Recent research by the operator among agents found some were unhappy with the amount of time they had to wait on the phone when dealing with the trade specialist’s Glasgow call centre. There were also issues over the quality of some documentation.
Lisa McAuley, managing director, Travel 2 and Gold Medal, said both matters were being addressed urgently.
“Over the next six to eight weeks, we hope to have the new dedicated service area kicking in. That should help the call wait time,” she said.
A new telephone system in Glasgow will “ensure the right people take the right calls,” she added.
Some sales staff will move to a dedicated sales support section after a period of retraining.
Currently, staff in the Glasgow office deal with sales calls as well as agent enquiries.
“That’s not necessarily the right skillset and it can delay sales calls,” McAuley said, admitting that Travel 2 management “was not particularly surprised” by some of the feedback they had received.
Meanwhile, Travel 2 has struck a deal to sell Wendy Wu Tours – “the first time Wendy Wu has been available via a dedicated wholesale distributor”.
McAuley further revealed that she was “talking to a big name” regarding securing [another] major partner in the touring sector for Travel 2, a target area for her since joining six months ago. She did not give details, but said a deal was likely by the end of the summer.
John Warr, global sales director, Wendy Wu, said: “We are delighted to be Travel 2’s preferred travel partner for China and Japan.
"Travel 2 have an exceptionally strong reputation in the industry and as such are a natural partner for Wendy Wu.
"We look forward to working closely with the team to expand our reach of holidays across Travel 2’s extensive network of independent agents and are already seeing new bookings coming in."
