The agency will be celebrating its 40th anniversary in 2018 and its current staff has collectively clocked up an impressive 180 years of experience in the travel industry.
It’s not just about booking holidays at Kenneth Macleod Travel, as staff members also take clients on escorted trips on luxury cruise lines such as Silversea every year.
The agency offers a concierge service to customers offering “wee touches” to make their clients’ holidays even more special, such as ensuring hotels know about any birthdays or anniversaries, as well as recommending and booking restaurants in their destinations.
After they return, customers receive a welcome home card under the tagline “First class service every time”, which is followed by a phone call to get feedback on the holiday and the clients are invited back to the shop to show off their photos from the trip. This also creates the perfect opportunity to ask them: “where next?”.
The agency obviously has a loyal following with a repeat-booking rate of 90% and, somewhat rarely among agencies, Kenneth Macleod Travel has a referral programme which rewards customers who recommend a friend by putting them into a draw to win free accommodation.
Marketing initiatives include the publication of an annual magazine for the peak booking season and holding an annual golf day at a local Glasgow club in September, where existing clients can bring along a friend (and potential new customer).
Kenneth Macleod Travel has also started holding a series of “ladies lunches” several times a year at upmarket hotels in Glasgow with around 20 guests to further promote its services.
Charity work is also important for the agency and it has taken part in the local Kiltwalk event, as well as organising its own walk in aid of a Glasgow hospice this year.