Emma Gilthorpe, chief operating officer at Heathrow airport, emphasised how agents can help their clients to comply with Covid-19 requirements, such as filling in the correct forms and when to take a test.
“The biggest gift you can give your customers is to make sure they really understand the steps they are going to have to go through,” said Gilthorpe during the TTG Agenda 2021 seminar for TTG+ members.
“For those people not using agents, often they are under-prepared for what’s to come. Anxiety is largely created by ambiguity. Being able to resolve that ambiguity for your customers is a big help.”
