Delivering Customer Service Excellence

    12 June 2024
    10:00 - 16:45
  • Venue:
    ABTA, 30 Park Street, London, SE1 9EQ
  • Book online

Event details

ABTA’s popular training day returns in June 2024.  

This one-day event will explore how you can drive business growth and improve brand loyalty by providing excellent customer service. 

This seminar is specifically tailored for the travel industry.  It is suitable for small, medium and large organisations and will look at ways to improve your customer service strategy, empower your workforce and improve communication across all your channels.

About the event

Attend this essential training day to get practical guidance on how to consistently offer the best customer experience across all channels. Consumers always want high quality and consistent customer service.  A good experience means they are more likely to recommend your products and services to family and friends.  Customers that have a good experience will keep coming back and brand loyalty is important – because consumers are more likely to spend more with a brand they’re loyal to.

For new customers, a great customer service experience may be the reason they decide to complete their booking with you.  One great experience can turn a customer into a lifelong advocate of your business. 


  • Trends in customer service 
  • The business case for investing in customer service
  • Empowering your staff to deliver excellent customer service
  • Pre-departure communication
  • How to delivery great customer service when things change including your legal responsibilities
  • Delivering good customer service to all customers  
  • The use of automation to improve the customer journey
  • Using post-holiday reviews to maintain brand loyalty. 


Moderator: Charles Fachiri, Senior Customer Information Manager, ABTA 

Charles started his career in travel in 1987 when he worked for Sunmed Holidays, in the overseas operations office in Turkey and upon his return to the UK within the reservations and customer relations departments. He later moved on to work for Cosmos within the same field of customer relations, where he inspected hotels and followed up on complaints in destination. Charles then moved into the cruise sector where he worked for Royal Caribbean Cruise Lines. In 1997 Charles joined ABTA and now is the Senior Customer Information Manager.

Benefits of attending

  • Hear real-life industry examples from experienced travel industry customer relation professionals 
  • Get guidance on using different channels of communication seamlessly
  • Develop an understanding of your customer and their booking journey
  • Review your workforce development – do your team have the confidence to provide great customer service?
  • Understand the business case for investing in customer service and how it can generate future business
  • Network with industry peers and share ideas and best practice 

Who should attend?

This training has been designed for those in the travel industry with responsibility for customer service and sales including:

  • Managing Directors
  • Senior Managers 
  • Customer operations teams
  • Customer experience teams
  • Sales teams and consultants 

Event prices

ABTA Member/ABTA Partner* rate – £259 plus VAT 
Non-Member rate – £399 plus VAT 

This includes lunch and refreshments throughout the day, all delegate materials, presentations and an attendee certificate. 

Make payment by credit or debit card. 

View our booking terms and conditions here.


  • Book three places and get 50% off the third place.
    (This discount will be automatically applied when you book online.)
  • If you are looking to book for a larger group please contact for a bespoke discount.

*To qualify for the ABTA Member/Partner discount you must have a current ABTA Member/Partner number or your application must be in progress when the event takes place.

Non-Members are welcome to attend. For information about becoming a Member click here.



For information on sponsorship opportunities please contact Sara Dolan on 07766 517 611 or email

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"Brilliantly organised, entertaining, educational. I feel I can apply a lot of what was learnt to improve my customer excellence with clients and staff."
Jessica Sawbridge
RSD Travel
"The speakers were knowledgeable and made it fun and engaging. I have taken a lot back from this. It was wonderful."
Gayle Allsopp
Villa Plus
"Enjoyed listening to other delegates experiences and best practices. Thank you."
Emma Jane Browning
James Villas
"Informative and engaging speakers, well prepared presentations, good timings, well paced."
Jim Connor
IBT Travel Group