Established Dubai travel agency chain, Al-Futtaim Travel, has kicked off 2007 with several initiatives aimed at improving customer service.
These include opening a new outlet at Dubai Festival City (DFC) in February, which operates 24 hours per day, seven days per week, catering to walk-in, telephone and web enquiries for both its corporate and leisure travel services.
“We can change bookings and issue tickets any time of the night or day, and we are finding that already, our corporate clients are taking advantage of this service to make last-minute changes,” explained Paul Farrell, general manager, Al-Futtaim Travel.
“Many of the calls come from corporate clients overseas where there is a time difference, although we have had some leisure enquiries late at night. The beauty of this service (for leisure customers) is that by the next morning when they open their e-mails, a sample itinerary will be waiting for them.”
Farrell also emphasised that the DFC outlet’s close proximity to Dubai International Airport meant customers opting for paper tickets could collect them on their way to catch their flight, whatever the time of day.
He said eight staff members currently manned the DFC outlet, working on a shift basis.
Meanwhile, Al-Futtaim Travel’s corporate travel office, its GSA accounts (Japan Airlines and SN Brussels) and the company’s finance function have been moved from Deira to a new office in Ghusais near Dubai’s Airport Freezone, making it more accessible to customers and staff and with space assigned for further expansion.
Al-Futtaim Travel’s bid to serve customers around the clock will also be boosted when the company signs a planned partnership deal with UK-based travel agency chain, International Travel Partners (ITP), which operates outlets in North America, Europe, the Far East and India.
“The partnership will see Al-Futtaim Travel represented worldwide so our clients will have a physical point of contact in several countries,” explained Farrell.
Al-Futtaim will reciprocate the service for ITP’s clients, providing travel services and ground arrangements for them in the UAE.
“We want to tap into the inbound market and this will give us a good start,” said Farrell.
Like many successful Dubai-based agency chains, Al-Futtaim is looking to open an outlet in Abu Dhabi by the end of this year.
The company is also currently upgrading its web site to “provide more information and functionality” – a move that responds to a significant increase in e-business, according to Farrell.
But possibly one of Al-Futtaim Travel’s most significant pledges for 2007 is its commitment to retaining good staff, as well as recruiting an increasing number of Emirati employees.
Last month the company paid all agency staff a “spring bonus”, while the number of locals employed continues to increase, said Farrell.
Follow us on
