Delivering Customer Service Excellence

    22 June 2023
  • Venue:
    ABTA, 30 Park Street, London, SE1 9EQ
  • View agenda
  • Book online

Event details

This practical 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 and is suitable for small, medium and large organisations. The day will explore ways to improve your customer service strategy, empower your workforce and improve communication across all your channels.

About the event

Attend this seminar to get practical guidance on how to consistently offer the best experience for all customers across all channels. 

Consumers always want high quality and consistent customer service and increasingly expect this to be the case across all channels and at all times and with much faster response rates. Learn how to ensure your customer service is seamless across all your touchpoints, including online, email, in person, via apps and on holiday. Get guidance on how to ensure your service is inclusive and that you are empowering your teams with the right tools to deliver excellent customer service for all customers and all access needs.

Explore how to assess whether your existing customer service strategies are up to date and how you can innovate and improve. Hear from industry speakers about how to align your customer service strategy with your company strategy, and when done well, the opportunities this poses and the return on investment to the business through increased awareness and customer loyalty. 

From pre-departure to post holiday, discuss with peers and customer service experts how to best map your customer journey, ensuring all interactions with your brand are consistent and provoke the correct emotional response. 


  • Trends in customer service and learnings from other sectors
  • The business case for investing in customer service
  • Empowering your staff to deliver excellent customer service
  • Mapping your customer journey; pre-departure to post holiday
  • How to deliver great customer service when things change including your legal responsibilities
  • Delivering good customer service to all customers including those with different access needs and vulnerable customers
  • The use of automation to improve the customer journey
  • The impact of ‘on holiday’ and ‘post holiday’ customer service.


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.

Additional speakers include:

  • Joanna Causon, CEO, The Institute of Customer Service
  • Carolyn Delehanty, Vulnerable Customer Experience Consultant
  • Michael Wallis, Head of Customer Support, Solmar Villas
  • Alex Padfield, Director, Hextalls Law
  • Leila Edlin, Head of Customer Service, Villa Plus
  • Becky Sturnham, Head of Customer Operations, Thomas Cook
  • Hannah Flye, Training and Quality Manager, Thomas Cook
  • Robert Bearne, Customer Service Senior Manager, Travelzoo

Benefits of attending

  • Hear real-life industry examples from experienced travel industry customer relations professionals 
  • Ensure your customer service strategy is up to date, and identify areas of improvement to take back to your business
  • Get guidance on using different channels of communication seamlessly
  • Get an update on the customer today 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?

The event is ideal for those responsible for, or with an interest in, customer service strategies in travel including large, medium and small organisations:

  • Directors and senior managers
  • Customer operations teams
  • Customer experience teams
  • Sales teams and consultants.

Event prices

ABTA Member/ABTA Partner* rate – £235 plus VAT 
Non-Member rate – £355 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.


Event sponsorship

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

I want more information about this event

Contact us for more information about this event.
This question is for testing whether or not you are a human visitor and to prevent automated spam submissions.


"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