With restrictions both within the UK and elsewhere around the world throwing travelling plans into chaos, one Dundee company has transitioned to home working to help local customers through this challenging period.
From rescheduling immediate departures to sourcing re-booking discounts from trusted holiday companies, the team at Hays Travel Dundee are doing all they can to support their customers.
Here John Stewart, Managing Director at Hays Travel Dundee, explains more about their approach over the coming weeks.
“I set up a dedicated Dundee customer support line on the 24th of March which is exclusive for Dundee customers to receive an enhanced level of support at this time.
“We are open to provide support through email, Facebook and phone, with selected members of my team not furloughed and calls diverted from the store to them working from home.
“We have been inundated with other competitors and other stores’ customers as we are providing a local service, rather than the national line provided by many companies. The service is for our customers, however we will help everyone we can and, if we can’t, we will provide them with the numbers or emails they need to get the help they require.
“Our April departures were our first priority and everyone is now rescheduled for dates later this year or 2021.
“We are now proactively making contact with May and June departures this week. The vast majority of our customers are choosing to reschedule their holiday rather than cancel, as there are very generous re-book discounts available from the many holiday companies we work with. Prices are also keen at the moment and these will rise when the demand returns to normality.
“The feedback has been exceptional with customers not having to hang on in a queue for hours to a national call centre. Local support from a local Dundee team has been key. The customer comments have motivated us to continue with this service.
“We continue to book new holidays, reschedule holidays and post deals on Facebook as we are very much open but from a distance, and in a very strong position to bounce back and smile again soon in the City Square.
“Myself and the team really miss all our customers who have supported us through the Thomas Cook collapse and we are now doing all we can to support them during this crisis.
“To give our customers further reassurance, we have introduced our very own ‘peace of mind guarantee’ which allows free cancellations and free amendments up to 6 weeks prior to departure on a selected range of holidays.
“We can be contacted by email on dundee@haystravel.co.uk, Facebook (Hays Travel Dundee) or on 01382 677852. We will be available Monday to Friday, 09.15 till 17.30.
“Thank you to all our customers for your patience, understanding and support at this unprecedented time – we just can’t wait to see you in the City Square again sometime soon!”
John and team Dundee.
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