Customer service and complaints management

We manage holiday complaints and customer service issues on behalf of tour operators, travel agents, bed banks, cruise lines, airlines and other small to medium size travel businesses.

Flexible options for customer services

• Full outsourcing: We can act as your company’s customer services function. Your customers will not know they are dealing directly with The Travel Advice Centre unless you want them to.
  
  

• Peak time support: We can manage some or all of your customer service issues in times of high demand for your business.
  
  

• Individual complaint handling: We are happy to take on single or small numbers of complaints - you can also hand over cases already in progress.
  
  

• Ad hoc support: We can give you advice on difficult customer service issues by phone or email. For situations that arise regularly in your business we can create template responses - and we also give guidance on industry regulations.
  
  

• Up to date reporting: We can provide regular and custom reports for clients on the status of their customer claims. A positive aspect of complaints is the constructive feedback they give about your business. As the season progresses we can provide you with in depth analysis of your company’s operation and complaints together with recommendations on improvements that could be made.
  
  

• Customer services training: We provide customer services training for staff that can be tailored to suit your business and delivered on site at your workplace or resort.

‘Every company needs customer services, not every company can justify employing the personnel. This way we get specialist help when we need it’ – Villa Parade

A cost-effective option

We charge a flat rate for each complaint we handle for your company so there are no escalating costs. No matter how much time or effort is required to resolve an issue - you’ll pay the same rate. 

Quick and efficient response to complaints

By resolving complaints quickly and efficiently we minimise the impact one unhappy customer can have on your business. A quick and professional response means your customers are much more likely to use your service again. 

Meet compliance requirements

We maintain up to date knowledge of legislation, regulations and guidelines governing the travel industry and work closely with travel law specialists mb LAW 

• ABTA:  We can advise on how the ABTA Code of Conduct affects members and have had great success in handling ABTA arbitrations. 
   
• Litigation:  We maintain an expert understanding of current travel case law and rulings. If a case does go to court we file your defence, exchange documents and if appropriate negotiate settlement. We can also ensure you are represented at the hearing or mediation for a sensible fee. 
   
• Regulations: We monitor new EU rulings on the travel industry and how they affect you.

More information

For more details about our services see our Frequently Asked Questions or Contact us