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‘Traditional’ operators still have future – Cadogan research
More than half of people want tailormade holidays, new research shows.
Meanwhile, travel agents and tour operators scored highly as the most trustworthy source of holiday information, coming second only as the most trusted profession to lawyers.
But tour reps lay at the other end of the scale, the research by Cadogan Holidays found.
The findings show that 56% of those questioned said that the ability to tailor a holiday to their individual needs was the most important element in their enjoyment.
Little details were highly valued, with 76% of respondents citing that a private transfer from the airport would improve their holiday and three-quarters saying that the flexibility to change their itinerary at any stage was a key factor.
Other little things, such as fresh milk in hotels for making tea, recommendations of local food and wines, and a desire not to feel like they were part of a ‘package’ tour, were also shown to be important, according to the operator.
There were mixed opinions about holiday reps. Efficiency and knowledge of the local area scored most highly as qualities they should possess, but their pushy ways were cited as the most annoying thing about package holidays (39%).
Cadogan managing director Tom Allen said: “This research reinforces the knowledge that we have been gathering from our customers over many years and really goes to show that there is very much a place for ‘traditional’ tour operators in today’s market.
“None of the things that have been highlighted through our survey are available when putting together your own holiday. It is only through utilising the services of an experienced, knowledgeable and above all flexible tour operator that you can ensure the little details that can make or break a holiday are taken care of.”
Meanwhile, Jenny Dobson, with 20 years experience at the operator, has been appointed director of detail.
She will head a ‘Customer Service Wheel’, a process developed by Cadogan to look at every aspect of interaction with the customer – from pre-departure, in resort and after they return home.
Report by Phil Davies
Phil Davies
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