High street agencies welcome Which? research hailing customer service

Miles Morgan Travel, Althams Travel and Hays Travel are among travel agencies that have welcomed research by Which? confirming high street agents offer “exceptional” customer service.

The Which? survey, which gained responses from more than 2,500 people who took recent trips booked via high street agencies, found that 94% of respondents said they were satisfied with agents’ service.

Trailfinders, Miles Morgan Travel, Althams Travel and Hays Travel were named as Which? Recommended Providers (WRP).

Miles Morgan Travel managing director Mandy Shillito said it was “quite overwhelming” for the agency to be recognised as a WRP.

She added: “Since the launch of Miles Morgan Travel back in 2006, customer service, staff knowledge and expertise have been at the top of our priorities.”

Althams Travel managing director Sandra McAllister said the business was “truly honoured” to be named as a WRP, adding: “The award is especially meaningful to us as it reflects our ongoing commitment to provide outstanding service to the lovely customers in our communities.”

Sue Bradley, head of customer experience at Hays Travel, said: “We are delighted to be named a Which?-recommended high street travel agent once again. 

“We value our customers, and providing excellent customer service is key at Hays Travel.”

The Advantage Travel Partnership chief executive Julia Lo Bue-Said said several of the consortium’s members had been “deservedly recognised” in the survey findings.

“A travel agent can offer far more than simply booking a trip as they provide expert knowledge, trusted advice and a highly personalised service that is built around understanding each customer’s individual needs, preferences and budget,” she said.

She also addressed Which?’s claim that high street agents are “unlikely to be cheaper” than online retailers offering “fly-and-flop packages”.

She said: “While the report notes that travel agents may be less likely to save money on certain fly-and-flop packages compared with some online offerings, it does not fully take into account the sizeable buying power our members have, giving them access to competitive options as part of their Advantage membership.”

Travel Weekly approached Trailfinders for comment.