Stewart Travel, Prestwick

Stewart Travel, Prestwick
One of TTG’s Top 50 Travel Agencies 2020

Crowned Scotland’s Top Agency at last year’s TTG Top 50 ceremony, this agency has been hard at work in the past 12 months, promoting the win to their customers. Such is the success of this branch that it sets the benchmark for other Stewart Travel stores according to Donna Bicker, who was recently promoted to senior manager, and was tasked with training 140 agents across all Stewart Travel stores on delivering standout customer service.

The Prestwick store is located on the main street in this coastal town, and looking smart and fresh after a refurbishment, which has seen the installation of a new interactive wall map.

Taking care of customers is paramount to Donna and the team, and the store offers a 24/7 helpline. All clients receive welcome home calls and the team regularly hand-delivers tickets, checks clients in online in the small hours and sorts visas. Staff also call every hotel as standard to arrange things like cakes and flowers for clients. Donna even gave up one Sunday to go to Edinburgh airport to see off a group of 90 orchestra members, for whom she’d booked travel.

The level of care is clearly appreciated, with the team often receiving gifts from happy customers, and the store rated 4.8/5 on Facebook.

In-store days are promoted on the agency’s Facebook page and take place once a month, bringing in plenty of new business, while every Saturday the girls don T-shirts promoting last year’s TTG Top 50 win.

After being crowned champion, the store also hosted a celebration party and sent out e-shots to clients in partnership with Kuoni. Other events include a day at Ayr racecourse and taking a marquee at Prestwick Prom Day.

Community matters to this store, which in the past year has donated money to a homeless charity, hosted in-store dementia training days, acted as a drop-off centre for the Ayrshire Christmas gift appeal, sponsored the local golf club and held Macmillan coffee mornings.

stewarttravel.co.uk