Miles Morgan Travel

Miles Morgan Travel
UK & Ireland’s Top River Cruise Agency 2020

River cruise has been a growing part of Miles Morgan Travel, but a renewed focus on the sector in the past 12 months and the launch of a new “Home of River” brand, along with a commitment to ensure every member of staff is now trained in river cruise, demonstrates just how important the sector is to this agency.

Specific training takes place ahead of every river ship launch, so staff are able to advise clients in detail about new vessels. The team is also encouraged to take educational trips to keep up to date with the latest product developments – with 51 of the company’s 80 agents having now enjoyed a river cruise. And the agency ensures customers reap the benefits of these trips too, with every staff member presenting their learnings to colleagues before producing their own customer blog to keep clients informed about the sector.

Customer service is paramount to the business, and clients enjoy a free appointment service, where they are offered a glass of prosecco (as an alternative to the tea and coffee offered previously) in a bid to make the booking process “as special as possible”.

Every client receives a personal thank you email from agency owner Miles Morgan, while staff pride themselves on their welcome home phone calls to collect detailed feedback. VIP clients receive hand-delivered tickets, while the agency’s out-of-hours service further supports customers. Clients certainly seem impressed, with Miles Morgan Travel boasting an impressive 4.9/5 Feefo rating.

Charity and support for the local community is equally important to the business, with Miles Morgan Travel a frequent sponsor of local rugby clubs and music festivals.

Meanwhile, the agency is committed to reducing its environmental footprint. Last August, it replaced the plastic bags used to deliver its customer-focused Travel Talk magazines with compostable packaging, and the agency now hands out “holiday responsibly” leaflets to all customers to encourage them to travel sustainably.

milesmorgantravel.co.uk