OPERATOR NEWS YOU CAN USE


BLINDING PEAKS: The If Only team dress the part ahead of hosting three agent events with a 1920s theme


firt tree ont of te year to accont for  of or trnoer.” e oerator yearonyear


trnoer roe  between eteber and oeber. e want f ny to be front of


ind for a or aent artner” added creadie. e ort wee een in te at tree ont a been enoena and we want tat ort to ee oin tro ea.” ief eectie ndy reet


added erytin we do i abot te aent and tain te brand in


LOYALTY CARDS: Points can be used at a wider range of retailers


Operator postpones website plan in favour of improving customer service by phone


If Only has postponed launching a bookable website to the trade as it focuses on delivering the best possible service over the phone. The website had been under


development last year but chief executive Andy Freeth said it was not currently an area of focus. He said agents often preferred talking over the phone, especially with complex and bespoke bookings. A big area of focus for the


operator has been call-handling times, which have improved since a new phone system was installed last year.


A staff trainer has also been


recruited, to improve customer service on the phone. The company will be able to


email quotes to customers by the end of March, according to Freeth. Meanwhile, If Only will launch


cruise and Canada programmes in the spring. Freeth said Africa would


follow in the autumn. The operator launched


programmes to the Caribbean and the US last year, which accounted for half of its 71% rth in trner in the fin quarter of 2018.


3 January 2019travelweekly.co.uk27


te direction tey want  to.” etai of a aent incentie


and aretin coatera incdin ointof aeateria and wite


abe ideo are aaiabe at ifonly.net


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