Speaking at the agency’s conference on Friday 27 May, chief executive Phil Nuttall told TTG the increase was down to the way the agency responded to the pandemic.
“We kept our phone lines open, we didn’t furlough people and we took loans out to keep the business going,” he said.
“Our customer service aspect was the most important thing during that time, the word travelled, people trusted us and are therefore now booking with us.”
Nuttall emphasised the importance of considering business infrastructure when making changes, adding to ensure new strategies were manageable.
“It’s all very well saying we can do this and that, but in order to do it, we have to make sure we have the right people in place and are retaining them,” he said.
In March 2022 the Travel Village Group launched a new specialist support team to “take issues away” from agents and the care team.
“It’s an added layer of support, like a buffer,” said director Paula…