they will look to increase commissions for agents, whilst others have said they categorically won’t.
"This Concierge Service is a way of offering customers an enhanced level of service, whilst at the same time protecting agents’ profitability. The vast majority of consumers that have been asked about whether they would be happy to pay for the service have said they would."
The trials will continue this month and then, if a decision is taken to adopt the initiative, it will be rolled out to members before Christmas, supported with marketing materials to use online and in store.
Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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