What “Helping You Impress” means in action
How Europe Express Is Elevating the Travel Advisor Customer Experience
What “Helping You Impress” means in action
Key Takeaways: How Europe Express Is Elevating the Travel Advisor Customer Experience
- Customer experience is a company-wide commitment, embedded in operations, training, and advisor support—not a single department.
- Operational performance improved measurably, including 7% faster quote turnaround times and 70% of bookings confirmed within 10 days.
- Post-booking support strengthened, with email responses under 24 hours and after-sales satisfaction at 4.8/5.
- Structured issue-resolution and real-time monitoring tools ensure faster solutions and proactive service improvements.
- Advisor-first initiatives launched, including Passport to Perks rewards, Elevated Journeys luxury travel style, a private Travel Advisor community, and expanded FAM investments.
“People will forget what you said. People will forget what you did. But people will never forget how you made them feel.” —Maya Angelou
In travel, that couldn’t be truer.
At Europe Express, this is how we think about Customer Experience. It’s not a department. It’s the lens through which we view everything. Our brand promise, Helping You Impress, only matters if you and your clients truly feel it.
Over the past year, we’ve taken a hard look at ourselves. As someone who has spent her career in luxury hospitality, I know that seamless execution and personal touches aren’t “nice to have.” They’re everything. So, we dug deep. We researched. We listened. We faced some tough realizations. And we made meaningful changes.
With that in mind, here’s what we’ve done:
- Trained our teams on consultative selling so they can better understand what you and your clients truly want; resulting in 7% faster quote turnaround times
- Streamlined our post-booking experience with a highly skilled, passionate team; and your feedback shows it, with after-sales satisfaction at 4.8/5
- Put clear operational levers in place so 70% of bookings are now fully confirmed within 10 days
- Reduced email response times to under 24 hours
- Implemented new technology tools that give us real-time visibility when performance dips
- Built structured “close-the-loop” processes when issues arise, because in travel, they sometimes do, ensuring fast solutions and prevention moving forward
- Strengthened in-destination support so every outreach is handled with urgency and care
- Launched post-travel surveys to better understand what delighted (and where we can improve)
- Rolled out a company-wide service training so every team member understands what it truly means to impress
But delivering great travel is only part of the equation. We also want you to feel valued, supported, and excited about partnering with us. So, we’ve:
- Launched a rewards program—Passport to Perks—designed to give you meaningful value back
- Introduced a luxury travel style—Elevated Journeys—in response to your feedback, completely customized and built for personalization at every level
- Created a private Travel Advisor community so you have a direct line to updates, collaboration, and shared insights
- Continued investing in FAMs and hosted our second Advisor Appreciation Trip, with 2026 already in the works
We’re proud of the progress. But the work isn’t done, not even close.
Customer experience isn’t a campaign. It’s a commitment. We will continue refining, listening, measuring, and improving so that you have complete confidence every time you partner with Europe Express.
At the end of the day, your success is what makes us successful. And that responsibility is not something we take lightly.
As the head of Marketing and Customer Experience, I always welcome your feedback. You can reach me directly at Kelli.Williams@europeexpress.com.
Here’s to raising the bar, together.
Frequently Asked Questions About Europe Express’s Customer Experience
What does “Helping You Impress” mean at Europe Express?
“Helping You Impress” is Europe Express’s brand promise to Travel Advisors. It means delivering seamless operations, consultative support, strong in-destination service, and personalized travel solutions so advisors can confidently exceed their clients’ expectations.
How has Europe Express improved quote turnaround times?
Through consultative sales training and operational process improvements, Europe Express reduced quote turnaround times by 7%, helping Travel Advisors respond to clients more quickly and competitively.
What is Europe Express doing to improve post-booking support?
Europe Express streamlined its after-sales team, strengthened in-destination support, implemented structured issue-resolution processes, and reduced email response times to under 24 hours. After-sales satisfaction currently stands at 4.8 out of 5.
What percentage of bookings are confirmed within 10 days?
Seventy percent of Europe Express bookings are now fully confirmed within 10 days, thanks to improved operational levers and real-time performance tracking.
How does Europe Express support travel advisors beyond bookings?
Europe Express supports Travel Advisors through its Passport to Perks rewards program, Elevated Journeys luxury travel style, private Travel Advisor community, FAM trips, and Advisor Appreciation experiences.
About the Author
