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Holiday Extras®, the UK market leader in travel add-ons, received a heightened number of customer enquiries regarding the bookings of airport parking, airport hotels and lounges.
In the wake of XL Leisure Group's administration, travellers both at home and abroad were in a situation that caused significant disruption to their travel arrangements.
From Friday, September 12 to Monday, September 15, the company saw a total of 13,699 calls to its Kent-based contact centre - a figure approximately 49% greater than than the anticipated amount (9,174).
Peter Mooney, head of operations at Holiday Extras, said: "The unfortunate circumstances of XL's administration meant that our call centre team were required to provide sympathetic and understanding assistance to our customers. We experienced an unprecedented number of calls and we did all we could to ensure our customers did not lose out on any of their bookings."
The significant increase in calls and need for the highest levels of service came just days/weeks after the Holiday Extras call centre was named among the Top 50 Call Centres in the UK.
-Ends-
About Top 50 Call Centres
The Top 50 Call Centre initiative is a benchmarking exercise in partnership with GfK NOP, a leading independent market research organisation, and sponsored by Siemens, that aims to help call centres find out how the general public thinks they are performing through over 20,000 mystery shopping calls, half of these from current customers of each independent call centre. Calls will be rated for customer service criteria identified by the customers themselves including timeliness, ease of use, reliability, staff knowledge and personalisation. The calls will reflect different enquiry types from simple requests to more complex enquiries, truly reflecting the range of calls the call centre receives. They will take place at different times of day, during peak and non-peak periods, including weekends.
Holiday Extras is the UK number one for pre-booked airport hotels and airport parking, taking bookings for over 5.4 million travellers each year.
The company offer a wide choice of holiday add-ons including airport lounges, airports by rail, London theatre breaks, UK theme park breaks, and travel insurance.
For more information and to book please visit www.holidayextras.com or call 0871 360 2186.
Contacts
For more information please email Helen Gillilan or Michael Johnson, or call 01303 816 335.
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