Hays Travel deepens commitment to customer service excellence

Monday, Jun 26, 2023 0

Hays Travel has announced two new partnerships as part of its ongoing strategy to deliver excellent customer service.

The UK’s largest independent travel agent has adopted Trustpilot as its main customer feedback platform and joined the Institute of Customer Service.

Dame Irene Hays said: “Whether our customers are booking their holiday in one of our branches or via our personal travel consultants, we are committed to delivering an excellent customer experience every time. We love looking after our customers and we are proud that it is what we are known for. We are delighted that positive customer feedback means we have a five-star Trustpilot rating already!

“These changes are part of our strategy to continuously improve what we do and how we work to maintain our customers’ trust and loyalty. We must adapt to meet the changing needs and expectations of everyone who trusts us to manage their precious holiday plans.”

Hays Travel’s transition to Trustpilot from Feefo as its main customer feedback platform has taken several months and involved an in-depth training programme. Hays chose Trustpilot for its ease of use for customers and because – being one of the world’s leading online review platforms – it is highly trusted. All branches now have their own Trustpilot page allowing Hays Travel customers to leave feedback and provide the group with richer insight into customers’ experience across the UK.

In a clear statement of our commitment to providing customer excellence, Hays Travel recently joined the Institute of Customer Service.

Dame Irene continued: “Providing a positive, consistent, and considered end-to-end experience is crucial if we are to continue building customer trust and loyalty. Being a member of the Institute of Customer Service gives us access to resources and support so we can develop our own action plan and learn best practice from customer-focused businesses across many different sectors.”

Jo Causon, CEO of The Institute of Customer Service, said:

“We are delighted to welcome Hays Travel into membership. It’s a sign of intent highlighting their emphasis on delivering an excellent customer experience. Membership of the Institute will enable Hays Travel to benchmark against hundreds of organisations inside and outside the travel sector. It also provides opportunities to learn from other members and exclusive thought leadership to help get the customer strategy right.”

As a member, Hays Travel will have access to customer insight, networking opportunities, staff training, and the Institute’s annual conference and customer service awards.