Classic Collection launches concierge service
VIP airport lounge also offered as standard
Classic Collection will introduce a concierge service from May 1, as part of a series of service enhancements for clients on their holidays.
Called Classic Concierge, the 24-hour rep service will be managed from three service hubs in the UK, Spain and Italy.
Luxury private transfers and meet-and-greet services will be provided for all clients, and a WhatsApp service will be available.
Clients can ask about a wide range of topics on the WhatsApp channel, such as excursion queries, transfer times, local information, restaurant reservations and special requests.
All Classic Collection bookings made from Saturday (April 1) will receive VIP airport lounge access as standard, along with up to 23kgs of hold luggage per passenger.
Si Morris-Green, agency sales and marketing director, launched the initiative during a VIP trade partner trip to Mallorca.
“With correct and consistent delivery, customer experience can be a powerful brand differentiator and act as a strong incentive for repeat business,” he said.
“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.
“Our European service hubs will be responsible for the service provided in their regions.
“Regional managers located in the UK, Spain and Italy will ensure that the best possible experience is delivered consistently across our European programme.
“Our long-haul programme will continue to be covered by our carefully chosen destination partners who are amongst the most respected operators in the business.”
The operator is also introducing enhanced travel documentation and a new feedback capture tool.
Morris-Green added: “Our membership of the Institute of Customer Service has brought a renewed focus on prioritising customer experience.
“By providing the best possible pre-departure and in resort service to our customers we’ll increase retention and loyalty.”
All clients who arrive after May 1 will get the same level of service in resort, regardless of when they booked.
Pictured: Nigel Vickers, Classic Collection’s overseas manager, who will be managing the customer service hub for Spain, Portugal, Morocco and Gibraltar.