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TTNG creates guide detailing new-look customer journey
The Travel Network Group has created a guide the new-look passenger journey, designed to help members allay clients’ fears about travelling amid the coronavirus pandemic.
Members can tailor the step-by-step guide to suit each client’s journey; it covers the airport experience, the flight and transit, arrival in-destination, and the holiday experience.
TTNG said the guide would allow members to prepare clients’ for changes to the familiar travel journey, and alleviate any anxieties during the booking process or pre-travel.
Topics include where and when face coverings or masks should be worn when travelling, what to pack for the journey, new airport arrival times, and changes to airport and airline protocols – including the strict new cleaning and hygiene regimes in the terminal and onboard.
New mandatory paperwork, such as Spain’s sanitary control form (FCS) and the Public Health Traveller Locator form for return to the UK, is also covered, as is what to expect in-destinations, such as changes to transfers, new hotel and accommodation protocols, and what’s different about eating out and at attractions.
TTNG chief executive Gary Lewis said: “From conversations with our members and what we have seen in the media, we know holidaymakers have many questions about what travelling will look like this summer.
“To help our members give much-needed reassurance, we have created a guide that can be given to customers as soon as they confirm their holiday for this summer, or be used to guide conversation with people who have concerns before they book a holiday."
Lewis added: “There are so many questions and variables out there that we wanted to create a tool that simply takes customers through their journey and describes the changes they may face and actions they may need to take, which can be tailored to suit the individual’s exact needs."
James Chapple
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