The operator’s Classic Concierge initiative will offer private transfers and meet and greet services for all clients, promising “consistent service touch points” throughout customers’ holidays.
Classic Concierge, managed through three service hubs across the UK, Spain and Italy, also sees the introduction of a guest WhatsApp service.
From Saturday (1 April) all Classic Collection bookings made will receive airport lounge access as standard and up to 23kg of hold luggage per passenger.
The operator is also rolling out “enhanced” travel documentation and a new feedback tool.
Announcing the launch of Classic Concierge during a VIP trade partner trip to Mallorca, Si Morris-Green, director of agency sales and marketing said the operator wanted to deliver “world class service”.
“Our European service hubs will be responsible for the service provided in their regions [and] regional managers located in the UK, Spain and Italy will ensure the best possible experience is delivered consistently across our European programme,” said Morris-Green.
He added how the company’s membership of the Institute of Customer Service had “brought a renewed focus” for prioritising customer experience.
By providing the best possible pre-departure and in-resort service to our customers, we’ll increase retention and loyalty,” he said. “Happy customers will be more likely to engage in brand advocacy for both Classic Collection and our trade partners through which our bookings are made. Having a clear and consistent customer service proposition is key to our mutual success moving forward.”
