A new mobile app aims to elevate customer service for Hays Travel.

• Liverpool’s digitaltravel.io spearheads the app development initiative.
• The app consolidates travel documents and facilitates seamless transactions.
• Retail staff were integral in refining the app through early trials.
• Future enhancements are on the horizon, promising an evolving user experience.

In a bid to enhance customer service, digitaltravel.io, a North West-based travel technology firm, has developed an innovative mobile app for Hays Travel, the UK’s largest independent travel agent. This partnership followed a rigorous selection process, underscoring the app’s potential impact on customer service.

The newly developed app allows users to store all travel documents in a single, accessible location. Additionally, it supports quick, secure payment options for settling balances and allows the addition of holiday extras such as airport parking and car rental. Furthermore, the app features a countdown to travel, interactive games, and badges to enhance user engagement.

The app underwent a thorough trial phase, initially within Hays Travel’s retail departments. Staff feedback was pivotal in refining the user experience, ensuring the app met practical needs. Subsequently, a customer trial phase was implemented across Hays Travel’s retail divisions. Branch colleagues actively encouraged customers to adopt the app, gathering valuable insights on user interactions and satisfaction levels.

Hays Travel’s chair, Dame Irene Hays, expressed her satisfaction with the launch, highlighting the app’s role in their ongoing technology transformation programme. She emphasised that the interactive features significantly improve the overall customer experience, complementing the services offered by their agents.

Peter Whittle, CEO of digitaltravel.io, identified this project as a significant milestone for his company, which he co-founded in 2021. With a presence across Europe, the Americas, and the APAC regions, digitaltravel.io has established itself as a formidable player in the travel technology sector. Their collaboration with Traveltek, a well-established technology provider, has been crucial in maintaining a high client retention rate.

For Whittle, the bespoke app represents not only an advancement in customer service for Hays Travel but also a demonstration of digitaltravel.io’s capability to deliver complex, customer-focused solutions. He praised the Hays team for their openness and collaborative spirit throughout the development process.

Looking to the future, Dame Irene Hays noted plans with digitaltravel.io and tech partner Nordstar for further app enhancements, aiming to continually improve the customer journey.

The collaboration between digitaltravel.io and Hays Travel marks a promising step toward enhanced digital interaction for the travel industry.