The Travellers Choice 2026 Member Survey attracted a 100 per cent satisfaction rating as advisors praised the independent agency network group’s proactive support during the recent and ongoing Middle East travel disruptions.
The group used learnings from the COVID-19 pandemic towards a range of initiatives to ensure members were fully briefed on Middle East developments and well-positioned to minimise impacts on clients.
It launched an online hub that collated supplier updates, hosted webinars with airline partners and operated a dedicated agent hotline to escalate issues with preferred suppliers. The Travellers Choice marketing team also developed social media and email messages for advisors to use.
Travellers Choice Managing Director Christian Hunter said prior pandemic experience ensured a rapid response to the latest geopolitical issues, which some members described as “traumatising”.
“The internal processes we developed during COVID – particularly around member communication and supplier liaison – allowed us to get on the front foot and move exceptionally quickly to address a situation that many have clearly found challenging,” he said.
“It’s pleasing to see those efforts – and the speed with which they were rolled out – acknowledged, as well as our initiatives to address other pain points, such as staff recruitment and development through our innovative ProStart and ProAdvance online training programs.”
Members also praised the network of state-based BDMs, preferred suppliers and marketing services, particularly the marketing team’s ability to develop bespoke local area marketing initiatives.
This led to Travellers Choice achieving a perfect score in the annual Member Survey with 100 per cent of respondents saying they are satisfied or more-than-satisfied with their membership.
The results also affirmed Travellers Choice’s high Net Promoter Score (NPS) of 90 per cent for the third consecutive year.
“NPS is a well-established measure of customer and brand loyalty For any company to achieve a score of 80 and above is remarkable, but to achieve it three years in a row puts us among an elite group of Australia’s most trusted and respected brands,” Hunter said.
