Speaking on Tuesday evening at a press event in London, Andrew Flintham said now was “the time to look forward” as he discussed how the world had changed over the last 20 months.
He stressed one of the key trends was the customer desire for flexibility, with many wanting to book online or speak to a travel advisor “at a time of their choosing and not necessarily in a physical location or a shop”.
“We started our journey to reshape our retail estate back in 2019,” Flintham said. “We’ve obviously had to reshape it quite dramatically through the pandemic but we believe this trend will only grow as we go forwards”.
