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AITO agents “rallying call” with consumer promise
Thursday, 18 Jan, 2010
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A 10-point ‘consumer promise’ is being adopted by 150 members of the AITO Specialist Travel Agents’ organisation
The initiative, which all members will be obliged to adopt, will give AITO agents an opportunity to demonstrate a continued “robust commitment” to customers through a strong focus on quality, honesty and expertise.
The AITO Specialist Travel Agents’ consumer promise:
1. We understand our clients, we will find the right holiday for you
2. We go ‘beyond Google’ to tell you more than you can find out on your own
3. We do not just mindlessly book what you request but use our knowledge and experience to recommend what really is best for your needs
4. We are creative and suggest alternatives if the first idea does not work for whatever reason
5. We are independent and honest
6. We are open with what we charge – in most cases there will be no extra charge for our services compared with doing it yourself
7. We provide reassurance. Your money is safe with us
8. We care
9. We provide personal service in a self-service world
10. We are happy to be of service. You can always expect a friendly welcome.
Group chairman Barry Moxley (Travel Time) said: “We feel that there is a definite need for such a consumer promise in the travel marketplace.
“Customers need to know that they are working with the very best travel agents around and this commitment shows that we take our business seriously.
“The promise is a rallying call for other like-minded agents to come and join us.
“Many agents will doubtless agree that the consumer promise is common sense, and mirrors what they are already doing on a day to day basis. I hope they will wish to be part of this exciting initiative.”
by Phil Davies
Phil Davies
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