What our clients have taught us about great customer service
Customer Service Week (5-9 October) is a chance to celebrate great service, recognise the people behind it and reflect on the relationships that make it all worthwhile.
We’re fortunate to work with some incredible clients. Over the years, they’ve trusted us to support everything from major sporting events and international competitions to broadcasts, music tours and productions around the world.
And while every client is different, the feedback they share often highlights the same things. So, to mark Customer Service Week, we’re looking back at five lessons we’ve learned from the people we support every day.
1. Travel rarely goes exactly to plan and that’s okay
One of the biggest things we’ve learned is that clients don’t expect everything to be perfect – they understand that travel can be unpredictable and complex. But they want to know they have support when things change.
As one client in the sports sector put it:
“We’ve worked with Travel Places across multiple major sporting events, and they’ve consistently delivered excellent service. They’re always willing to go the extra mile and remain flexible, which is invaluable in such a fast-moving environment.”
Whether it’s a changing competition schedule or a delayed flight, being able to step in fast and adapt to last minute changes and challenges is just as important as the original plan.
2. The best compliment? “You made my life easier”
Travel is usually only one part of our clients’ jobs. They’re busy preparing athletes, managing productions, delivering events or planning music tours.
One tour manager summed it up perfectly:
“The team at Travel Places have completely taken the stress out of touring. They’re always on hand to make any quick changes that are required in this fast-paced industry.”
That feedback resonates with us because that’s exactly what we aim to do. If we can make someone’s day easier, we’re doing our job well.
3. Every team travels differently
A Paralympic team doesn’t travel like a broadcast crew. A touring artist doesn’t travel like a national governing body.
One client told us:
“Working with Travel Places, we are used to the world-class service they deliver day in and day out, always going the extra mile to provide the best possible support to meet the unique needs of our team.”
For us, good customer service starts with understanding what matters most to each client and adapting our service to fit.
4. Experience matters when things get complicated
When travel is straightforward, anyone can book a ticket or arrange a hotel.
What our clients value most is having experienced people around them when travel is more complex, from transporting specialist baggage, to arranging travel for large groups, supporting accessibility requirements, or reaching destinations that sit well off the beaten track.
As one client from the sports broadcasting industry shared:
“Travel Places’ knowledge and experience of highly complex events, particularly in sports broadcasting, was evident from the start and invaluable to us.”
It’s a reminder that specialist travel isn’t just about getting from a to b. It’s about understanding the pressures clients face and helping them navigate them.
5. Great customer service is about partnership
The feedback we’re most proud of is when clients talk about relationships rather than transactions.
One client thanked us for:
“Your professionalism, expertise and ability to develop effective, timely solutions have been invaluable, providing reassurance through complex travel challenges. We are grateful for your partnership.”
That’s always been our goal. We don’t just want to be the company booking travel. We want to be part of the wider team helping clients achieve what they’re travelling for.
The feedback we receive throughout the year shows that great customer service looks different to every client. For some, it’s flexibility. For others, it’s expertise, reassurance or having someone to call when plans change unexpectedly. But whatever they value most, the common thread is always people. Strong relationships, trusted support and a team that feels like an extension of their own.
Talk to our team
