NEWS THE INTERVIEW


HOW CAN AGENTS HELP?


Every Tui retail agent receives accessibility training from the start to ensure they have the latest information. “The language we use is


constantly evolving, so we need to be up to date and listen to the disabled community,” explains Snellenberg. “If they say, ‘We’re not using this term anymore’, then we don’t use it.” A card on agents’ desks


do a little bit, you should be proud because you are still making a difference. It’s a collective effort, doing what’s right and what makes commercial sense. “About 20% of the UK population


has an access need, so we should assume that about 20% of our colleagues also have an access need. “Colleagues being able to go on


holiday for the first time with their families, as well as selling holidays for the first time to families that maybe wouldn’t have thought it could be possible – that is almost the best gift.”


Investment pays off Since financial year 2019-20, bookings where at least one member of the party has an access need have increased by 145%. “It grows year on year, because


we make it easy for customers to consider us . . . but also because the population is growing older,” Snellenberg notes. Soaring sales show how the


investment in accessibility has paid off, she says. “It took courage from the board to sign off the initial business case and the investment


travelweekly.co.uk


needed to embark on different partnerships – AccessAble, and others such as Perfectly Autistic, which runs our neurodiversity training programmes; and TheSignLife, which does British Sign Language technology for our contact centre and our retail stores. “We also collaborate with


other partners, such as [inclusive marketing agency] Purple Goat. “It is a balance between


what’s the right thing to do, our legal requirement and how you frame it in a way that it makes commercial sense,” she explains. Bookings were boosted further


following a social media campaign last year that used six influencers to showcase Tui’s service for clients with different access requirements. “The comments were 98%


positive, which is amazing,” recalls Snellenberg. “It demystified travel and showcased what we can do. It was fantastic.” The influencers also took


part in a panel about their experiences, with more than 150 colleagues listening to identify any opportunities for improvement.


Assisted travel team The dedicated assisted travel team of almost 100 in the contact centre has grown from strength to strength, says Snellenberg, and is one of the centre’s highest-performing teams. “Customers really value that


knowledge and expertise,” she says. “[We get] handwritten poems, notes, cards, emails and social media posts about them.” The general enquiries team also


answers some accessibility questions, with queries dealt with by colleagues within the homeworking team who have received extra training on issues such as airport assistance. If there are hitches on holiday, Tui can offer tailored support; for example, by sourcing adapted rooms if clients need to stay overnight at an airport. “It is a passion that will never


die, because when I hear about the real-life stories of our customers, or our colleagues being able to support customers, it fuels the fire,” she adds. “We are embarking on a


transformation journey, with the opportunity to expand what we’ve done at Tui UK & Ireland and bring it to colleagues across the Tui Group.”


prompts clients to enquire about support such as access guides, accessible transfers, sign language and airport assistance. “We also have neurodiversity shopping within retail stores. Customers can tell us [in advance] what they need, such as step-free access, low-level lighting, or preferably no smells, or quieter hours, or this sort of hotel, or my child is non-verbal,” adds Snellenberg. “Our third-party agent


portal has an accessible travel section with reasons why your customer should choose Tui.” For agents still a little wary


of serving customers with a disability, she says: “You’ve probably already been serving customers with needs. Maybe they haven’t shared it specifically, or you haven’t asked the questions, but you’ve already done it. “It’s a wonderful opportunity


to showcase your skills as an agent, personalising the holiday and tailoring to their needs. “For us, it’s not a box-ticking


exercise. This is a fully fledged strategy across all levels of the organisation. It’s a great way forward and sets us apart.”


12 JUNE 2025 11


PICTURES: Sarah Lucy Brown; Tui


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