Giles Hawke, Cosmos Tours chief executive, said customers were receptive to increased “hand-holding”, adding the brand had already stepped up its own client care. “I think it’s a trend people will value as we go into 2022."
Hawke said his staff were regularly updating clients on travel requirements and making sure they had the necessary documentation. “We’re calling every customer a few days before they travel," he explained. "And the feedback has been really positive.
