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TOP TOURING & ADVENTURE AGENCY SPONSORED BY


MILES MORGAN TRAVEL


About them: The Miles Morgan empire numbers 17 stores in the south-west and Wales, and touring and adventure has become the fastest-growing area of its business. Customer service is clearly high quality – generating a rating of 4.9/5 across 10,000 reviews on Feefo – and in a recent enhancement, prosecco is now offered during pre-booked appointments.


What’s new? MMT held its first dedicated escorted touring show in 2019, with 19 suppliers exhibiting at an event in Cheltenham. Last year also heralded a bigger focus on the solos market, with new “Solo Traveller Specialist” branding launched in September, and solo-specific emails now achieving the highest open rates of all. Touring and adventure grew a remarkable 122% year-on-year.


Highlight: Finding out about last year’s staff party, which took place on Miles’s farm for the first time, with the boss serving drinks from a horse box!


CO-OPERATIVE TRAVELMAKER


About them: This group of four branches – part of the Channel Islands Co-operative – has seen touring holidays grow steadily over the last five years, now accounting for almost 30% of sales. Highly personalised service – which has included anything from hand-delivering tickets for elderly clients to printing special versions of an itinerary for a client with learning difficulties – help explain the group’s 80% repeat rate.


What’s new? There’s been a bigger focus on sustainability, aſter a customer survey showed 40% of clients are concerned about responsible travel, and print leaflets are no longer sent out. Travelmaker has also formed partnerships with local cycling and running clubs to promote adventure holidays to their members.


Highlight: Learning about various new employee welfare initiatives that have no doubt helped see the travel division named top out of 20 departments in the society for colleague satisfaction.


ABOVE: Judges Vicki (left) and Pippa scribble furiously as they assess the five finalists in the touring and adventure category


23.03.2020 TRAVEL TRADE GAZETTE 25


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