Flight Centre is to allow customers to get money back if they do not enjoy the holiday their travel agent sells them.

The chain, which has 100 high-street stores, will aim to reassure customers and promote its agents’ expertise as part of the new ‘perfect holiday promise’ campaign at the end of next month.

This will include the message that bookings through Flight Centre are financially protected as well as the pledge that if customers do not enjoy their holiday they will be able to claim a voucher back from their agent. The value of the voucher has yet to be decided and the offer will not cover flight-only bookings.

Head of marketing Steve Norris said: “It’s about offering service and the recommendations we give to our clients. In this day and age it’s about retaining your clients. Nothing is stronger than a referral. We are going to rely on our consultants to make sure they have asked the right questions.”

He added: “Regardless of whether it’s flight-only or tailor-made packages, if there are airline failures we will re-book customers or give them their money back.”

Agents and consumer confidence

As the downturn continues to hit travel, the trade is bidding to increase consumer awareness of financial protection and confidence in the services of agents