InteleTravel has a new Customer Service Excellence Academy for its network of more than 150,000 independent travel advisors worldwide.
The initiative was unveiled at ITQ 2026 in Krakow, Poland, where it was presented to 500 advisors, partners and industry leaders.
Speaking to Selling Travel on why this programme has been launched now, Tricia Handley-Hughes, Managing Director for the UK, Ireland and UAE at InteleTravel, said: “As the homeworking travel advisor sector continues to grow, customer expectations are higher than ever.
“We launched the Customer Service Excellence Academy to help our advisors stand out in an increasingly competitive market by giving them the skills, confidence and expertise to build stronger client relationships, drive loyalty and deliver truly personalised service.”
Speaking further on how this compares to other accreditation programmes, she added: “This is a one-of-a-kind programme, created specifically for InteleTravel advisors. Unlike traditional accreditation programmes, which typically focus on knowledge and destination or product expertise, this programme combines customer service training with the psychology of trust, relationship building and business growth.
“Alongside internationally recognised CPD accreditation, participants benefit from live coaching, practical tasks, industry experts and a structured six-month journey. It is designed not simply to recognise knowledge, but to give advisors the skills, confidence and practical tools to build a more successful long-term business.”
The six-month intensive programme blends live and virtual teaching with guest speakers, monthly tasks, self-study, coaching clinics and toolkits. It is designed to equip advisors with the skills to deliver highly personalised service to their clients.
Advisors will be guided through the customer expectation journey, building mastery in communication and relationship building. InteleTravel says this will lead to greater customer satisfaction and retention, and in turn improved earning potential.
Progress will be assessed throughout the course, with advisors sitting a final exam at the end. Those who pass will receive international recognition from CPD, along with the InteleTravel Customer Service Excellence badge and a recognition certificate.
Speaking after the Krakow presentation, Tricia Handley-Hughes, Managing Director for the UK, Ireland and UAE at InteleTravel, said: “This bespoke, exclusive programme for InteleTravel will focus on the psychology of trust and the skills and path to building a successful work-from-home travel business. Improving client loyalty and reassurance alongside personal development are key factors that will improve performance, income and longevity.
“In the crowded space of today’s homeworking travel advisor community, we are excited to embark on a project that will help InteleTravel advisors stand out in their community. Our customer-led industry demands quality, and we believe that the Customer Excellence programme gives InteleTravel advisors the ability to win business and make each customer a true advocate.”
