Owner Maura Fahy clearly runs a tight ship at this Galway-based agency with a perfect balance between business know-how and delivering highly personalised service. Cruise has become a real focus – so much so that it has a separate department, run by long-serving staff members Caroline and Fiona.
Having regained the neighbouring shop unit, Fahy has brought its cruise department – previously located upstairs – to adjoin the main agency. Customers can now access a stunning cruise lounge with huge lightbox images to draw attention.
Fahy has seen impressive growth in cruise, which has inspired two other staff members to specialise in the adventure touring sector – adding yet another string to its bow.
The agency has seen increasing demand for weddings on cruise ships, with Caroline having booked a wedding later this year involving an entire village and almost 200 guests. She has also developed a new Weddings at Sea brand that the team plans to promote locally and take out to wedding fairs nationwide.
Honeymooners enjoy special treatment with Galway Crystal candleholders personalised with the couple’s names and wedding dates given as a gift.
Going out of their way for customers is second nature for the Fahy consultants, for example when Fiona managed to get a pregnant customer home from the US and organise a full refund when a cruise ship she was about to board had a norovirus outbreak.
Two new admin staff are freeing up consultants’ time and an express desk means clients can pop in to quickly pick up tickets or pay off their balance.
The new cruise lounge also provides a great space for training staff and hosting client events, such as the appreciation nights the team hosts. They also keep in touch with customers via Facebook and Instagram and reach out to the wider community through a regular holiday page in the local paper and regular radio promotions.
Community is important to the team here too. The agency sponsors a number of local sports clubs, the local pantomime and a traditional boat festival, while the team takes part in the Darkness into Light walk for a mental health charity every year.