Classic Collection asks for agent patience during trade division restructure

B2B tour operator Classic Collection has asked for patience from agents as its call response times are “slower than usual” amid a restructure that has seen an unconfirmed number of staff leave.

The On the Beach-owned operator revealed some details of its restructure on Tuesday (May 14) and said it expects its transition towards a single B2B brand to be completed by mid-June.

Si Morris-Green, director of B2B, said in a statement issued to Travel Weekly: “Following a recent consultation, a number of staff have left the business as we are now transitioning towards our long-term growth strategy; operating under a single brand and a single platform solution, which will be 100% trade-focused.

“This strategic move is aimed at streamlining our operations for our valued travel agent partners.

“We have a full trade sales team in place to assist with enquiries and bookings to continue to support our agent partners.”

Morris-Green and the operator have also highlighted in messages to agent partners this week that phone calls are taking longer than usual to be answered.

“Whilst our team undergo the required system training, we acknowledge that there is a longer-than-usual wait in call times,” said Morris-Green.

“However, calls are being monitored and continue to be answered throughout this transitional phase.

“We are committed to our long-standing partnerships with our agents, and we have taken a proactive approach in communicating with them.

“We have exciting plans moving forward aligning our trade-focused commitment.”

A statement sent to agents said: “As we embark on this journey towards a more integrated approach, our team is currently undergoing rigorous training to ensure that we uphold the highest standards of service. During this time, we would appreciate your patience as response times may be slower than usual.”

It continued: “Your understanding and co-operation during this transition are greatly appreciated.”

The message urged agents booking a single-centre holiday to explore its Classic Package Holidays website, which offers 5,000 hotels in 70 destinations.

The Worthing-based operator had two brands – Classic Collection Holidays and Classic Package Holidays – and said on Tuesday: “Following a six-week strategy review, Classic Collection Holidays has announced that it will move forward as a single brand – Classic Collection – which will be 100% trade-focused.”

It is believed that some staff from the Worthing office in West Sussex did not want to relocate to Manchester, where parent On the Beach is based.

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