NEWS — DIGEST
“Anybody who doubts the value of the UK’s PTRs might do well to look at the chaos after two Russian failures” John de Vial, page 26
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HOW MUCH PREFERENCE DO YOU GIVE TO HOTELS WITH TRAVELIFE CERTIFICATION? 9% Lots 6% Some 85% Little
Tui claims new system will enable it to provide ‘industry-leading service’
Tui Travel is to install a multimillion-pound system linking its digital, retail and call centre businesses across the UK. The system, called Connect, will allow customer information to
be shared across booking platforms, meaning online or call centre bookings can be followed up in shops. The system will make customer data available from the point of booking onwards, allowing frontline staff to offer a more personalised service. Tui said Connect would enable it to deliver “industry-leading
standards of customer satisfaction”. Fraser Ellacott, UK and Ireland customer operations director,
said: “Tui strives to put the customer at the heart of everything it does and this new system will make it much easier to do. “By connecting frontline staff here and overseas we’ll be able to offer customers a much more personalised service.”
Firms ‘losing out by not following up’ Travel companies are losing out on millions of pounds in online sales by failing to follow up on customers who abandon orders. A survey of businesses working online found only 17%
followed up aborted bookings valued in excess of £2,500. The quickest responded in 54 minutes; the slowest took
more than two days. Optilead, an online-conversion company, carried out the
survey. Director Steve Lawton said: “Travel agents don’t let visitors walk into their shop without acknowledging them, so why do they allow it to happen online?”
Amy Clark and Anske Bax from Kuoni throwing in the towel on the deck
Kuoni’s Amy Clark and Anske Bax on board Seabourn Quest
Hurtigruten appoints Philip Price as interim UK chief Former P&O Cruises head of brand marketing Philip Price is temporarily heading Hurtigruten’s UK office. Price, who left Southampton-based P&O Cruises in January 2013, has become the company’s interim managing director for the UK and the rest of the world. His appointment follows Kathryn Beadle’s decision to step down from the role. Based in London, Price is heading the specialist cruise line for two months while it searches for a permanent replacement.
Seabourn Quest hosts top-selling agents in Dover Luxury cruise line Seabourn invited some of its top-selling agents to Dover to board Seabourn Quest on a turnaround day. Agents were treated to lunch and a tour of the ship – in particular to view the new spa suites – and were also given goodie bags complete with Molton Brown spa products.
SeaWorld plans twice-as-big tanks for whales
SeaWorld Entertainment has responded to criticism of its treatment of killer whales by unveiling plans to build new “whale environments” and invest in ocean health research. The marine-life theme park company has also pledged $10 million to projects investigating threats to killer whales in the wild. The first new whale
environment, Blue World Project, will be built at SeaWorld San Diego, with a planned opening in 2018. The tank will be nearly twice
as large as the current facility. Designed to provide mental
and physical challenges for the mammals, it will also feature a “fast water current”, which will allow the whales to swim against moving water. New enclosures at the
SeaWorld resorts in Orlando and San Antonio will follow. The homes will offer visitors
the largest underwater viewing opportunity of killer whales in the world, with views exceeding 40 feet in height. A spokesman said media
attention following the documentary film Blackfish had hit visitor numbers. ❯ Theme Parks, page 41
21 August 2014 —
travelweekly.co.uk • 9
Artist’s impression of new SeaWorld tanks
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