Committing to supporting agents through the final stages of the crisis, Carrier looks ahead.
At this time of year, Carrier would normally unveil their yearly schedule for the Preferred Partner Programme - an initiative accessible to the operator's VIP agent partners, offering them a roster of events, training, promotions and educational webinars. Knowing this type of schedule can be difficult to collate in the current climate, Carrier has swapped this programme for a number of initiatives to immediately support their trade partners.
Carrier head of sales, Rick Milne commented ?We regularly hold Supper Club meetings with our VIP agents and these have been even more important during the last year. We want our VIP partners to know that we are there to support them, and give them the opportunity to tell us what would assist them most during this difficult period. Like many in the industry, agents are hoping we are now entering the final phase of pandemic and they can begin their recovery. We have taken this on board and are reacting to offer further assistance and reassurance during this time, and are refocusing our budgets on what is important right now.?
Enhanced Preferred Partners benefits
On key bookings made from January 1 and March 31, 2021, Carrier will focus on paying a guaranteed override to key agents, paid at the end of the quarter in April. An additional payment will be made in January to agents that made bookings that did go on to travel in 2020. Managing director, Mark Duguid, explained: Mark Duguid commented ?Knowing that it was impossible for partners to hit their targeted overrides last year in such unprecedented times, exceptionally, we are offering to pay a guaranteed override to recognise our partners? support in such a difficult year.?
Travel Made to Order
Knowing clients are now looking for a more reassuring booking policy, Carrier has launched its Travel Made to Order service; allowing customised booking conditions based on the customer's needs. This includes choice of amending or postponing at no extra charge and committing to a 100% refund if the holiday doesn't go ahead to ensure customer confidence and help agents to start booking again. Carrier head of marketing, Natasha Towey, explained: ?The customer has always remained at the heart of our delivery and decision making, we?re now just equipping agents with the tools and collateral they need to execute this in a more proactive way. Customisation of our booking conditions to suit individual needs is an inherent part of our bespoke service... today?s consumer and current climate means it has become even more valuable."
Out of Hours Support
Supporting agents outside of standard opening times, Carrier is testing a new service to provide assistant with urgent requests that can't wait until the next working out of hours. A small out of hours team will be on hand to handle requests such as holding the last few places on a trip, securing the last available suite or other ugent requests. Carrier head of sales, Rick Milne commented ?Although this is only a pilot currently, we?re hopeful this can become a viable way to offer support outside of normal working hours to our key partners.?
