HF Holidays News Release – 1 December 2021

HF HOLIDAYS FOCUS ON NEW CUSTOMER SUCCESS STRATEGY FOR 2022

WALKING & ACTIVITY HOLIDAY EXPERTS INVEST IN IMPROVING CUSTOMER EXPERIENCE

Award-winning walking and activity tour operator, HF Holidays, has established a new customer success vision for 2022, with a brand-new strategy to invest and improve its guest booking and holiday experience, and deliver excellence throughout its customers' journey.

The tour operator has implemented several new systems and organisational changes to create a new improved way of working and help develop a more agile and efficient service, including a new leadership and team structure in their Commercial, Customer Relations and Operation areas of the business, with an aligned focus on value, service and quality.

To support this vision, HF Holidays have invested in a new Customer Reservation System provided by leading travel technology platform, Tigerbay. Providing a more intuitive and flexible booking journey for its Customer Success Team to enable a better guest experience. The new resource will also give greater functionality to enable developments for website and the online booking process, removing a number of manual processes and allow more in-depth reporting capabilities and insights.

Newly appointed Commercial Director, Chris Barnaville said “It's an exciting time at HF Holidays and important that as we enter into one of our busiest booking periods of the year, we provide not only our customers with the best choice and service possible, but also ensure our customer facing teams are supported with the right resources to deliver quality and an excellent service.”

In addition to this, HF Holidays are in the process of moving their Elstree Head Office, to new offices located in the centre of Borehamwood; nearer to better transport links and easier for team members to get to, as well as reducing costs. With a new hybrid remote working model now adopted, HF Holidays' employees have the flexibility to work from home and still feel part of a team environment and meet colleagues in the office with more ease.

HF Holidays, like many organisations in the travel sector has met with many challenges over the last year, however, there are several positives to take into 2022. As well as the customer success plans, and strong UK sales for 2022, HF Holidays saw an increase in membership of over 1000 members in the last year with an investment uplift of 8.49%.  All of which, place the largest travel co-operative society in a good position to now drive and focus on overseas product for 2022/23 and push forward with their new acquisition engagement strategy.

For more information on HF Holidays visit hfholidays.co.uk

-ENDS -

Notes to Editor:

Contact: Hannah Garcia, PR & Partnerships, hannahgarcia@hfholidays.co.uk

• All prices correct at time of going to press
• Founded in 1913, HF Holidays is the largest UK travel Co-operative Society.
• HF Holidays has 17 country houses in the UK's National Parks and Areas of Outstanding Natural Beauty as well as independent hotels for overseas holidays. 
• Sociability is at the heart of every HF Holiday.
• Most HF walking holidays are led by a team of volunteer leaders
• HF holidays are ideal for solo travellers, couples or small groups.
• Families have an exclusive programme of holidays available, during the school holidays.
• Larger groups (8 or more people) such as groups of friends, large family groups, members of clubs /societies can enjoy special savings.
• Guests do not need to be a member of the HF Holidays Co-operative in order to join their holidays; all are welcome.
• HF Holidays are suitable for all fit and active adults including solo travellers, couples or small groups. There are also some dedicated UK holidays for families with children. Guests travel as part of larger group, making them a great way to meet and socialise with new people. Larger groups (8 or more people) such as groups of friends, large family groups, members of clubs /societies can enjoy special savings
• The HF Holidays Pathways Fund provides assisted holidays to those who could not otherwise afford one. In addition, since 1998, the fund has helped to protect and improve the countryside where HF Holidays' guests walk. This is achieved through generous donations from HF Holidays' members and guests.

• HF Holidays has a host of accolades under its belt including: Which? Recommended Provider for Escorted Tours 2018-2021 four consecutive years, Feefo Platinum Service Award in 2019, 2020 & 2021, British Travel Awards Silver Small Best Special Interest Holiday Company 2020,  Silver Travel Awards Best Activity Tour Operator 2020, AWTE Company of the Year 2019, Staycation Award for Family Friendly Venue 2019, Telegraph Travel Awards Runner Up 2019, voted Best Large Tour Operator by Guardian and Observer readers 2010-2014; and Best Large Short Break Operator 2011-2014.

• HF Holidays is committed to responsible tourism and is a member of ABTOT and ATOL protected. 
• Follow @hfholidays on Facebook, Twitter and Instagram