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CSR Policy - Customers & Suppliers

Environment
  • Customer satisfaction
  • Strong supplier relationships
  • Greener hotels

Superbreak Prices - VAT Reduction to 15%

We are acting as quickly as possible to enable us to pass on the VAT reduction to you, equal to a 2.13% saving, both online and via our call centre. Our main priority is to ensure that you pay the best possible price for your break. We are currently working with our hotel partners to encourage them to adjust the prices they provide to us and reconsider their pricing structure from 1 Dec 08 onwards.

We always work closely with our suppliers to ensure that we can offer you the very best possible prices with our special offers, rail breaks and Supersaver Mystery Hotels.

Statement as of 1 Dec 08.

Customers and Suppliers

We are dedicated to keeping a high level of customer satisfaction. All our customers who provide an email address at the time of booking are sent a feedback questionnaire after their return from holiday. The information gathered from this questionnaire is published on our website in the My Holiday Review section and assigned to the individual hotel. This encourages two way communications between Superbreak and our customers by allowing them to feedback to us about their experience. It also provides useful advice to future customers by ensuring they are fully informed and enabling them to book the hotel / location most suitable to their needs.

As well as collecting customer holiday reviews, we also undertake quarterly customer surveys. This enables us to understand more about our customers and build up a better customer profile. It also helps in the development of new breaks and packages and tailoring marketing campaigns to our individual customer's needs. We will be introducing more detailed satisfaction scores within selected surveys to enable us to use the information we collect more effectively.

To help us build stronger, long term relationships with our customers, we maintain a Customer Loyalty Scheme to reward repeat business.

We continue to measure customer complaints/queries as a proportion of total bookings, and the proportion of complains that are successfully resolved with the first communication. Targets were set for 2008 at:

  • Less that 0.8% customer complaints / queries
  • Greater than 93% of complaints successfully resolved on first communication.

Both these targets were achieved and were an improvement on 2007 percentages. 2008 targets have been retained for 2009.

We liaise closely with travel agents to ensure we are providing the standard of service they require. As a result of feedback from agents, we have improved the functionality of their dedicated website resulting in a more user-friendly booking process and simplified administration procedures. The website has also reduced the amount of paperwork we send to travel agents, by enabling us to communicate better with them online and send any point of sale material electronically allowing agents to print the exact number of copies they need, reducing any waste.

We regularly organise Familiarisation trips for both our agents and call centre staff. This gives them the opportunity to sample the products we sell and gain a greater insight and knowledge, which can be forwarded to our clients. Over 40 such trips were conducted during 2008.

Superbreak were the first tour operator to sign up to the BP Travel Marketing Service's 'Green Agent' Charter. This is an initiative to reduce brochure wastage by encouraging travel agents to take more ownership of stock control. This helped us to reduce the total brochure print run by 12% in 2008, which we have targeted to reduce by a further 20% in 2009.

To promote awareness of environmental issues with our print suppliers, we are encouraging them to produce brochures and other marketing material using paper from renewable forests.

We are committed to working with our hotel partners to promote environmental management initiatives. Our Greener Hotels Initiative is a five-point guide on environmental best practice we have sent to all our UK hotels encouraging them to sign up to. 44% of our UK hotels have currently agreed to the initiative and we are aiming to increase this number throughout the year. Further to this, we have become an endorser of the Green Tourism Business Scheme, the first certification scheme to be validated by the International Centre for Responsible Tourism, designed to encourage tourism businesses such as hotels and visitor attractions to become more sustainable.