Kuoni will launch a video appointment service for customers later this week, with boss Derek Jones encouraging other travel brands the current situation was “a great time to experiment”.
Jones, chief executive of Kuoni parent Der Touristik UK, revealed the move during TTG’s Digital Destinations Festival on Monday (11 May).
Similar to its in-store process, the service will allow Kuoni customers to book an appointment to discuss their travel plans with an agent specialising in a certain destination.
Jones said Kuoni had been offering video calls reactively “for the last two or three weeks” and had decided to roll out the service more widely.
“It’s not just about product that you’re selling – it’s about the way you’re working too,” he said. “Some of these things may stick and some may not but now is a great time to experiment because there’s nothing to lose.
“If you try something now and it bombs – nobody is going to remember, so just give it a go. As long as you’re not pouring money down the drain after it, it’s a good time to play around.”
Jones also discussed how Kuoni had used the current situation as an opportunity to “pause for breath” and gain feedback and research from its customers to help tailor its operations for the future.
“We have been sending our database a questionnaire every week and it’s amazing how positively consumers have reacted to that. Now is a great time to look for inspiration and new ideas.”