Customer focus will do very nicely, says Amex

Article Abstract:

Travel agency American Express's Maria Lilja, Swedish-based European head of business travel, is the creator of a new reward program for business travelers that the company is considering introducing. Ms Lilja, who has a background in marketing, is always trying to think of new ways to enhance customer services and has won many awards for her pursuit of excellence. Her short-term aim is to ensure that Amex's travel services are coherent throughout Europe, with priorities being Germany, Scandinavia and the UK.

Travel Agents, Travel Agencies, Officials and employees, Marketing, Interview, Business travel, Lilja, Maria, American Express Travel Related Services Company Inc.

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Booking needs to be plain sailing

Article Abstract:

Cruise holidays are complicated to sell and many travel agents lose commissions because of inadequate knowledge. Some European tour operators are aware of the problem and are establishing training programmes to help agents overcome their fear of selling cruises. Genoa-based Costa Cruises has developed an Easy Cruise training package, originally designed for the Italian market, but also being offered in Spain, Germany and France. The European cruise market is forecast to grow by 12% in 1998.

Training, Cruise lines, Public relations

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Charters focus on the fine detail

Article Abstract:

Britannia Airways, Condor, and Airtours are upgrading their services against increasing competition in the charter market from Ryanair, Debonair, Easyjet, and British Airway's new subsidiary, Go. Improvements include better seating, services and options. Airtours is planning to launch Premiair Gold upper class charter service from summer 1999, offering increased leg room, a choice of ten meals and personal video screens.

Air transportation, nonscheduled, Nonscheduled Air Transportation, Air Charter Services, Services, Airlines, Airtours PLC, Britannia Airways Ltd., Condor

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