ArrangeMY Escape reports customer service success with Boxing Day opening

ArrangeMY Escape is considering the value of opening its Worcester branch on Boxing Day, as it made just one booking – but helped customers who had problems on their travels.

 

General manager Jennifer Lynch (pictured) said opening on December 26 was a break from tradition – but she trialled it to help attract new clients who were out shopping that day.

 

Two members of staff were in the shop from 10am to 4pm, while the brand’s other shop in Malvern remained shut.

 

“It was quiet, on the whole, as expected,” she said.

 

“Marks & Spencer and Next were closed, which had a knock-on effect [on footfall].

 

“But it was more useful to have the team here to deal with issues that clients had while travelling.”

She said the booking was a last-minute Jet2holidays break to Fuerteventura, departing on January 3, and several other enquiries were made.

 

However, the staff also dealt with issues from two “massive” bookings that were due to depart.

 

“One was an all-inclusive that should have been ultra-all-inclusive and another was a cruise, where they had problems with check-in and seats in business class had been moved at the last minute,” said Lynch.

 

“They were high-spending clients, so it was nice to have those touchpoints as we were open.

 

“We’ll have to think about it, whether we do it again for 2026, and what bookings we have departing on that day.

 

“We always have an emergency number and I am always on email, anyway.

 

“It also gave them time to take the Christmas tree down and sort out other things.

 

“It was a good job we were there; from a customer service point of view, it was a success.”

 

She said that since December 26, sales have started to build especially cruise.

 

“I have never seen anything like it – perhaps thanks to TV programmes, social media and word-of-mouth, more and more people are trying cruise,” she said.

 

“There are lots of families and younger people cruising now because of its value for money.

 

“Some people are a bit bored of fly-and-flop and families want something different – not just lying on the beach, they want something educational.

 

“Also, the ship is a destination. We had a Royal Caribbean multi-generational family who wanted the facilities on the ship but were not interested in the itinerary.”

She said the recent cold weather was also affecting footfall, adding: “Normally the second, third or fourth week in January is busier but it’s looking positive.

 

“Both stores have started well with inquiries coming in – following a really good December.

 

“The end of December was 120% up on the previous December – a knock-on effect of Black Friday as there were so many promotions.

 

“The touring and adventure sector is doing well; we are seeing bookings for Vietnam, Cambodia, Sri Lanka and South Africa – plus the Canaries at this time of year.

 

“Late bookings are doing well because it is so cold, people want to escape.”