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A company “obsessive about customer service”, Travel Counsellors uses the latest technology to enable its global community of 2,000 travel agents to do the best they can for clients, while never losing sight of the importance of the human touch. As a result of its £10 million investment in technology in 2023, Travel Counsellors created even more ways to help create complex, tailor-made itineraries that wow customers, such as TC Journeys, a new tool that allows TCs to build, personalise, and share around 180 itineraries to in-demand destinations. A whopping 90,000 development hours have gone into building 2,500 new features on Phenix – the company’s own booking platform – and agents can also tap into the Phenix Premium Leisure team, newly formed to help support them. There’s been no end of training activity, including a record-breaking number of Takeover Days in 2023 – 900 agents enjoyed 25 events, such as an evening of stargazing at Slaley Hall with Celebrity Cruises, while 2023 saw the return of the TC Together “mini-conferences” across the country to engage, motivate and inform the community. Recognised as one of the Sunday Times Best Places to Work 2023, a dedicated welfare fund supports franchisees and colleagues facing hardship, while partnerships with charitable organisations such as Reuben’s Retreat underscore a commitment to making a positive impact. There’s a determined focus on sustainability too, with the annual November conference resulting in 19.7% lower like-for-like emissions over 2022. There are now 20,000 Green Leaf products available, and these feature in around 32% of bookings, while a partnership with Trees4Travel allows TCs to measure the carbon footprint of clients’ travel. Also new is a responsible travel microsite for customers, while internally, a new Sustainability Hub houses information on all initiatives.
