Bolsover Cruise Club

Bolsover Cruise Club
One of TTG’s Top 50 Travel Agencies 2020

This Chesterfield-based business has 136 staff operating out of its call centre and retail store in Sheffield’s Meadowhall shopping centre, and last year handled 87,000 travellers. Product knowledge is core for Bolsover agents, and last year staff clocked-up 15,000 nights at sea between them through a combination of holidays and educational trips, with consultants always writing detailed reports, which are then shared with other staff upon returning.

A cruise-and-stay team comprising four staff members was created last year to handle more complicated bookings. It proved to be so popular, it was doubled in size within four months.

Powerful technology is a key focus for Bolsover, and last year it saw its database of customers grow by 37% to 95,000 contacts, up to 50,000 of whom are signed up to receive any one of the five direct marketing emails sent out each week.

The website was also updated last year, which led to a 28% increase in organic traffic year-on-year in January. A greater range of cruise lines was also made available last year following the signing of three new partnerships including Virgin Voyages and Scenic Eclipse. All of this helped drive sales growth by 10% last year.

The personal touch has also remained a priority and last year Bolsover held two client evening events, which are seen as vital for building customer relationships and not just to drive bookings. Customers also receive birthday cards and welcome home letters, while a 24/7 helpline means support is always available.

Bolsover has also taken its responsible tourism policies seriously, with 65% of bookings now “greener” through having no printed paperwork. It has also replaced plastic wraps on its mail outs with fully biodegradable ones, while all paper used is responsibly sourced.

The agency has no official charity partner, but instead chooses to support employees in raising funds for or volunteering for causes close to their own hearts; in the past year these have included efforts for both local homeless people and the Samaritans among others.

bolsovercruiseclub.com