Oyster Travel, Norwich

Oyster Travel, Norwich
One of TTG’s Top 50 Travel Agencies 2020

As a former member of Thomas Cook-owned consortium Freedom Travel, the 12-strong team at Oyster Travel has experienced a challenging 12 months, but as its 70% repeat business rate demonstrates, the store’s dedication to its clients has never wavered.

The agents, headed up by manager Vicky Samwell (owner Sophie Baker is on maternity leave) are always eager to go the extra mile for customers – even when they’re not their own. When Thomas Cook failed, Oyster Travel placed posters on the door of Norwich-based Cook shops to help all affected customers, and then closed its own doors for two days to focus on helping all clients concerned.

The store has a warm and welcoming atmosphere – all in-store desks are positioned to face the door, ensuring clients are greeted upon entering, while a dedicated children’s area packed with games and toys helps keep children entertained.

The team guarantee five-star service, no matter the price of a customer’s holiday, with visas and online check-ins for flights arranged free of charge. Last year staff even contacted 18 hotels in Australia for one couple celebrating their golden wedding anniversary, ensuring a special gift was always waiting for them at every place they stayed. Oyster Travel’s reputation has resulted in the agency attracting clients from as far afield as Canada, with customers also now dotted around the UK and Europe.

The store is entrenched in the local community and regularly hosts a Christmas card competition for schools, with the winning designs printed and sent out to customers. Oyster Travel also collects foreign currency to help with fundraising efforts for the East Anglia Air Ambulance, and was the headline sponsor of the Norwich Santa Run, which raised £4,500 for the East Anglia Children’s Hospice.

Elsewhere, the store has dedicated the past 12 months to reducing its environmental footprint by trying to email documentation where possible, enrolling in a new industry recycling bin initiative and even swapping its soap dispensers for refillable ones in its kitchen and bathrooms. The agency has also created its own reusable water bottles – complete with Oyster Travel logo – which are now issued to customers in return for a small donation.

oystertravelnorwich.co.uk