Gold Medal will launch new ticketing documentation in the coming weeks following feedback from agents and customers.
Marketing, product and commercial director Robin Parry, who is currently running the business until new dnata UK B2B boss Andrew Botterill announces his new structure, said: “We were told our documentation could be better.
“Different people want different things so we’ve revamped it all to make it more flexible and relevant and will bring it out in time for peaks.
Parry said this was just one of the changes the company had made since joining the Institute of Customer Service.
Its quick response to identified issue has seen it jump from mid-table in the rankings of most customer-focused travel businesses, to top of the entire list.
“We were delighted that in our recent ICS ranking we came out on top. It was a massive jump, but that doesn’t mean we can now be complacent.
“Service is paramount for Gold Medal and as you increase that, price becomes more of a hygiene factor.”
He said improvements to its customer service had resulted in a significant impact on sales.
Sales director Ruth Hilton said: “We are over 18% up for Gold Medal this year over last, and 24% for 2016. And in Pure Luxury is up 30% for 2015 and 50% for 2016.
“Our luxury business is pretty much close to double what it was last year. A lot of this is independents booking our concierge service,” she said. “60% of our bookings contain a request for additional services like tours and tickets etc.”
Hilton added: “A lot of this is Dubai and Indian Ocean which are strong and still growing for us. But the greatest growth is in the USA, Asia and the Caribbean.”
Parry added that the growth was party coming from having stolen share off rivals.
“We love doing the difficult well. The more complex the itinerary the better for us,” he said.
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