Our Vision

Here at Travel Counsellors we are as passionate about looking after our customers as we are about the travel industry. This passion ensures that we never follow the crowd and we do things the right way.

We are very proud of the fact that we take care of every penny of our customers’ money:

The Trust – Complete Financial Protection

Alongside ATOL protection which covers air holiday packages and charter flights, we operate the Travel Counsellors Trust which protects every other element of the bookings we make including low cost airlines, scheduled flights, accommodation and car hire. No ifs, no buts, every aspect of a booking is financially protected.

The Travel Counsellors Trust provides a financial guarantee that very few other travel agencies can match. In 2006 ABTA removed the financial protection it offered to customers through its travel agents bonding scheme. The Trust is also more comprehensive in scope than the ATOL protection offered by the Civil Aviation Authority (CAA) because it covers all kinds of supplier failures and not just travel arrangements including flights.

Travel Counsellors Chairman David Speakman says: “In the current economic climate the last thing anyone wants to do is risk losing their well earned holiday through no fault of their own. Our Trust provides a unique level of financial reassurance against supplier failure that is easy for customers to understand and that our agents can offer as yet another fantastic benefit when selling travel to their customers.”

The Net Promoter Score – Customer Satisfaction & Loyalty

Our family ethos extends to our customers, and we look after our customers as if they were members of our own family

To our customers their Travel Counsellor is not just a travel agent, but a trusted friend, someone who they can rely on to always give them the best possible travel advice.

We believe that there are few other companies in the world that can match our dedication to customer service. What’s more we have the results to prove it – with Travel Counsellors consistently voted as one of the top companies in the world when it comes to customer satisfaction.

We use the Net Promoter® Score system to find out what our customers think of the service they receive from their Travel Counsellor. Two weeks after booking with us, we send all our customers a simple question ‘How likely is it that you would recommend your Travel Counsellor to your friends and colleagues?’ Customers give us a score ranging from 1 to 10.

We are delighted to say that since we started measuring our customers’ responses in 2007 we have consistently achieved a world beating score of over 90%, far higher than that achieved by other travel companies and putting us among just a handful of companies worldwide that are rated so highly by their customers.

Such is our dedication to encouraging the highest customer service levels that each year at our annual company conference the Travel Counsellor who has received the highest Net Promoter® Score over the past 12 month period collects the keys to a brand new car.

Our customers can also submit testimonials about the customer service they have received from their own Travel Counsellor via their agent’s personal web page. We rely on our customers to spread the word about the fantastic service they receive, and we have the results to prove that they really do.