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Condor Ferries creates customer service role
Condor Ferries has appointed Keith Gait as customer service experience director.
In the newly-created role, Gait will oversee 30 employees at four of Condor’s port locations, including Poole, Portsmouth, Jersey and Guernsey.
He will be responsible for ‘driving forward’ improvements to Condor’s customer services offering, from booking through to check-in, onboard travel, and aftercare.
He will also be travelling onboard one of Condor’s fleet of four ferries at least once a week to meet customers and gather invaluable feedback and insight.
Before joining Condor, he held interim operations positions at a number of NHS Trusts across the South East of England.
He has been a judge for several customer centric awards programmes in recent years, and was voted in the Top 10 most respected people in the industry in 2012.
"I’ve already spent time travelling on all of our ferries to meet customers and hear about their experiences, and that will continue to be a key part of my role," he said.
"It’s important we listen to our customers to be able to make the necessary improvements required, and I’ll be working closely with the wider Condor team to achieve our aims. Customer expectations are higher than ever – rightly so, and it’s our job to make sure our passengers have an enjoyable trip, whether it be for business, leisure or as a lifeline service."
Condor Ferries has suffered a series of customer service issues in the last year or so since the troubled launch of its fast ferry, Condor Liberation.
The £50 million ‘state of the art’ ferry was damaged on the first day she came into service in late March 2015 and has since suffered numerous periods of delays and cancellations due to the damage, bad weather and a series of technical problems.
In March of this year she was temporarily suspended over safety fears and as recently as this week was delayed again due to ‘operational issues’.
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Bev
Editor in chief Bev Fearis has been a travel journalist for 25 years. She started her career at Travel Weekly, where she became deputy news editor, before joining Business Traveller as deputy editor and launching the magazine’s website. She has also written travel features, news and expert comment for the Guardian, Observer, Times, Telegraph, Boundless and other consumer titles and was named one of the top 50 UK travel journalists by the Press Gazette.
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