Tui is to open up its ‘back to the floor’ scheme to more suppliers next year after a small number took part for the first time.
Bosses from Royal Caribbean and Holiday Extras were invited to take part in Tui Travel’s ‘back to the floor’ day on Saturday. Tui communications director Christian Cull said the day was so successful the company would open the opportunity up to all suppliers next year.
He said: “We want to increase the number of suppliers taking part to significant double figures next year.” Thomson agents in Kent were put to the ultimate test when the managing director of the travel giant, Johan Lundgren, spent his first-ever day in a UK retail shop.
Lundgren, who took over from Dermot Blastland in July last year, helped with customer enquiries and bookings, worked in the foreign exchange booth and topped up brochure supplies.
Bluewater shop manager Hayley Potts said: “It was a shock when we found out Johan was coming and we were really nervous.
“He was very relaxed and asked the girls questions about what they do. I think it really opened his eyes to what goes on in the shops. It’s really important that people like him see how we look after customers and run the shop.” Potts added: “I had tears in my eyes because the girls really did me proud.”
Lundgren said he would use the experience to improve the service and products on offer. “I got to see what it’s really like to be on the frontline of our business,” he said.
“I sat with an agent during the entire booking process of a customer’s holiday – something I’ve never done in the UK before.”
Cull said: “We asked shop staff for on-the-spot feedback about window card policies, brochures, and about how their competitors were performing at a local level.”