Redefining Customer Service in Travel – On Demand

Redefining Customer Service in Travel

ABTA’s Redefining Customer Service in Travel event was held virtually on 10 February 2021. 

150 delegates attended this one-day customer service and complaints handling conference and training, designed to equip individual team members, of all levels of seniority, with the practical skills, knowledge and insights they need for the future.

A comprehensive line-up of expert speakers examined the impact of COVID-19 on customer service and what the future of customer service looks like for 2021 and beyond. Get an essential update on the latest consumer sentiment and traveller priorities to inform your customer service strategies for 2021.

The sessions were streamed live via a custom digital platform with practical breakout workshops and training sessions on specific topics. 

This event is ideal for customer service teams of all levels, from travel businesses of all sizes.

Conference topics

  • Changing customer expectations, priorities and trends
  • Customer service channel shifts; messenger, chat functions, messenger, bots and self-service, call queue management, social media
  • How to rebuild as service brands
  • The new customer service department: team structures, skills and wellbeing
  • Legal recap: PTRs, Brexit, FCDO advice
  • Managing feedback – where to go from here

Workshops and training

  • Complaints handling during the Coronavirus crisis
  • Managing customer service under the PTRs 
  • Improving customer loyalty through data management 
  • COVID-19 claims handling
  • Alternative dispute resolutions during COVID-19
  • Building customer support that is 2021 ready


  • Moderator: Charles Fachiri, Senior Customer Support Manager, ABTA
  • Jo Causon, CEO, Institute of Customer Service (ICS)
  • Stuart Wright, Head of Customer Experience, easyJet holidays
  • Lisa Smith, Chief Operating Officer, ITC Travel Group
  • Keith Povey, Director of Marketing, Feefo
  • George Hackett, Regional Sales Manager UKI, Freshworks
  • Anna Reed, Director, Ocky White Travel 
  • Emma Smallwood, Customer Service Manager, Intrepid Group
  • Jenny Shepherd, Head of Customer Excellence, Le Boat
  • Mariam Mogal, Manager, Customer Centre, Virgin Atlantic Holidays
  • Hannah Patel, Director, Red Lorry Yellow Lorry
  • Gregg Hunt, Owner, Hunt ADR
  • Javed Ali, Legal Consultant, Hill Dickinson
  • Richard Baker, Chief Commercial Officer, Inspiretec
  • Matt Gatenby, Senior Partner & Head of Litigation, Travlaw
  • Krystene Bousfield, Associate Solicitor, Travlaw
  • Paula Macfarlane, Senior Solicitor, ABTA
  • Chloe Walters, Customer Support Manager, ABTA
  • Morgan Curtis, Customer Support Adviser (QM), ABTA
  • James Clarke, General Manager, Travelzoo

Event prices

  • ABTA Member/Partner rate*: £99 plus VAT
  • Non Member rate: £125 plus VAT

*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.

Event partners

Headline sponsor

Traditional enterprise software is clunky, expensive and not focused on how you can wow your customers with the ultimate service and experience. At Freshworks, we believe that you deserve better- providing customer-for-life software that’s modern, mobile and affordable- enabling you to deliver wow moments to customers all over the world. We work with industry leaders to streamline customer conversations, automate repetitive work and save time- ensuring that teams can collaborate to deliver world class customer engagement.


Feefo has a proud history of working alongside some of the world’s leading travel brands, helping build better relationships with their customers and collect unrivalled, traveller-led insight. Our unique platform ensures only genuine customers can provide feedback, with multiple feedback campaigns giving agents and vendors a 360-degree view of their customer experience, from the moment they book to the time they check out. Coupled with the latest in AI reporting, it’s never been easier for travel brands to understand the needs of their customers and create experiences to remember.

The Inspiretec offering is perfected from almost three decades of experience specifically within the travel industry. Our product and service stack presents end-to-end solutions for travel agents, tour operators, loyalty brands, hotels, conference destinations, OTAs and tourism organisations. Our mission is to help travel providers, tourism organisations and tour operators grow, by helping them leverage customer-first technology and end-to end digital solutions – solutions comprising our enterprise class Reservations platform, our best-of-breed travel specific CRM and our award winning in-house digital web agency. Our customers trust us to drive their growth and profitability, by investing in our industry expertise and technology systems. We serve our clients from our head office in the UK and our office in North America.

ABTA Partner+ Travlaw LLP are 100% committed to serving the travel and leisure industry – from tour operators and travel agents to airlines, hotel groups, event management companies and their insurers. We pride ourselves on being one of the top travel law firms in the UK. We are a large, experienced team of highly professional yet approachable lawyers who are tried and tested specialists in advising.

Workshop sponsor

Hill Dickinson is one of the UK's premier law firms known for its legal advice to the travel industry. It advises tour operators, cruise operators, travel agents and airlines across the industry on various aspects as diverse as the Package Travel Regulations themselves, right through to the smallest detail in drafting operators booking terms and conditions. Recognised as leaders in their field, ranked at number 1 in the Legal 500 they have particular expertise in defence of personal injury claims, commercial matters and regulatory issues. The firm acts as a trusted adviser to businesses, organisations and individuals. 

For details on how to promote your company at this event, contact Matt Turton on