Speaking at the agency’s conference on Friday 27 May, chief executive Phil Nuttall told TTG the increase was down to the way the agency responded to the pandemic.
“We kept our phone lines open, we didn’t furlough people and we took loans out to keep the business going," he said.
“Our customer service aspect was the most important thing during that time, the word travelled, people trusted us and are therefore now booking with us."
Nuttall emphasised the importance of considering business infrastructure when making changes and to ensure it did not overwhelm or inhibit staff.
