Gold Medal will overhaul its ticketing documentation in the coming weeks, following feedback from agents and customers.
Marketing, product and commercial director Robin Parry, who is running the business until a new structure is announced, 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 the peak season.”
Parry said this was just one of the changes the company had made since joining the Institute of Customer Service.
Gold Medal’s quick response to issues has fuelled a rise from mid-table in the rankings of the most customer-focused travel businesses to top of the list.
“It was a massive jump, but that doesn’t mean we can be complacent,” said Parry. “Service is paramount for Gold Medal and, as you increase that, price becomes more of a hygiene factor.”
Sales director Ruth Hilton said Gold Medal sales were 18% up this year compared with the same period last year and 24% up for 2016. Pure Luxury is 30% ahead this year and 50% for 2016.
“Our luxury programme is pretty much close to double what it was last year,” she added.
“Much of this is independents booking our concierge service.
“Dubai and the Indian Ocean are still growing. But the greatest growth is in the US, Asia and the Caribbean.”