Tui UK and Ireland’s entire overseas network was equipped with 1,300 iPads this summer as part of multi-million pound technology upgrade.
Resort reps are now able to assist holidaymakers with queries on the spot using their mobile devices, from emailing a bus timetable and showing footage of excursions through to enabling them to Skype friends and family at home.
Part of the ‘TUInnovate’ programme, the project aims to increase customer satisfaction and differentiate the company’s holiday experience for customers.
The operator claims an increase in customer satisfaction questionnaire results as a result, particularly for scores for ‘Holiday Overall’.
The percentage of customers who would recommend Thomson and First Choice to their friends or family also increased in July by 13.1% year on year.
Digital signage has replaced all notice boards in differentiated hotels for Thomson and First Choice meaning information regarding flight departures, updated social media pages and news articles can be uploaded at the touch of a button.
The digital boards also stream destination excursion videos and other live information relevant to the resort, such as the best places to eat and things to do when on holiday.
The company initially trialed the programme in Cyprus in summer 2013 before expanding it across winter sun destinations such as Mexico, the Canary Islands and mainland Spain in November 2013, six months ahead of schedule.
Holiday experience director Ian Chapman said: “This programme combines the local expert knowledge of our holiday advisors with technology to offer customers a service they can’t find anywhere else.
“We’re delighted with the excellent feedback we’ve had from our customers and staff so far and it’s really great to see both interacting on the devices.
“The tools and services that have been introduced have made it easier for customers to book activities, access information about their destination or contact a holiday advisor before and during their holiday at a time that suits them, ensuring they can focus on enjoying quality time with their loved ones.”
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