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Quality Assurance

Travel by Arrangement has a quality management system in place.

Key service consistency points include:

• All phone calls to be answered within 3 rings
• All travel requests are to be answered within 2 hours
• Quotations should include 3 options – always offering the most cost-effective options
• A Key Accounts Manager calls on our corporate client’s monthly basis to discuss service delivery and general travel trends.
• Our clients are also involved in ensuring our service remains consistent by completing questionnaires.
• To ensure that these policies are adhered to, the XL group carries out mystery shopper calls to maintain this level of service consistency.