The launch of Creative Holiday’s new travel agent website has simplified the booking process from 32 steps to just 8, according to managing director James Gaskell.
With the company focus on bettering their trade relationships, Gaskell says the purely trade website has tried to make the booking process easier and more enjoyable.
“We’re trying to create a consumer experience for the travel agent,” Gaskell told Travel Weekly.
“Our key focuses moving forward are three main things: people, technology and service.”
“We think we have the best call service in the industry,” he added, citing the latest stat that says Creative Holidays’ average wait time is now less than two minutes for agents calling the team.
Technology is a clear line of investment for the company, with the new agent website a departure from legacy systems, replacing Calypso with Travel Studio technology.
Training staff in the fundamental skills of service is another major area of interest for Creative.
“You can’t do the technical things right if you don’t do the basic stuff right,” Gaskell added.
Since the new website launched, there have been over 700 different destinations searched for, with the top destinations continuing to reign as Hawaii, Thailand, Fiji, Bali and the US, proving Aussies still love to chase their summers.
Other destinations showing a stronger interest, however, include Singapore, London and Hong Kong, all cracking the top 10.
The rest of world accounts for 55% of all the online volume, with Paris, Dubai, Maldives, Tokyo, Vancouver, Rarotonga and Mauritius all gaining momentum since the website launch.
“Agent feedback has been very positive with regards to the new travel agent website, new-look brochures, and improved customer service,” Gaskell said.
“The most common feedback about the website has been that agents love the simplified process, and especially love the online shopping cart experience.”
