Top 50 2024 - Online - Iglu

Alongside its 25th birthday celebrations in 2023, ski and cruise specialist Iglu has been working behind the scenes on new developments and investments for its customers to show it is not resting on its laurels.

A newly created customer experience team means Iglu are quick to be able to surprise and delight holidaymakers with gestures such as vouchers, hampers, champagne or flowers to name a few, adding to the personal service they take pride in. Increased contact options and the ability to create accounts and be “logged into” the website are just two enhancements Iglu have made for travellers over the past year to ensure the most seamless booking experience possible, and feedback has been incredibly positive. Speaking of feedback, Iglu customers are regularly encouraged to give it, throughout surveys ever-present in the customer journey online, while social media followers can view a vast amount of content produced by the agency on YouTube in particular, with Iglu dipping their toes into TikTok over 2023. Meanwhile, Iglu can proudly boast that cruising really is for all ages, with three of their cruise travellers aged 100 or over. Staff joining Iglu are guaranteed a ship visit or trip within six months of coming onboard, while all agents can benefit from five days a year to go on educational trips to ensure their product knowledge is up to scratch for their customers. This well-travelled lot experienced 269 ship visits over the course of last year. Iglu also give back – with personalised customer Christmas cards, including a QR code sending them to the donations page for charity Reuben’s Retreat, and the agency has been busy establishing a 12-strong charity committee tasked with selecting charities to support through staff volunteering and a point-of-sale donations.

iglu.com