An add-on concierge service being trialled at Travel Network Group-owned Worldchoice could be expanded to all members of the consortium by Christmas.
One of the aims would be to help to mitigate costs associated with agents not being able to pass on credit and debit card fees from January.
The option – branded Worldchoice, TTA or Independent Travel Experts – would be offed to consumers for a “nominal” fee and added to the total cost of their holiday.
Services would include printing out 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 available pre, during and after holidays.
The “vast majority” of customers surveyed over the past two weeks whether they would be prepared to pay for a concierge service have responded positively.
But customers reacted negatively when asked about the option of paying a booking fee.
Travel Network Group CEO Gary Lewis said: “We have used the principles of our work with the Institute of Customer Service and taken a creative approach to what is a negative situation.
“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.
“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.”
He added: “The talk of booking fees with customers was met with a negative response from those we spoke to, whereas the offer of more help with their booking – at a small cost – was met very positively.”
The group is to continue trials of the initiative in its owned stores and will be expanded if successful before Christmas.
Members would be supported with marketing material available for use online and in agency branches.