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Concierge service to launch in May

First Class has meanwhile restructured its reservations team and is preparing to launch an agent concierge service to extend the level of support it provides its agent partners.


A new customer experience manager, heading up concierge, will join the business in June, while reservations agent Rupert Grimshaw will take on an expanded role on the concierge team.


The service, which will be available from May, will assist agents with bookings from clients requiring “VIP service” such as special childcare or catering requirements.


“It will have a different look and feel, with different ticketing,” said Gathercole. “In short, if agents feel they have a customer requiring that extra level of service, we can provide it.


“For agents, it’s all about customer experience now, that’s where business is going. For us, our customer is effectively the agent so we’re giving them more tools to help them convert enquiries.”


Gathercole added after a six-month trial, all First Class quotes are now personalised and digitalised using itinerary builder Wetu, which can be accessed by clients via a smartphone app.


Agents will be able to see when their clients have studied their quote and schedule in a follow-up call.

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