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Quality Control

Our automated quality control and file finishing routines ensure the accuracy, completeness, policy compliance and lowest logical rates and fares for your booking. Our systems ensure data accuracy and compliance with policy. We employ a Quality Analyst who actions an independent quality review on the performance of our Travel Consultants.

Customer Response

To support the highest level of service delivery and a consistent approach to the development and training for our travel consultants, we record all non-conformance matters within our Quality Register tool. This information is essential to ensure the highest quality of service is constantly delivered.

Below is a brief overview of this process:

  • Acknowledgement – feedback is received and acknowledged on the same day.
  • Internal Process and timelines – engagement with supplier or internal review, a detailed response sent within 1-5 working days with an outcome or an update of progress.
  • Progress Updates – every 10 days depending on the action from supplier.  If we are aware of the expected time frame then we will advise the date we expect a response.
  • Resolution – We allow 28 days/1 month for any feedback to be resolved if this involves a supplier. There will be a few occasions this is out with our control where this will be extended but this will be fully communicated. We commit to ensuring any internal process change should this feedback be a result of anything we are responsible for.

To ensure the highest quality of service is constantly delivered to you, all of our staff are trained on internal processes and procedures.

Quality Service

To ensure the highest quality of service is constantly delivered to you, our staff are continually monitored and trained on our internal processes and procedures.

We are accredited with ISO 9001:2015 and ISO 14001:2015 for Business Travel Services.